Deepika Suri
Floor Manager
Delhi,Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced [Manager] with over [8] years of experience in [Medical ]. Excellent reputation for resolving problems and improving customer satisfaction. Friendly student available for weekend, evening and holiday shifts. Considered hardworking, punctual and driven.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Head
Prognosis laboratories
Delhi, Delhi
01.2021 - Current
- Managed team of [18] employees, overseeing hiring, training, and professional growth of employees.
- Developed team communications and information for meetings.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Responded to customer requests for test queries, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Regularly exceeded daily sales and product add-on quotas.
- Answered constant flow of customer calls with minimal wait times.
- Provided information regarding charge accounts and loyalty programs.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic and elevated sales numbers.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
- Managed workflow between staff, coordinating documents, planning and creative material distribution.
- Established targets for social media platforms to reflect business objectives.
- Implemented successful marketing and promotional strategies worth over $[4 to 5 lacs per month] in yearly revenue.
- Identified target audiences and devised campaigns to match target demographics and optimize results.
- Worked with communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
- Coordinated appointments and meetings.
- Managed TPA section :- Dealing various channels like Book meri lab , Lab uncle , 3H care, Stemz Health , Meddi Assets , Health Assure , VT consultant , Meddi buddy , Cigna TTK , Reliance etc.
- Served customers and followed outlined steps of service
Covid Department Head
Prognosis Laboratories
Delhi, Delhi
03.2020 - Current
- Managed team of (80) employees, overseeing hiring, training, and professional growth of employees.
- Managed 45 Covid phlebotomist Team for booths collection , center collections , home collections & all ares East , west , north , south collect sample per day ( 250 ).
- Managed SRF I'd team for collect Covid testing details.
- Managed IVR (helpline).
Logistics Manager
Prognosis Laboratories
Delhi, Delhi
01.2018 - Current
- Negotiated with 45 different freight companies and received annual contracts resulting in cost savings.
- Reported customer feedback to management.
- Conducted qualitative and quantitative analysis of logistics operations to pinpoint and correct inefficiencies.
- Managed 40 phlebotomist team for home collections.
- Delivered logistic support to leverage existing resources with cost-effective savings.
- Directed collection, organization and application of field intelligence and combat data to enhance troop safety and operational success.
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Managed all aspects of administrative and personnel needs of ground supply operations.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
Receptionist Coordinator
Prognosis Laboratories
Delhi, Delhi
06.2017 - Current
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%"
- Answered and quickly redirected large volume of calls on central system.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Corresponded with clients through email, telephone or postal mail.
- Managed over 650 calls (outbound & inbound ) customer calls per day.' or, "Increased sales by 10%.
- In Covid time managed over received 2500 customer calls per day. or, "Increased sales by 30%
TPA Coordinator
Garg hospital (East delhi)
Delhi, Delhi
04.2015 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Radiology , cardiology , urology department , IPD patient - Discharge summary and paper works .
- Managing 120 OPD's with 27 doctor's Team.
- Government departments admission :- CGHS , BSES , Delhi police , ECHS.
- TPA departments :- Star health , Apollo, ICICI Lombard etc.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Led projects and analyzed data to identify opportunities for improvement.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increased revenue by developing key programs focused on promoting business
Reception Supervisor
Holi child nursing care
Delhi, Delhi
02.2015 - 11.2015
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Resolved customer problems and complaints.
- Answered and quickly redirected large volume of calls on central system.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Interpreted data and offered personalized recommendations for patient care.
IPD Coordinator
Surya Hospital ( Karkadooma ), East Delhi
Delhi, Delhi
03.2013 - 12.2014
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Counted money in drawers at beginning and end of each shift.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Worked collaboratively with clinical and non-clinical team members to solve complex discharge issues.
- Directed [Discharge , Radiology , Cardiology , Urology , OPD's ] across [3] departments.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each [IPD coordinator ]'s skill level and knowledge.
- Developed annual account objectives and formalized client communications for communication of goals and plans
Education
Bachelor of Arts -
University
South West Universty 01.2015 - 12.2019
Masters in Digital Marketing -
Delhi Institute of Digital Marketing
Gurgaon 07.2021 - Current
Skills
Good listening skills
Money handling abilities
Operations oversight
Mail handling
Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Masters in Digital Marketing -
Delhi Institute of Digital Marketing
07.2021 - Current
Customer Care Head
Prognosis laboratories
01.2021 - Current
Covid Department Head
Prognosis Laboratories
03.2020 - Current
Logistics Manager
Prognosis Laboratories
01.2018 - Current
Receptionist Coordinator
Prognosis Laboratories
06.2017 - Current
TPA Coordinator
Garg hospital (East delhi)
04.2015 - 12.2017
Reception Supervisor
Holi child nursing care
02.2015 - 11.2015
Bachelor of Arts -
University
01.2015 - 12.2019
IPD Coordinator
Surya Hospital ( Karkadooma ), East Delhi
03.2013 - 12.2014