DEVESH SHUKLA
Senior Executive
Gurgaon
Summary
High-achieving senior executive bringing expertise in business planning, revenue development and change management. Offers 4+ years of leadership in service operations industry along with entrepreneurial, forward-thinking mindset and demonstrated track record of accomplishment.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Senior Executive
CrediHealth
Gurugram
05.2022 - 12.2022
- Promoted services where anyone can find Credible and Reliable answers to their medical problems along with easy access to best healthcare experts to guide them towards healthier and happier life.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Provided solutions to patients looking for Quotes, Doctor’s Consultation, and IP queries.
- Built strong relationships with India's top leading hospital chains like Fortis group, HCG Cancer Hospitals, Manipal group, AMRI group, Paras group, HN Reliance Hospital Etc.
- Converted over 20 to 30 patients per day which increased overall productivity up to 70%.
- Setup 40-50 client meetup per day for Cancer and Cardiac patients to do regular follow ups, and ensured appointments are booked and in Hospitals and to help them in arranging admissions if required.
- Worked with teammates to enhance Customer Satisfaction up to 75% and Productivity up to 90%.
- Enabled revenue generation by pursuing IP and OPD Conversions.
Health Care Coordinator
HCL Healthcare
Noida
12.2019 - 10.2021
- Promoted Corporate Health by providing Scientifically Designed Care Plan
- Wellness Program PAN India for people suffering from Diabetes and Cardiac Problem
- Managed counseling sessions held by Doctor’s, Dietitian’s, and Life Coaches
- Managed client health by providing them different blood tests and counseling sessions with doctors on regular basis.
- Interacted with IT Support Team to incorporate different changes in working environment like generating some automatic tool or creating cloud-based data storage
- Worked with IT Support team to develop PLM (Patient Lifecycle Management) Tool
- Managed all Virtual Consults taken by various doctors and dietitians on daily basis for clients who are not willing to come to Clinic
- Generated Exit report on monthly and weekly basis and sharing it with Exit Management Team
- Worked on daily targets (i.e. done 60 to 70 transactions per day) to enhance Productivity, Quality and C-SAT.
Healthcare Counsellor
HCL BSERV
Noida
04.2018 - 11.2019
- Worked closely with client (HCL Healthcare) for booking appointment for routine health check-up and promote Healthcare services across India
- Handled escalation level one and satisfying clients by giving logical resolution on their problems.
- Achieved monthly appointment target of 100-150 to meet organization goals and improving Quality up to 99%, and C-SAT to contribute over all organization growth
- Preparing Daily Sales Report for contact center team and sharing data with client (HCL Healthcare) with lead bifurcation (Phase1, Phase2 and Phase3)
- Preparing Productivity Report for contact center which includes login hour, AHT break adherence and shrinkage
- Solving patient’s queries regarding their health requirements.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated respect, friendliness and willingness to help wherever needed
- Learned and adapted quickly to new technology and software applications
Education
Master Of Business Administration - Operations Management
SVKM NMIMS
Mumbai 07.2021 - Current
B. Tech - Biotechnology
IMS Engineering College
Ghaziabad 07.2013 - 06.2017
12th -
Kendriya Vidyalaya
Varanasi10th -
Kendriya Vidyalaya
VaranasiSkills
MS Excel- Basic Formulas, VLOOKUP, HLOOKUP, Pivot Tables, Charts and Graphs, Use of If Else, Nested If, Conditional Formatting
MS Word and Power point
Customer Satisfaction, NPS, Service Quality Management
Procedure implementation
Complaint resolution
Customer Relationship
Performance improvement
Business Development
Mail handling
Revenue Generation
Additional Information
- Rewarded as Care Plan Star of the Month for consecutive 3 months.
- Over-achieved monthly Patient appointment booking in two quarters consecutively
- Rewarded with Excellent Performer for OND Quarter in 2018.
- Worked for Shiv Nadar University to achieve target for admission.
- Received Appreciation Mails from Managers and Clients.
Timeline
Senior Executive
CrediHealth
05.2022 - 12.2022
Master Of Business Administration - Operations Management
SVKM NMIMS
07.2021 - Current
Health Care Coordinator
HCL Healthcare
12.2019 - 10.2021
Healthcare Counsellor
HCL BSERV
04.2018 - 11.2019
B. Tech - Biotechnology
IMS Engineering College
07.2013 - 06.2017
12th -
Kendriya Vidyalaya
10th -
Kendriya Vidyalaya