DIPTA BISWAS
Healthcare Sales & Marketing professional
Gurgaon
Summary
I am an intrapreneur by nature who believes in taking initiatives at the workplace. I like to strategize my operation as per the need of the business so that I can derive the best results for my customers as well as for my organization, crafting a fine balance into it.
Overview
20
20
years of professional experience
Work History
Shift Manager
Medanta - the Medicity Hospital
01.2014 - Current
- I've spent 9+ years here, managed patients' F&B requirements, to their satisfaction, handled their queries and grievances, maintained safety and hygiene standards, trained other teams and colleagues, managed entire team of Compass, GDAs, & other workers, brought the escalation closure percentage up to 90% from around 40%, built and changed SOPs, created new benchmarks in service, quality, hygiene and patient satisfaction, seen various management changeovers and several change and transformation initiatives - strategic, cultural, operational or digital.
- To attain various community outreach around Delhi NCR.
- Developing referral relationships with primary care physicians, specialists, and other healthcare providers to encourage patient referrals and enhance collaboration in patient care.
- Offering educational resources, workshops, and classes to empower patients to make informed healthcare decisions, manage chronic conditions, and adopt healthy lifestyle habits.
- Organising various CSR events in various venues.
- To organize various events for doctors & other medical professionals.
- To handle patients at wellness centre,Executive health check up etc.
- To attain various seminar,events etc on behalf of the hospital.
- To role out various referral programme to patients .
- Attaining sponsored events at various places.
- Using digital media for sending mails,messages etc.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Assisted in budget preparation for the department which led to better financial management throughout the year.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Developed strong relationships with vendors to ensure timely delivery of products while maintaining cost efficiencies.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Implemented process improvements that streamlined daily operations, enhancing overall efficiency within the shift.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Reduced employee turnover by implementing effective retention strategies such as recognition programs and career development opportunities.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Identified potential bottlenecks in the operational processes which resulted in improved productivity levels over time.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained and mentored new employees to maximize team performance.
- Tracked receipts, employee hours, and inventory movements.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Scheduled staff to establish adequate coverage during peak business hours.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Supervised ongoing daily production phases.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Troubleshot equipment to reduce service calls and downtime.
F&B and Sales Trainer
Future Today Institute of Hotel Management & Catering Technology
01.2013 - 01.2014
- Expanded company''s market presence by equipping sales teams with industry-specific expertise and competitive intelligence information.
- Revamped outdated course materials to reflect current best practices in sales methodologies and processes.
- Conducted comprehensive evaluations of individual performance metrics to identify areas requiring additional support or intervention from management teams.
- Reduced time spent in the field by creating efficient role-play scenarios for realistic practice during training sessions.
- Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.
- Established clear expectations for desired outcomes at the onset of each course module or workshop session.
- Maximized revenue growth by implementing effective upselling and cross-selling strategies in training curriculum.
- Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.
- Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.
- Contributed to the overall success of the organization by sharing best practices and collaborating with cross-functional teams on business development initiatives.
- Enhanced employee retention through ongoing coaching and mentoring for newly hired sales professionals.
- Increased sales team productivity by developing and implementing comprehensive training programs.
- Collaborated with sales leaders to align training initiatives with strategic business goals.
- Reinforced key messages through multiple channels including presentations, case studies, group discussions, hands-on exercises, role-plays, and interactive simulations.
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
- Developed customized training modules to address specific needs of various markets and regions.
- Provided ongoing support to sales teams by acting as a resource for product knowledge, industry news, competitive analysis, and performance enhancement strategies.
- Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.
- Kept abreast of emerging trends within the industry to ensure relevance of training content across all levels of the organization.
- Managed recruitment, training and development for highly effective sales team.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Collaborated with Human Resources to facilitate recruitment promotion at job fairs and other community events.
- Developed and led group training courses to align with corporate sales and service goals.
- Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
- Designed and implemented sales training program and documentation.
- Designed and delivered web-based, self-directed learning materials.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and executed performance management programs to increase employee engagement and productivity.
Hospitality Trainer cum Centre In charge
Kingfisher Training Academy
01.2012 - 01.2013
- Developed comprehensive training programs for improved staff performance and increased guest retention rates.
- Improved employee morale and motivation by recognizing outstanding achievements during team meetings.
- Created customized learning materials to address the specific needs of individual staff members.
- Implemented effective communication techniques among staff, resulting in a more efficient work environment.
- Strengthened customer service skills among staff by conducting interactive role-playing scenarios during workshops.
- Enhanced guest satisfaction by providing exceptional hospitality training to hotel staff.
- Managed employee scheduling and coordinated workshops to maximize attendance and participation rates.
- Mentored new hires and provided ongoing support, ensuring successful integration into the workplace environment.
- Organized professional development events and seminars to provide opportunities for continued growth within the industry.
- Increased overall efficiency by streamlining processes within the hospitality department through targeted staff development efforts.
- Collaborated with management to develop targeted training initiatives for optimal results.
- Assessed employee competencies through regular skills testing, allowing for tailored training approaches that addressed knowledge gaps.
- Promoted a culture of continuous improvement by encouraging feedback from employees regarding their training experiences.
- Conducted regular employee evaluations, identifying areas of improvement and offering constructive feedback.
- Evaluated existing training materials for effectiveness, making necessary updates or revisions as needed.
- Facilitated team-building exercises for enhanced collaboration and productivity among employees.
Asst. Professor cum Training & Placement coordinator
RIG Institute of Hospitality & Management
01.2011 - 01.2012
- Established strong partnerships with other institutions via collaborative research projects or exchange programs that benefited both faculty members'' professional development as well as student learning experiences globally.
- Improved student retention rates by developing engaging course materials and utilizing interactive teaching methods.
- Elevated student satisfaction rates with accessible office hours, thorough explanations of complex topics, and consistent positive reinforcement.
- Maintained an up-to-date knowledge of subject matter by attending conferences, workshops, and webinars relevant to the field of study.
- Inspired critical thinking skills among students by fostering a learning environment that encouraged open-mindedness, curiosity, and intellectual exploration.
- Evaluated student performance through comprehensive assessments, identifying areas of improvement and providing targeted feedback for growth.
- Promoted diversity and inclusion within the classroom through culturally responsive teaching practices and diverse reading materials.
- Facilitated a supportive learning environment with clear expectations, constructive criticism, and open communication between students and faculty members.
- Streamlined the grading process with efficient rubrics and timely feedback on assignments, improving overall workflow efficiency.
Supervisor, Banqueting & Events
Crowne Plaza (Intercontinental Hotel Group)
01.2010 - 01.2011
- Handled banqueting,events etc.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
Restaurant Executive
Old World Hospitality (India Habitat Centre)
01.2008 - 01.2010
- Handled restaurants,Bar,Thai restaurants etc
- Increased revenue through effective negotiation of contracts with clients and suppliers.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Expanded market presence by identifying new business opportunities and forging strategic partnerships.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Streamlined financial reporting processes for more accurate forecasting and informed decision making.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Fostered a culture of innovation that led to the development of several successful new product offerings.
F&B Supervisor
Wildflower Hall (Under Oberoi)
01.2008 - 01.2008
- Handled specialty restaurants,bar & banqueting.
- Collaborated with kitchen staff to ensure timely delivery of orders while maintaining consistent quality standards.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours while controlling labor costs effectively.
- Enhanced team productivity by providing ongoing training, coaching, and performance evaluations for F&B staff members.
- Developed positive relationships with guests, addressing concerns promptly and professionally to enhance overall experience.
- Ensured compliance with local health regulations, maintaining a clean and sanitary work environment at all times.
- Evaluated vendor proposals to secure competitive pricing on high-quality products while maintaining positive supplier relationships.
Team Leader in F&B Service
Hyatt Regency
01.2004 - 01.2007
- Handled cafe,Banqueting,Room service & Indian specialty restaurant
- Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards
- Preserve excellent levels of internal and external customer service
- Design exceptional menus, purchase goods and continuously make necessary improvements
- Identify customers needs and respond proactively to all of their concerns
- Lead F&B team by attracting, recruiting, training and appraising talented personnel
- Establish targets, KPI’s, schedules, policies and procedures
- Provide a two way communication and nurture an ownership environment with emphasis in motivation and teamwork
- Comply with all health and safety regulations
- Report on management regarding sales results and productivity
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Education
B.SC IN HOSPITALITY ADMINISTRATION -
National Council for Hotel Management Catering Technology & Applied Nutrition & IGNOU
B.SC IN CHEMISTRY HONS. - undefined
The University of Burdwan, West Bengal
Skills
Time management
Interpersonal skill
Marketing
Objection handling
Closing skill
Follow ups
Industries
- Hospitality
- Healthcare
- Academia
Timeline
Shift Manager
Medanta - the Medicity Hospital
01.2014 - Current
F&B and Sales Trainer
Future Today Institute of Hotel Management & Catering Technology
01.2013 - 01.2014
Hospitality Trainer cum Centre In charge
Kingfisher Training Academy
01.2012 - 01.2013
Asst. Professor cum Training & Placement coordinator
RIG Institute of Hospitality & Management
01.2011 - 01.2012
Supervisor, Banqueting & Events
Crowne Plaza (Intercontinental Hotel Group)
01.2010 - 01.2011
Restaurant Executive
Old World Hospitality (India Habitat Centre)
01.2008 - 01.2010
F&B Supervisor
Wildflower Hall (Under Oberoi)
01.2008 - 01.2008
Team Leader in F&B Service
Hyatt Regency
01.2004 - 01.2007
B.SC IN HOSPITALITY ADMINISTRATION -
National Council for Hotel Management Catering Technology & Applied Nutrition & IGNOU
B.SC IN CHEMISTRY HONS. - undefined
The University of Burdwan, West Bengal