Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Certification
References
Timeline
AdministrativeAssistant
Harshiita Nandwana

Harshiita Nandwana

Jaipur

Summary

Dynamic Assistant Manager with a proven track record at Shubhashish Homes, excelling in team management and customer service. Enhanced performance metrics through strategic initiatives and effective conflict resolution. Proficient in data analysis and reporting, driving operational excellence and fostering a culture of continuous improvement.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager – Customer Delight-Hospitality

Shubhashish Homes (JK Jajoo Ventures)
Jaipur
02.2023 - Current
  • Enhanced team collaboration through strong communication and interpersonal skills.
  • Elevated customer service performance metrics through strategic initiatives.
  • Managed high-pressure situations, resolving conflicts efficiently and effectively.
  • Trained and mentored staff to support professional growth and development.
  • Utilized analytical skills for comprehensive reporting and data analysis.
  • Adapted to flexible work hours, including weekends and holidays, to fulfill operational requirements.
  • Leveraged proficiency in Microsoft Office and customer service software to streamline workflows.
  • Coordinated logistics for in-house events while ensuring compliance with security protocols.
  • Enhanced customer service performance through effective communication and conflict resolution, ensuring high levels of customer satisfaction.
  • Trained and mentored staff to improve service delivery, fostering a culture of excellence and commitment to customer satisfaction.
  • Utilized strong analytical skills to generate insightful reports, aiding in strategic decision-making and service improvement.

Asst. Manager

Park Hospital
Jaipur
02.2022 - 01.2023
  • Supervised and led front desk operations, ensuring smooth handling of OPD registrations, admissions, discharges, and patient queries.
  • Managed high-volume patient footfall with efficiency, maintaining a calm and professional environment during peak hours.
  • Implemented and monitored customer feedback mechanisms, ensuring timely redressal of patient complaints and enhancing patient satisfaction.
  • Coordinated closely with nursing, billing, and medical teams to ensure seamless patient flow and effective communication.
  • Trained and mentored front office staff in hospital etiquette, communication skills, and patient-handling protocols.
  • Oversaw cash and billing transactions at the front desk, ensuring accuracy and transparency.
  • Ensured compliance with hospital SOPs, NABH guidelines, and maintained proper documentation and records.

Patient Care – COVID Ward (EPABX In-charge)

Impetus Consulting -CK Birla Hospitals
Jaipur
12.2019 - 10.2021
  • Operated as the EPABX In-Charge for the Covid Ward, ensuring uninterrupted internal and external communication flow across departments.
  • Managed round-the-clock communication between patient families and hospital teams, particularly during restricted visitation periods.
  • Played a critical role in information coordination, promptly relaying updates between doctors, nursing staff, and patient relatives.
  • Maintained detailed call logs and escalation records to support transparency and timely follow-up.
  • Ensured emergency communication support during critical cases, acting as a bridge between ICU/ward staff and concerned stakeholders.
  • Trained in handling sensitive and emotional communication with empathy and professionalism during crisis periods.
  • Supported the administrative team in managing Covid protocol adherence and patient service coordination.

Floor Manager

Shalby Hospital
Jaipur
07.2019 - 08.2020
  • Oversaw day-to-day patient care operations across assigned hospital floors, ensuring smooth coordination between nursing, housekeeping, and support staff.
  • Acted as the first point of contact for patient and attendant concerns, resolving issues promptly to ensure patient satisfaction.
  • Monitored bed occupancy, patient movement (admissions, transfers, discharges), and ensured timely updates in coordination with the admission and billing departments.
  • Supervised cleanliness, hygiene, and facility upkeep, ensuring compliance with hospital standards and infection control protocols.
  • Ensured timely delivery of clinical and non-clinical services, including food, linen, and diagnostics coordination.
  • Collaborated with doctors, nurses, and technicians for inter-departmental coordination and patient workflow management.
  • Maintained floor activity logs and incident reports, and participated in internal audits and rounds.
  • Trained and guided support staff to maintain high levels of patient service, courtesy, and discipline.

Patient Care Executive

EHCC Hospital
Jaipur
09.2016 - 12.2019
  • Managed front desk operations, including patient registration, enquiry handling, and appointment scheduling.
  • Assisted in IPD and OPD coordination, ensuring patients were guided appropriately through their treatment journey.
  • Facilitated admissions and discharge processes by coordinating with the billing, nursing, and medical teams.
  • Handled cash collection, billing entries, and ensured accurate data entry into the hospital management system.
  • Acted as a first point of contact for patients and attendants, delivering high standards of customer service and care.
  • Addressed patient concerns and escalated issues to relevant departments for timely resolution.
  • Maintained proper documentation and ensured adherence to hospital protocols and confidentiality standards.
  • Supported the team in managing emergency cases, ensuring immediate registration and internal coordination.

Customer Support Executive

Teleperformance (Amazon India Process)
Jaipur
08.2014 - 06.2016
  • Handled inbound and outbound customer calls, addressing service-related and order-specific queries for Amazon India customers.
  • Resolved issues related to order tracking, cancellations, refunds, replacements, and account support with accuracy and empathy.
  • Maintained high levels of customer satisfaction by delivering prompt, polite, and solution-oriented support.
  • Achieved and sustained call quality, average handling time (AHT), and first-call resolution (FCR) targets.
  • Documented all interactions in the CRM system to ensure accurate record-keeping and follow-ups.
  • Participated in regular training sessions and quality audits to improve product knowledge and communication skills.
  • Assisted in escalating complex issues to the appropriate support levels while ensuring timely resolution for the customer.

Education

secondary Examination -

Delhi Open School
Delhi

Seniour Secondary -

Delhi Open School
Delhi

BBA -

Punjab State Council Of Basic Technical Education
Jaipur, Rajasthan

MBA - Marketing

Sikkim State University
Jaipur, Rajasthan

Skills

  • Team Management
  • Problem Solving
  • Communication
  • Call Center Management
  • Training and Development
  • Quality Assurance
  • Active Listening
  • Emotional Intelligence
  • Negotiation Skills
  • Customer Service Management
  • Call Center Management Software
  • Customer Relationship Management (CRM) Software
  • Customer service
  • Event coordination
  • Patient flow management
  • Operational compliance
  • Team collaboration
  • Staff training
  • Conflict resolution
  • Communication skills
  • Time management
  • Interdepartmental coordination
  • Problem solving
  • Workflow optimization
  • Team leadership
  • Problem-solving
  • Decision-making
  • Adaptability and flexibility
  • Multitasking and organization
  • Customer service and satisfaction
  • Money handling
  • Goal setting
  • Team motivation
  • Customer relations
  • Scheduling and planning
  • Verbal and written communication
  • Employee supervision
  • Operations management
  • Reporting and documenting
  • Staff management
  • Workload management
  • Staff supervision
  • Employee engagement
  • Employee scheduling
  • Sales growth
  • Inventory management
  • Staff training and development
  • Workplace safety compliance
  • Team motivation techniques
  • Staff development
  • Cost reduction
  • Cost control
  • Coaching and mentoring
  • Marketing
  • Employee performance evaluation
  • Performance evaluation
  • Recruiting and interviewing
  • Employee performance evaluations
  • Negotiation
  • Process improvement strategies

Personal Information

  • Father's Name: Lt.Mr.Rajesh Nandwana
  • Mother's Name: Lt.Mrs.Asha Nandwana
  • Marital Status: Divorced

Certification

Core Values Awards for two consecutive years for spreading happiness

References

References available upon request.

Timeline

Assistant Manager – Customer Delight-Hospitality

Shubhashish Homes (JK Jajoo Ventures)
02.2023 - Current

Asst. Manager

Park Hospital
02.2022 - 01.2023

Patient Care – COVID Ward (EPABX In-charge)

Impetus Consulting -CK Birla Hospitals
12.2019 - 10.2021

Floor Manager

Shalby Hospital
07.2019 - 08.2020

Patient Care Executive

EHCC Hospital
09.2016 - 12.2019

Customer Support Executive

Teleperformance (Amazon India Process)
08.2014 - 06.2016

secondary Examination -

Delhi Open School

Seniour Secondary -

Delhi Open School

BBA -

Punjab State Council Of Basic Technical Education

MBA - Marketing

Sikkim State University

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Harshiita Nandwana