Joaquin Mary. David
Chennai
Summary
Dynamic professional with a proven track record at Connect and Heal Primary Care Pvt. Ltd., excelling in team leadership and customer relations. Skilled in Microsoft Office and employee supervision, I successfully conducted over 80 medical camps, enhancing client satisfaction and operational efficiency while fostering a motivated team environment.
Overview
9
9
years of professional experience
Work History
Assistant Manager- Enterprise Sales & Projects
Connect and Heal Primary Care Pvt. Ltd.
Chennai
12.2022 - 01.2025
- I have conducted over 80 medical camps from December 2022 to January 2025 in Chennai for corporate sector companies, provided concierge services, and collaborated with hospitals, clinics, and diagnostics.
- I had been responsible for connecting with the local HRs of the company, particularly for the Chennai location, and virtually for the Hyderabad location, understanding their concerns, having them documented, and following up on any open points to closure in order to conduct a medical camp.
- Coordinated with other departments to ensure a smooth flow of operations, to run successful medical camps.
- Preparing and maintaining reports, and sharing them with leads from time to time.
- Connect with business leads, and maintain a good rapport.
- Coordinate with clients to gather business requirements, and ensure reports meet their needs.
- Provide inputs and requirements to reporting analysts to ensure accurate and timely report generation.
- Ensure all medical reports are compliant with industry standards and regulations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance, and provided ongoing feedback and coaching to drive performance improvement.
- Negotiated pricing for medicines, vaccines, etc., from the vendor so as to benefit the company.
- Supervised daily operations, including scheduling shifts and assigning duties for phlebotomists, doctors, and nurses for the medical camp's purpose.
- Managed customer service inquiries and complaints in a timely manner.
- Upload and send medical reports to employees, with the given turnaround time.
- Maintained up-to-date knowledge of the company's products and services.
- Resolved conflicts between team members in an effective manner.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Planned and led team meetings to review business results, and communicate new and ongoing priorities.
- Collaborated with management on developing strategic plans for achieving successful medical camps.
Team Leader
Connect and Heal Primary Care Pvt. Ltd.
Mumbai
04.2021 - 11.2022
- Oversaw quality control to identify inconsistencies and malfunctions.
- Held regular one-on-one meetings with employees to review performance, priorities, and provide feedback.
- Conducted regular performance reviews to assess individual team members' progress.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Motivated and empowered team members to build customer satisfaction and loyalty, to support retention and growth.
- Held weekly meetings with team members to review project updates, discuss issues, and brainstorm solutions.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction and also maintained 98% CSAT in my team.
- Resolved conflicts between team members in an effective manner.
- Maintained a positive working relationship with fellow staff and management.
- Reviewed completed work to verify consistency, quality, and conformance.
- Created training materials and conducted group training sessions on new processes or procedures.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Implemented strategies to take advantage of new opportunities.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Promoted to a leadership position in recognition of a strong work ethic, and provided exceptional customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Analyzed key performance indicators to identify effective strategies.
- Offered training and support to keep team members motivated and working toward objectives.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Facilitated training sessions for new employees on company policies and procedures.
- Maintained a positive work environment that promoted collaboration among team members.
- Identified the needs of customers promptly and efficiently.
Customer Experience Executive
OnsiteGo Electro Services (Pvt) Ltd
Mumbai
10.2018 - 12.2020
- Resolving queries and updating customers on product warranties through calls.
- Dealing with warranties for the product.
- Handled escalation calls from customers methodically.
- Training new joiners on process and product knowledge.
- Handled a team as a team coach for regional language.
- Handled the chat process and also managed to chat with five customers at a time, rendering a 95% CSAT.
- I worked on the Haptik tool and installed system-generated chat sentences that help reduce time consumption and provide quick resolutions by rendering 100% CSAT.
Credit Analyst
Accenture Solutions Pvt Ltd, Chennai CDC5
Chennai
10.2015 - 12.2017
- Direct contact with U.S. residential customers.
- Subject Matter Expert in Supra Business-to-Customer Process (B2C).
- Allocating batches for the individuals to perform their tasks.
- Handling outbound calls and emails to the U.S. Residential customers are to collect payments for outstanding invoices.
- Generating various daily and monthly reports.
- Handled B2B customers for the UK region.
- Supporting the AR process of Carrier Refrigeration (UK), which is a business-to-business (B2B) process.
- Knowledge transfer to new joiners.
- Implemented time-saving concepts in the process.
- I was promoted to UTC HR-Connect as a reward for the efficient work outcomes from the B2C process.
- Direct contact with HR.
- Payroll-related queries and HR-related queries.
- Password reset is done, and calls are made.
- I solved technical queries through calls and emails.
- General profile updates on the Workday tool.
- Follow up on tickets and emails sent by HR and customers.
Education
MBA - HR & Finance
Achariya School of Business & Technology
Pondicherry08.2015
Bcom - Banking And Insurance
NG Acharya & DK Marathe College, Mumbai University
Mumbai07.2013
Higher Secondary Course -
SRP College of Arts, Science And Commerce
Mumbai06.2010
Loreto Convent School
Chembur, Mumbai04.2008
Skills
- Team building
- Employee supervision
- Microsoft Office expertise
- Team motivation techniques
- Customer rapport
- Staff training and development
- Verbal and written communication
- Orienting and training
- Customer relations
- Employee engagement
- Customer service and satisfaction
- Customer service
- Decision-making
- Team leadership
- Quality analyst
Accomplishments
- Published a journal on the relationship between cost and sales with effect to profitability on Rashtriya Chemicals and Fertilizers Ltd, Mumbai, in 2013
- Received recognition from Connect and Heal Primary Care, Pvt. Ltd. for being a good team leader and maintaining CSAT of 99% in 2022
- Received appreciation from the Managing Director, Capt. Anubhav Jain of IOTL Ltd for providing concierge services at Apollo Diagnostics Center, T. Nagar, Chennai, in 2023
- Received appreciation from the Technical Head of Logitech, Mr. Balajee Raman for concierge services at Apollo Diagnostics Center, T. Nagar, Chennai, in 2023
Languages
- English, First Language
- Marathi, Upper Intermediate (B2)
- Hindi, Upper Intermediate (B2)
- Tamil, Intermediate (B1)
Timeline
Assistant Manager- Enterprise Sales & Projects
Connect and Heal Primary Care Pvt. Ltd.
12.2022 - 01.2025
Team Leader
Connect and Heal Primary Care Pvt. Ltd.
04.2021 - 11.2022
Customer Experience Executive
OnsiteGo Electro Services (Pvt) Ltd
10.2018 - 12.2020
Credit Analyst
Accenture Solutions Pvt Ltd, Chennai CDC5
10.2015 - 12.2017
MBA - HR & Finance
Achariya School of Business & Technology
Bcom - Banking And Insurance
NG Acharya & DK Marathe College, Mumbai University
Higher Secondary Course -
SRP College of Arts, Science And Commerce
Loreto Convent School
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