Jyoti K

• Overseeing client engagements and ensuring alignment with key performance indicators (KPIs)
• Integration and adoption of tools to optimize operations and improve productivity
• Product and Tool Enhancement based on the business & client's needs
• Responsible for periodic client reviews to assess satisfaction levels and propose improvements for long-term growth
• Coordinating and supporting third-party and global audits, ensuring compliance with regulatory standards and best practices
• Tracking and managing PnL, ensuring budgetary adherence, and identifying cost-saving opportunities (For manpower alignement only)
• Coordinating with vendor support teams to resolve issues and ensure smooth & timely delivery of the orders
• Identifying opportunities for process automation based on data analysis to improve operational efficiency and reduce manual efforts
• Managing RCA initiatives and implementing CAPA strategies to prevent escalations
• Conducting daily performance reviews with supervisors, ensuring KPIs are being met and addressing any areas of concern promptly

• Employed for a span of 22 days, then discontinued during the training process

RESPONSIBILITIES

• Governing cross functional teams of 80 agents supported by 6 supervisor and managing there day to day operational activities
• Responsible for managing high priority escalations, Client reviews and POC for handling all client & Patient confidential data
• Managing on-ground operations for all the vendors and warehouse to ensure proper packaging (QC checks for critical cases) and on time delivery
• Responsible for managing KPI's across teams and structuring team growth paths along with the manpower planning and hiring activities
• Piloting the process of delivery of medicines (limited) with local delivery partners in NCR for same day delivery and on-boarded Zomato post success of the project
• Eliminating the operational gaps to avoid delay in delivery of the medicines to the patients and re-structuring SOP to ensure proper verification is being done at every step
• Piloting projects like "Recurring order placement" and "Document Verification" to improve overall patient experience and avoiding delay in order placement
• Introducing email ticketing management tool for seamless functioning of the process and clear visibility on the metrics and agent performance

• Responsible for monitoring and coaching a team of 30 agents
• Break down larger goals into smaller, actionable tasks for team members
• Provide constructive feedback and recognition for achievements
• Establish and track key performance indicators (KPIs) for the team
• Analyze performance metrics to identify areas for improvement

• Leading the team of 30 agents of the Lead Generation process
• Responsible for analyzing the data to identify trends, opportunities, and areas of improvement
• Responsible to prepare regular reports & reviews on the performance
• Monitor and optimize territory coverage to maximize sales opportunities
• Keeping accurate records of the sales closures and managing the weekly and monthly trends