Malaaya Sahoo
Mumbai
Summary
A result oriented professional with over 10 years of experience in Operations, Customer Service and Complaint Handling Presently associated with Yashoda Hospitals as Assistant Manager Operations OPD & Diagnostics. An effective communicator with good relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude with determination. Successful in motivating team members through clear communication and coordination.
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
12
12
years of professional experience
Work History
Assistant Manager of Operations
Yashoda Hospitals
Hyderabad
07.2022 - Current
- Assisted in developing operational plans and strategies to meet organizational objectives.
- Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures.
- Provided guidance to staff on operational matters, resolving issues as they arise.
- Developed and maintained effective relationships with cross-functional departments and the consultants.
- Coordinated the implementation of new processes and systems to improve overall operations.
- Ensured that quality control standards were met by monitoring performance against established goals.
- Analyzed data to identify areas for improvement in operational performance.
- Organized training sessions for staff members on various aspects of operations management.
- Maintained records of all operational activities including personnel information, inventory levels, customer service metrics.
- Collaborated with other teams within the organization to ensure smooth functioning of day-to-day operations.
- Reviewed employee performance regularly providing feedback to help them reach full potential.
- Participated in meetings with senior executives regarding project updates or strategic planning initiatives.
- Used excellent verbal skills to engage patients and their attendants in conversation and effectively determine needs and requirements.
Section Head - Operation
Metropolis Healthcare Limited
Worli, Mumbai
12.2020 - 06.2022
- To handle operations and service of Home Service Department
- Handling 170 plus on field phlebotomist & 12 back-end team members
- To ensure smooth functioning and give quality service to every patient and clients
- Handling day to day queries related to the Home visit
- Coordinating with labs for any pending reports
- So that any TAT does not exceed
- To look after material management in order to run all visits hassle free
- Availing on the spot visits to VIP patients
- To supervise & extend necessary support to back-end complaint team
- Preparing MTD & FTD reports
Executive - Billing & Operations
Apollo Hospitals Enterprises Limited
CBD Belapur, Navi Mumbai
04.2019 - 11.2020
- To handle operations and service of OPD department
- To ensure smooth functioning and give quality service to every patient and clients
- Handling day to day queries related to the consultations & investigations
- Coordinating with labs for any pending reports
- So that any TAT does not exceed
- To look after billing and administrative work as assigned
- Maintaining effective coordination between doctors and patients
- Handling end to end operations of Apollo 24/7 (Online Consultations)
- Preparing MTD & FTD reports for complete OPD (Walk-In & Online)
Sr. Customer Care Executive - Retail Operation
Suburban Diagnostics Private Limited
CBD Belapur, Andheri, Mumbai
05.2017 - 03.2019
- To handle operations and service of the cluster
- To ensure smooth functioning and give quality service to every patient and clients
- Handling day to day queries related to the packages and blood tests
- Handling staff from each department and check on the completion of the work
- Coordinating with labs for any pending reports
- So that any TAT is not exceeds
- To check with all clients whether all reports are delivered to them
- To generate revenue for through means of marketing activities like camps, tie up and branding in the areas
- Successful organization and execution of in-centre activities for increasing footfall
Team Lead - Complaint Management & Appellate Authority
TATA Teleservices Limited
Old Ishwar Nagar, Delhi
03.2013 - 03.2017
- Handling a Non Tech Complaint Management team of 5 members
- Leading team to achieve the required SLA by resolving escalations (customer complaints) and close looping the same post investigating with concerned channel related to Non-Technical and Technical
- Preparing reports and publishing the same to highlight the performance made by the team which led to showcase the KPI achievements
- Coordinating with responsible channel managers & several teams to handle escalation and resolving customer service related issues
- Attending escalation from top level managements including MD, President
- Circle heads, Etc
- Look after the Walk in escalations at Head Office
Education
Bachelor of Science -
Dr. A.P.J. Abdul Kalam University
Indore01.2013
HSC -
Pattamundai Higher Secondary School
Orissa01.2011
SSC -
Pattamundai Higher Secondary School
Orissa01.2010
Skills
- Cross-functional coordination
- Customer Retention
- Data Analysis
- Incidents management
- Inventory Management
- Microsoft Office expertise
- Team Building/Leadership
- Process improvement strategies
- Quality Assurance Controls
- Complaint Handling
- Customer Service
- Problem-solving skills
- Multitasking
- Rapport Building
- Excellent Communication
- Administrative Skills
- Interpersonal Skills
- Operations Management
Accomplishments
- Promoted as Sr. Team Lead-Complaint Management 2013. Working as an executive in same team. Looking at the process knowledge and performance led me to gain management's faith in me and confidence to drive the team within a year time.
- Promoted as Sr. Team Lead-Appellate Authority in 2016. It was always more thrilling to work for and work with challenges. Looking at cross-functional work attitude and satisfactory performance, I have awarded with the new responsibility.
- Appointed as Acting - Project Manager 2020. Successfully established virtual consultation program in Apollo Hospital during pandemic. Which later proven to be a grand success for Organization. Looking to the success of the concept, other competitors put their foot into it.
Strength
- Decision Making
- Leadership Skills
- Microsoft PowerPoint
- Problem Solving
- Ability to Multitask
- Teamwork
- Fast Learner
- Effective Time Management
- Adaptability
- Project Management
- Communication Skills
- Leadership
- Microsoft Office
- Customer Service
Hobbies and Interests
Music, Dance, Learning, Trekking
PERSONAL DOSSIER
- Father Name: Mr. Anant Manulal Sahoo
- Date of Birth: 14th September, 1993
- Marital Status: Unmarried
- Religion: Hindu
Languages
English
First Language
Marathi
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Odiya
Advanced (C1)
C1
Telugu
Elementary (A2)
A2
Disclaimer
I firmly affirm that all the information furnished above are true to the best of my knowledge
Timeline
Assistant Manager of Operations
Yashoda Hospitals
07.2022 - Current
Section Head - Operation
Metropolis Healthcare Limited
12.2020 - 06.2022
Executive - Billing & Operations
Apollo Hospitals Enterprises Limited
04.2019 - 11.2020
Sr. Customer Care Executive - Retail Operation
Suburban Diagnostics Private Limited
05.2017 - 03.2019
Team Lead - Complaint Management & Appellate Authority
TATA Teleservices Limited
03.2013 - 03.2017
Bachelor of Science -
Dr. A.P.J. Abdul Kalam University
HSC -
Pattamundai Higher Secondary School
SSC -
Pattamundai Higher Secondary School
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