Mohsin Pathan

• Leading the recruitment, training, and performance enhancement of hospital staff
• Serving as a bridge between staff, management, and patients, ensuring seamless communication
• Designing and executing short, medium, and long-term goals for the medical facility
• Managing budgets, developing operational strategies for each department, and monitoring finances
• Setting rates for health services, creating budgets, and overseeing revenue
• Initiating fundraising events and fostering community partnerships to raise funds
• Optimizing operational procedures for superior patient care
• Developing and implementing innovative policies to enhance patient experience and satisfaction
• Monitoring and advancing hospital research efforts
• Ensuring strict compliance with government policies and legal regulations
• Managing insurance reimbursement processes and insurance provider partnerships
• Safeguarding the security and integrity of patient healthcare records and facility data
• Leading communication with medical professionals, staff, and vendors
• Educating the public on crucial health issues through impactful campaigns and community events.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Analyzed customer feedback data to develop action plans for improving services offered.
• Organized special events such as conferences or training sessions for employees.
• Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
• Scheduled interviews for potential candidates and conducted reference checks prior to hire.
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Trained employees on additional job positions to maintain coverage of roles.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Recruited and hired qualified candidates to fill open positions.
• Recruited and trained new employees to meet job requirements.

• Facilitating smooth doctor's cover and payment handovers
• Conducting daily briefings for efficient team communication
• Preparing salaries and overseeing financial matters
• Planning budgets, setting health service rates, and ensuring quality assurance
• Managing patient records and maintaining efficient filing systems
• Serving as the primary point of contact for internal and external stakeholders
• Regularly visiting patient wards to ensure quality care
• Managing documentation, conducting interviews, and handling hiring processes
• Fostering strong relationships with employees, addressing their queries and concerns
• Driving recruitment processes and aligning them with local regulations and company procedures
• Coordinating interviews, providing support to the HR department, and ensuring a smooth onboarding process
• Managing leaves, attendance, payroll, exit interviews, and final settlements
• Spearheading policy revisions and addressing HR-related issues
• Organizing travel accommodations and processing expense forms
• Promoting corporate strategies and setting clear expectations for team members
• Conducting daily 15-minute meetings with new joiners and fostering teamwork
• Monitoring quality, customer satisfaction, and key performance metrics
• Analyzing and improving team performance through audits and quality initiatives.

• Leading a dedicated team of 40 Agents
• Managing communications for inactive cases with the client
• Conducting daily briefings to keep the team updated
• Planning weekly rosters for CSR and support staff
• Auditing 10 calls daily to improve team quality
• Organizing team meetings on a weekly basis
• Facilitating daily 15-minute meetings, focusing on performance metrics
• Conducting interviews for new hires and supporting the HR department
• Implementing comprehensive training programs for staff
• Encouraging ongoing learning and development, and recommending management strategies.
• Developed strategies for improving customer service levels, productivity and efficiency.
• Coached, mentored and trained junior team members on their roles and responsibilities.
• Monitored staff performance through observation, audits and reports.
• Provided guidance to team members in resolving complex issues or complaints.

• Handling team of 30 csr
• Auditing calls of team members to improve their quality
• Provided coaching and feedback on employee performance, encouraging professional development.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Briefing new products to team
• Updating scores of C-sat & quality to new team members
• Daily Logins target in morning & achievement on next day morning with targets
• Mail of Blank cases along with cycle allocation day & value aging wise to Me
• Planned leaves in month beginning
• On basis of planned leaves gives manpower planning-Predictive logins of the month
• Listening Daily 5 Calls & Maintaining the Quality Sheet with giving feedback(Specially Includes RTP Cases)
• Observe Quality/ C sat score
• Total Success calls (Mtd/ FTD / Average) – 2 highest and 2 lowest agent name with reason
• Total Login time (Mtd/ FTD / Average) – 2 highest and 2 lowest agent name with reason
• Conducted regular performance reviews to assess individual team member progress.

• Build trust between team members.

• Inspire and motivate teamwork for achieving goals.

• Influence valuable changes.

• Be open to new ideas coming from team members.

• Consult frequently with key team members.

• Establish an open discussion for decision-making.

• Distinguish the team from others – create an identity for the team.

• Encourage and support independent thinking.

• Recognize the skills of key team members and utilize their strengths to the benefit of the team.

• Define and state expectations and objectives with the team members. Ensure that all members understand the missions ahead.

• Eliminate disagreements between members – be the mediator. Set a behavioral code if necessary.

• Consider giving incentives to boost results.

• Evaluate results in a timely fashion.

• Developed new business opportunities by prospecting for leads and cold calling.
• Conducted follow-up calls with prospects to identify needs, propose solutions and close sales.
• Generated high quality sales leads through effective research methods.
• Created customized presentations for prospective clients to demonstrate product features and benefits.
• Maintained an organized database of contacts and client information.
• Identified key decision makers within target organizations and developed relationships with them.
• Achieved monthly sales targets set by management team.
• Analyzed market trends, competitor strategies, industry developments. to formulate competitive selling strategies.
• Prepared weekly progress reports on sales activities and results achieved.
• Collaborated with marketing team to develop promotional materials such as brochures, flyers, emails.
• Participated in trade shows and other events to promote products and services of the company.
• Attended regular meetings with internal stakeholders to discuss progress towards goals.
• Adhered to all company policies related to data security, privacy regulations and ethical standards in selling practices.
• Actively participated in team meetings with other members of the organization's sales department.
• Called lead lists resulting from various marketing campaigns to achieve sales.
• Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
• Developed new leads each day at or above quotas.
• Achieved established sales targets by generating new customer accounts.

• Responsibilities
• Monitor performance of call center that includes Regular Adherence of Service levels with the criteria of Received , Answered & Abandoned calls, Quality Audit & call wrap ups.
• Ensuring that every team member is updated with the latest product & offers available in the process.
• Preparing daily manpower roaster for the process.
• Ensuring call quality and dealer satisfaction by coordinating with the team members and quality team.
• Conduct Performance Improvement Program for the average performing associates across the process.
• Regular Refresher programs conducted based on the gap identification for the entire customer-interfacing group.
• Monitor and evaluate performance of the entire customer-interfacing group by regular audits and JKQs.
• Audit of various interactions with retailer through different touch points to ensure high standards of quality.
• Imparting crucial hand for the training of the New Joiners.
• Satisfaction of Channel Partners & Prepaid Sales Team amongst the top priorities which was mapped through DICE (Dealer’s ICE).
• Also solving depletion cases, top-up related issues, Validity issues.
• Also handling lapu reversal process which includes wrong recharge through retailers.
• Handled escalated calls and closed critical issues of retailers on priority basis.
• Handled a Team of more than 15 people.
• Preparing all the call center report and making analysis of all these report.
• Preparing datewise calling report and data capture report.
• ACHIEVENENTS
• Received Best Team leader’s award from Amanjit Kaur (CSD dept) in the month of April’08.
• Awarded as a Best Team leader for the month of Aug’08 by Ravindra Upadhayay (Head of customer service dept ).
• Also received Best Team leader’s award from “Pagepoint services (I) Pvt Ltd for the month of June09, Aug’09 and Sep’09.

• Provided customer service by responding to phone, email, inquiries in a timely manner.
• Developed and maintained relationships with customers to ensure their satisfaction.
• Investigated customer complaints and provided solutions within acceptable time frames.
• Resolved billing issues and disputes through effective problem solving techniques.
• Gathered customer feedback and reported it to management for further action.
• Assisted customers with product selection based on individual needs.
• Created detailed reports of customer interactions for internal records keeping purposes.
• Communicated new products and services information to existing customers via email campaigns.
• Analyzed call data to determine areas of improvement in the customer care process.
• Identified cross-selling opportunities while interacting with customers.