Pooja H
Bengaluru
Summary
I have shown 5 years of demonstrated success across customer experience, customer success, clinic management, operations, reporting and dentistry. Strong desire to learn, data driven mindset, consumer facing expertise, cross functional work experience, and strong people skills are some of my biggest strengths.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Even Healthcare
Bengaluru
03.2024 - Current
- Managed a team of 8 CSMs/CEMs driving performance across key KPIs including CSAT, response time, resolution time, and renewals.
- Implemented end-to-end customer onboarding and support workflows, ensuring seamless and accurate medical and operational checks, removing bottle-necks, reducing follow-ups & rework, which resulted in onboarding related refunds going down by 50%
- Launched and scaled a customer outreach and retention program, significantly improving renewal rates and customer lifetime value by 25%.
- Used data analysis (Excel and other CRM dashboards) to track trends, identify root causes, and drive continuous improvement.
- Improved product performance by conducting thorough analysis, and collaborating with cross-functional teams to address and resolve flaws, ensuring a better client experience.
Center Manager and Operations Manager
Practo Technologies
Bengaluru
02.2023 - 02.2024
- Pioneered Practo's Dental Clinic Partnerships in India by working closely with doctors and Practo's marketing, operations, sales, technology and finance teams
- Responsible for end to end patient lifecycle, including patient conversions, appointments, follow-ups, recommending treatment plans, payments, and patient relationship management
- Revenue reconciliation with Practo Finance by preparing detailed financial reports
- Trained and Managed over 50 Center Managers as part of Practo's Central Operations Team during June. July and August
Center Head
Oraliah Dental Clinics
Bengaluru
02.2021 - 10.2022
- Set up Oraliah's first dental clinic in Bengaluru by managing supply chain and human resources
- Created SOPs, managed financials, revenue reconcilliation and business projections
- Patient Management and Dentistry
Education
Master's in Hospital Administration -
JSS University, Mysore
Bachelor's in Dental Surgery -
JSS Dental College, Mysore
Skills
Customer Experience
Customer Relationship Management
Business Forecasting
Data Analysis
Team Leadership
Process Improvement
Cross-functional Collaboration
Problem solving
Timeline
Customer Success Manager
Even Healthcare
03.2024 - Current
Center Manager and Operations Manager
Practo Technologies
02.2023 - 02.2024
Center Head
Oraliah Dental Clinics
02.2021 - 10.2022
Master's in Hospital Administration -
JSS University, Mysore
Bachelor's in Dental Surgery -
JSS Dental College, Mysore