Pratik Hemachandra Keni
Mumbai
Summary
Professional with over 10 years of experience in HealthTech, SaaS, and Hospitality, specializing in client success and operations. Proven ability to apply critical thinking for problem-solving and driving efficient outcomes. Expertise in public and client relations, fostering trust through effective communication and collaboration. Skilled in process optimization and data analysis to enhance client experiences and operational performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Success & Operations Specialist
Welcome Cure
Mumbai
05.2024 - Current
- Managed client onboarding and ongoing support for HealthTech SaaS solutions, taking ownership of client journeys to ensure seamless adoption and satisfaction.
- Applied critical thinking to analyze client needs, gather requirements, and collaborate with IT/product teams on tailored solutions.
- Built strong client relations through proactive communication, reducing query resolution time by 40% with AI-driven tools and automation.
- Enhanced public relations by coordinating with marketing for client engagement strategies, improving retention by 30%.
- Delivered training via LMS platforms, optimizing workflows and fostering long-term partnerships.
Operations & Market Analyst
Franchise Brigade
Mumbai
11.2023 - 04.2024
- Conducted in-depth market research and analysis to support strategic decisions, owning end-to-end processes for franchise onboarding and performance tracking.
- Used critical thinking to evaluate trends, competitor data, and client feedback, providing actionable insights for business improvements.
- Strengthened client relations by delivering personalized support and maintaining accurate documentation in CRM systems.
- Streamlined workflows and created SOPs, enhancing efficiency and ensuring consistent quality in operations.
- Collaborated cross-functionally to align strategies with organizational goals, promoting positive public relations through responsive engagements.
Operations Unit Head
Tea House
Vasai
10.2020 - 10.2023
- Led daily operations with full accountability, applying critical thinking to refine processes and drive sustainable growth in a dynamic hospitality environment.
- Managed client and vendor relations, negotiating terms and integrating feedback to improve service quality and satisfaction.
- Designed and implemented SOPs for budgeting, resource allocation, and team delegation, optimizing efficiency.
- Analyzed customer behavior data and market trends to inform decisions on offerings and pricing.
- Fostered strong public relations through community-focused initiatives and prompt issue resolution.
Operations & Client Coordinator
BookEventz.com
Mumbai
02.2020 - 10.2020
- Supported operational coordination and client management for event booking services, owning project timelines and documentation.
- Gathered client requirements and conducted market analysis to identify opportunities and streamline processes.
- Built client relations by handling inquiries, follow-ups, and ensuring smooth service delivery.
- Applied critical thinking to structure workflows and support team collaboration in a fast-paced setting.
Assistant Operations Manager
Lush International
Mumbai
07.2015 - 12.2019
- Oversaw team operations and audits, taking ownership of compliance and efficiency improvements in a retail environment.
- Conducted internal audits and data analysis to identify gaps, recommending process enhancements that reduced costs.
- Managed client relations through training programs and responsive support, enhancing overall satisfaction.
- Collaborated with cross-functional teams to maintain standards and foster positive public relations.
Hospitality Operations Intern
ITC Hotels
Mumbai
06.2010 - 10.2010
- Gained hands-on experience in cross-functional operations, including front office, food & beverage, and housekeeping.
- Developed client interaction skills and learned international standards, applying critical thinking to daily tasks.
- Supported team coordination and built foundational relations in a professional setting.
Education
B.Sc. - Hospitality Administration Management
Indira Gandhi National Open University (IGNOU)
Gandhinagar Gujrat01.2013
High School Diploma - Business/Commerce
R. A. Podar College of Commerce & Economics
01.2009
Skills
- Client Relations
- Public Relations
- Critical Thinking
- Problem-Solving
- Ownership
- Accountability
- Business Analysis
- Requirements Gathering
- Data Insights
- Process Mapping
- SOP Design
- Workflow Optimization
- CRM Tools
- AI Tools
- Automation
- Stakeholder Management
- Onboarding
- Retention
- Market Research
- Competitive Analysis
- Project Coordination
- Agile Collaboration
- Cross-Functional Leadership
- Reporting
- Documentation
- Budgeting
- Resource Planning
Websites
Certification
- Business Analyst Foundation (LinkedIn Learning)
- Business Analysis Crash Course (LinkedIn Learning)
- Strategic Business Analysis Essentials (LinkedIn Learning)
- New Product Development, Business Strategy, Business Acumen, Strategy Consulting, and Design Thinking for Senior Managers
- MS-CIT (Basic IT Skills)
Languages
- English, Professional Working
- Hindi, Intermediate
- Marathi, Native
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Timeline
Client Success & Operations Specialist
Welcome Cure
05.2024 - Current
Operations & Market Analyst
Franchise Brigade
11.2023 - 04.2024
Operations Unit Head
Tea House
10.2020 - 10.2023
Operations & Client Coordinator
BookEventz.com
02.2020 - 10.2020
Assistant Operations Manager
Lush International
07.2015 - 12.2019
Hospitality Operations Intern
ITC Hotels
06.2010 - 10.2010
B.Sc. - Hospitality Administration Management
Indira Gandhi National Open University (IGNOU)
High School Diploma - Business/Commerce
R. A. Podar College of Commerce & Economics
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