Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ROHAN JOACHIM

Ahmedabad

Summary

Experienced and results-driven Account Lead with over 21 years in US healthcare operations, client servicing, and process management. Proven expertise in driving performance excellence, managing cross-functional teams, ensuring SLA compliance, and maintaining strong client relationships. Skilled in training, reporting, and continuous process improvement.

Overview

21
21
years of professional experience

Work History

Quality Analyst

Wipro Ltd.
  • - Audited calls for quality assurance.
  • - Conducted quality training for new employees.
  • - Supported transition to new sub-processes.
  • - Created improvement plans for team members.

Customer Service Representative

ICall India Ltd.
  • - Handled inbound dealer calls and activated mobile connections.

Account Lead

Advantmed Pvt. Ltd.
04.2024 - Current
  • - Lead and manage 5 Team Leads overseeing a total of 50+ agents in a multi-channel contact center.
  • - Set performance expectations, review daily/weekly reports, and coach Team Leads to meet service level goals (AHT, CSAT, FCR).
  • - Partner with Operations Manager to implement strategic initiatives that improve productivity and reduce agent attrition.
  • - Conduct calibration sessions and quality audits to ensure consistency in service delivery.
  • - Facilitate leadership development workshops to prepare Team Leads for future advancement.
  • Core Competencies
  • Contact Center Leadership
  • Team Lead Development
  • Performance & KPI Management
  • Customer Experience (CX)
  • Workforce Optimization
  • Quality Assurance & Training
  • Root Cause Analysis
  • CRM & Telephony Systems
  • Professional Experience
  • Assistant Contact Center Manager

Account Lead

Medusind India Pvt. Ltd.
12.2016 - 04.2024
  • - Led a team of 30-35 employees to meet project deliverables.
  • - Prepared operational reports and maintained team records.
  • - Conducted performance reviews and provided coaching.
  • - Participated in weekly client meetings and status updates.
  • - Monitored SLA compliance and managed schedules.
  • - Disseminated updates and ensured alignment with client expectations.

Trainer – Senior Executive

Wipro Ltd.
10.2004 - 12.2016
  • - Managed onboarding and training for new hires.
  • - Delivered sessions on healthcare processes and CRM tools.
  • - Developed training materials and maintained documentation.
  • - Monitored team feedback and performance reports.

Education

Bachelor - Commerce

Rabindranath Tagore University

Higher Secondary Education - undefined

St. Xavier's Loyola Hall

Secondary Education - undefined

St. Xavier's Loyola Hall

Skills

  • Client & Stakeholder Management
  • US Healthcare Operations
  • SLA/TAT Compliance
  • Team Leadership & Development
  • Process Optimization
  • Training & Onboarding
  • CRM & Claims Processing
  • Quality Assurance
  • Performance Reviews
  • Effective Communication

Accomplishments

  • Team of the Quarter – 2017 at Medusind India Pvt. Ltd.
  • Team Excellence Award Q3 2024 at Advantmed Pvt. Ltd.

Timeline

Account Lead

Advantmed Pvt. Ltd.
04.2024 - Current

Account Lead

Medusind India Pvt. Ltd.
12.2016 - 04.2024

Trainer – Senior Executive

Wipro Ltd.
10.2004 - 12.2016

Quality Analyst

Wipro Ltd.

Customer Service Representative

ICall India Ltd.

Higher Secondary Education - undefined

St. Xavier's Loyola Hall

Secondary Education - undefined

St. Xavier's Loyola Hall

Bachelor - Commerce

Rabindranath Tagore University

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