Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
Generic

Rupa Sharma

Bangalore

Summary

Dynamic Service Operations Team Lead with proven expertise in driving continuous improvement, effective communication, and customer service excellence. Experienced in mentoring teams to meet service level agreements and enhance operational efficiency. focused on leading professional teams and smooth operations to accomplish business objectives. Reliable in exceeding expectations for quality, safety and efficiency. Service personnel with business knowledge and management experience to positively impact team operations. Versed in healthcare industry best practices and business operations and always looking for opportunities for improvement.

Overview

14
14
years of professional experience

Work History

Service Operations Team Lead

Siemens Healthcare Pvt Ltd
01.2023 - Current
  • Lead, motivate, and mentor a team to ensure objectives are met and employees are engaged and productive.
  • Monitor team and individual performance data, identifying areas for improvement and providing constructive feedback.
  • Drive continuous improvement in service delivery processes to enhance efficiency and effectiveness.
  • Work with cross functional teams and stakeholders to ensure alignment and achieve overall business goals.
  • Act as a point of escalation for complex issues, resolving them in a timely and professional manner.
  • Ensure the team meets defined service level agreements (SLAs) and maintains a high level of customer satisfaction.

Application Service Engineer

Siemens Healthcare Pvt Ltd
07.2021 - 11.2024
  • Provide Application Training to service provider team, support the service team in identifying and troubleshooting customer issues.
  • Supporting Field Service engineer on pre and post installation process, customer training, instrument validation documentation.
  • Conducting Instrument Technical, operational training and Workshop for Clinician, Doctors, Nurses and laboratory staffs etc.
  • Providing Technical sessions for internal and external customer.
  • Monitoring and analyzing the product quality failure product specifically and providing timely feedback to different stakeholders.
  • Providing Solution to Field Service Engineer on Field calls.
  • Escalation of product issues to document possible problems and Provide feedback to customers service team and identify key issues or problems on the customer side by utilizing system processes.

Diagnostics Liaison Manager

AstraZeneca Pharma Ltd.
01.2020 - 07.2021
  • Working on Oncology Molecule (Lung cancer, Women's Cancer and Hematology malignancies).
  • Identifying and developing needs-based relationships with Pathologists and molecular pathologists, scientific experts, laboratory decision makers, thought-leaders.
  • Developing robust testing facilities in strategic centers, including protocol support, working on identification and removing bottlenecks in testing, monitoring the number and performance of testing.
  • Identifying barriers to diagnostics testing through diagnostic testing labs, diagnostics kit companies, lab networks and HCPs.
  • Execution of tactical plans locally to support and educate on appropriate testing to support the trail data points.
  • Organizing non-promotional scientific session with HCPs to deliver technical and medical data.

Application Service Engineer

Siemens Healthcare Pvt Ltd
10.2014 - 01.2020
  • Assessed Customer education needs, Planned, designed and delivered equipment and application education.
  • Provide Application Training to service provider team, support the service team in identifying and troubleshooting customer issues.
  • Conducting Instrument Technical, operational training and Workshop for Clinician, Doctors, Nurses and laboratory staffs etc.
  • Providing Solution to Field Service Engineer on Field calls, Monitoring pre and post installation process, customer training, instrument validation documentation.
  • Escalation of product issues to document possible problems and Provide feedback to customers service team and identify key issues or problems on the customer side by utilizing system processes (i.e Regularly enters support issues using approved support ticket management tool).
  • Working with the Sales and Marketing team to develop a successful plan for cold calling on potential new accounts and/or increasing business with existing accounts.
  • Planned and supported promotions, demos, evaluations and training session.
  • Providing Online troubleshooting support to customer.

Technical Lab Support

Ortho Clinical Diagnostics (Johnson & Johnson)
12.2011 - 10.2014
  • Handling Immunoassay, Biochemistry, and Commissioning of equipment's.
  • Conducting Training for technicians on analyzers and equipment's at different sites.
  • Method Comparison, Linearity Study, Validation- Precision Accuracy, Monitoring IQC & EQAS, Preparing IQ, OQ & PQ, Calibration, Quality Control, Drafting SOPs.
  • Conducting Customer Workshops on QA and QC, Implementing EQAS improvement Programs and Other Activity CME, Techno meet etc.
  • Driving marketing activities.
  • Working on projects and studies related to LEAN and Process Excellence (PEx).
  • Working with Immunohematology analyzers - with Grouping Cross matching, Antibody Screening & Identification, Discrepancies Cases Handling & Troubleshooting.
  • Conducted Various Workshops for Antibody Screening & Identification.

Education

MBA - Marketing

Narsee Monji Institute of Management Studies
01.2018

MSc - Applied Microbiology

Vellore Institute of Technology
01.2011

BSc - Biochemistry, Genetics, Biotechnology

The Oxford College of Science
01.2009

Skills

  • Problem Solving
  • Teamwork
  • Technical Adaptability
  • Effective communication
  • Customer Service
  • Diagnostic Proficiency
  • Technical Communication
  • Compliance Understanding
  • Customer Engagement
  • Team Leadership
  • Escalation Management
  • Quality assurance methodologies
  • Workforce planning
  • Equipment validation

Accomplishments

  • Received The President Club Award in Siemens Healthineers for my effort and work which have impact on customer satisfaction by following Siemens Principles.
  • Selected for PEP Program- Japan, to understand and learn the POC market, customer service and customer issue and their success story.
  • Awarded by Ortho Clinical Diagnostic for providing excellent Application / Technical Support to Customers.
  • Certified Internal Auditor - Completed Internal Auditor & Quality Management System as per ISO-15189-2012 Conducted by Foundation for Quality - India.
  • Participated on Wet Workshop 'Problem Solving - Immunohematology' Organized by Asian Association Of transfusion Medicine & Indian immunohematology.

Personal Information

  • Date of Birth: 09/14/86
  • Nationality: Indian

Timeline

Service Operations Team Lead

Siemens Healthcare Pvt Ltd
01.2023 - Current

Application Service Engineer

Siemens Healthcare Pvt Ltd
07.2021 - 11.2024

Diagnostics Liaison Manager

AstraZeneca Pharma Ltd.
01.2020 - 07.2021

Application Service Engineer

Siemens Healthcare Pvt Ltd
10.2014 - 01.2020

Technical Lab Support

Ortho Clinical Diagnostics (Johnson & Johnson)
12.2011 - 10.2014

MBA - Marketing

Narsee Monji Institute of Management Studies

MSc - Applied Microbiology

Vellore Institute of Technology

BSc - Biochemistry, Genetics, Biotechnology

The Oxford College of Science
Rupa Sharma