SUMIT KUMAR
Assistant Manager - Business Operations
Gurgaon
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Manager - Business Operations
Medanta Medicity Gurugram
Gurugram
6 2022 - Current
- MIS management and lead tracking of spoke to support sales team for evidence based decision making.
- End to end service delivery and ownership for reconciliation and advance collection of ongoing services.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed over 400 calls per day & payment reconcile and tracking for aprox. 2 crore revenue.
- Major role to retain customer through counseling & providing solution which helped to increase the sale by 30%
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering positive work environment.
- Collaborated with management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed strategy to increase sales and drive profits.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased sales through effective merchandising strategies and targeted promotions.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Defined clear targets and objectives and communicated to other team members.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Unit Coordinator
Max Healthcare
Delhi
09.2018 - 06.2022
- Business operation management for Max@Home division of Max Healthcare
- End to end service delivery management
- Payment reconciliation, Service retention & MIS management
- Collaborated, communicated and engaged with family and support system to support client healing process.
- Boosted communication between healthcare providers with accurate scheduling of patient appointments and procedures.
- Developed strong working relationships with ancillary departments, facilitating timely completion of diagnostic tests and treatments for patients.
- Identified and facilitated resolution of unit operational problems independently, collaborating with manager to resolve complex problems.
- Coordinated and maintained referral sources related to admissions, discharges, and follow up services to sustain daily census requirements.
- Collected and analyzed data related to customer service, patient charges and supply utilization.
- Improved patient satisfaction by addressing inquiries promptly, escalating concerns to relevant staff when necessary.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
- Led and directed staff to encourage internal and external customer service through positive interactions within facility and community.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Responded to patient call lights to expedite appropriate follow-through.
Centre Manager
DCDC KIDNEY CARE PVT. LTD
Delhi
05.2017 - 09.2018
- Centre Manager PPP Dialysis Centre Lok Nayak Hospital (Govt of Delhi), Delhi Gate.
- Took care of two PPP Dialysis centre at same time (Lok Nayak Hospital and Dr. Hedgewar Aranya Sansthan, Karkardooma)
- Administration, Inventory management, Staff management, Laundry management, Patients scheduling
- Coordination and communication with hospital Administration Coordination and communication with DHS (Directorate of Health Services) and DAK (Delhi Arogya Kosh)
- Daily dialysis reports to Nodal officer of hospital
- Monthly dialysis reports to DHS (Directorate of health services).
- Bill settlement of panel patient after verification from Nodal officer
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Maintained accurate records of all transactions at center, ensuring transparency in financial reporting for internal stakeholders.
- Ensured compliance with all relevant regulations, maintaining safe and secure environment for staff members and clients alike.
- Managed work and performance of more than 30 employees.
- Implemented cost-saving measures to reduce operational expenses while maintaining high-quality services for clients.
- Oversaw recruitment, hiring, and onboarding processes to ensure skilled workforce capable of meeting center objectives.
- Processed payroll for over 30 employees as part of sound human resources and financial management strategies.
- Spearheaded process improvements, leading to enhanced efficiency in service delivery and increased customer loyalty.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
MBA - Marketing - Marketing & Healthcare Management
07.2015 - 05.2017
Grade: 80%
BSC - PATHOLOGY - Pathology
07.2011 - 12.2014
Grade: 74%
12th - Science Education
07.2009 - 06.2010
Grade: 70-74.9%
10th - Science Education
07.2007 - 05.2008
Grade: 55-59.9%
Skills
Product and service knowledge
Adaptability
Operations Management
Employee Performance Evaluations
Recruiting and interviewing
Staff Management
Staff Development
Sales Reporting
Business Development
Sales Strategies
Customer Relations
Revenue Forecasting
Lead Generation
Team Development
Languages
Hindi
Advanced (C1)
English
Advanced (C1)
Timeline
Senior Unit Coordinator - Max Healthcare
09.2018 - 06.2022
Centre Manager - DCDC KIDNEY CARE PVT. LTD
05.2017 - 09.2018
Galgotias School of Business, Galgotias University, Greater Noiada - MBA - Marketing, Marketing & Healthcare Management
07.2015 - 05.2017
HNB Garhwal University (HNBGU) - BSC - PATHOLOGY, Pathology
07.2011 - 12.2014
G B S S S, Mata Sundari Road, Delhi - 12th, Science Education
07.2009 - 06.2010
S P P S, Pavi Sadakpur, Loni - 10th, Science Education
07.2007 - 05.2008
Assistant Manager - Business Operations - Medanta Medicity Gurugram
6 2022 - Current