Shibin Varghese
Manager- Operations
Mumbai
Summary
Detail and Result-oriented professional with excellent communication, interpersonal and creative thinking skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Manager- Operations
eClinicalWorks India Pvt. Ltd
Bengaluru
01.2020 - Current
- Manage a team of 30 employees which includes Project Managers and Interface Procurement specialist, 2 Team leads to ensure we are meeting the business requirement
- Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles.
- Presented operational metrics and data to company executives and directors for review.
- Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
- Met with Senior Management and stakeholders to discuss company needs and goals.
- Improved product development and reduced mistakes by implementing strong quality assurance protocols.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Developed talented team, participating in hiring (internal/external), coaching and performance management processes.
- Liaised between employees and managers and disseminated important business information.
- Adhered to corporate standards and regulations, encouraging safe and efficient operations.
- Measured staff and process productivity and utilized results to make helpful equipment and staffing adjustments.
- Create/manage SOP's and work instructions for the department
Identify Risks in the process and prepare Risk management plan
Team Leader- Operations
eClinicalWorks India Pvt. Ltd
Mumbai/Bengaluru
01.2017 - 12.2019
- Mentored and guided employees to foster proper completion of assigned duties.
- Led team of 15 members while providing exceptional customer service.
- Assisted with new hire processing and existing training programs.
- Cross-trained and provided backup support for organizational leadership.
- Met with staff to discuss procedure adherence, proper job-specific techniques, and performance.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Functioning as Key Relationship manager and escalation POC with Hospitals, Lab and Radiology companies
- Conduct yearly appraisal for the team members and also define Goals for the upcoming year
- Prepared reports to summarize operational results and financial performance.
- Conducted and oversaw contingency plan integration and operations
Integration Project Manager
eClinicalWorks India Pvt. Ltd
Mumbai
09.2011 - 12.2016
- Manage day-to-day operational aspects of a project and scope and effectively apply eClinicalWorks methodology and enforce project standards
- Communicated with key stakeholders to determine project requirements and objectives.
- Set and manage client expectations of overall project implementation
- Built strong relationships with customers through positive attitude and attentive response.
- Submitted project deliverables to clients, ensured adherence to quality standards.
- Planned, scheduled and coordinate project activities to meet deadlines.
- Identified project needs such as resources, staff and finances by reviewing project objectives and schedules.
Senior Customer Service Representative
FirstSource Solutions Pvt. Ltd
Mumbai
08.2009 - 08.2011
- Worked with Vodafone UK Customer service team
- Worked on escalations/complaints received from UK customers for service issues through letters
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Processed customer adjustments to maintain financial accounts.
- Recommended improvements in products, services or billing methods to prevent future problems.
- Provided efficient and courteous service to customers at all times.
Education
Bachelor of Science - Information Technology
Vivek College of Commerce
Mumbai, India 06.2006 - 05.2009
Skills
Team Leadership
undefinedCertification
Six Sigma Green Belt
Hobbies
- Travelling and exploring
- Driving
- Table Tennis
Timeline
Six Sigma Green Belt
06-2021
Manager- Operations
eClinicalWorks India Pvt. Ltd
01.2020 - Current
Team Leader- Operations
eClinicalWorks India Pvt. Ltd
01.2017 - 12.2019
Integration Project Manager
eClinicalWorks India Pvt. Ltd
09.2011 - 12.2016
Senior Customer Service Representative
FirstSource Solutions Pvt. Ltd
08.2009 - 08.2011
Bachelor of Science - Information Technology
Vivek College of Commerce
06.2006 - 05.2009
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