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
Planning and Implementation
Problem Anticipation and resolution
Stakeholder relation
Operations Monitoring
Performance Monitoring and Evaluation
Customer Service
Interviewing and Prescreening
Employee Motivation
Certification
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