Shyamakanta Singha
Healthcare
Chennai,Tamil Nadu
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Apollo Hospital industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer's satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
7
7
Languages
Work History
Guest Relations Officer
Apollo Main Hospital
Chennai
09.2016 - Current
- Addressing and escalating customer complaints to concerned departmental HOD for RCA (Root cause analysis) and CAPA (Corrective action and Preventive action)
- Attend to VIP/VVIP guests in special manner and answer their queries end to end.
- Post discharge patient 20 calls per day.
- Worked as single point of contact for patient's family and Hospital management during the starting of "COVID'.
- Capturing and creating TLC moments with patients.
- Organizing family meeting for patients (if any)
- Capturing feedbacks in CRM portal and ensure closure through concern HOD.
- Ensure maximum penetration of feedback collection through (survey link, Google reviews, AIFS tablets , OP surveys etc.)
- Ensure OP process compliance from end to end. Ensure proper coordination within OP secretaries for (Doc consultation/Billing/Doc referrals/Investigations etc.)
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests upon arrival and offered assistance.
- Recommended hotel services or amenities that guest may find useful.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Maintained consistent positive customer feedback.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Multi Level Marketing
TIENS
Silchar
02.2013 - 08.2016
- Arranged and prepared tables for team to offer memorable experiences to guests and foster repeat business.
- Resolved team complaints promptly and professionally to maintain positive reputation.
- To work with team 24/7 to increase business volume.
- Meeting with different teams on daily basis to improve quality of knowledge.
- Cultivated warm relationships with team members.
Education
Bachelor of Arts - Economics, Political Science, English, FC & MIL
Mohendra Kumar Dey College
Sibpur Konthou Leikai ( Cachar Assam) 03.2009 - 04.2014
Skills
Guest Services, Guest Complaint/inquiry Resolution, Complaint Handling, Exceptional Communication
undefinedCertification
Diploma in computer
Travelling
Travelling gives me a good opportunity to learn a lot about the history of the places I visit, to see cultural and historical places, to meet various type of people and their nationalities, to learn a lot about their traditions and customs. In the future I'm going to visit many countries of the world, in various remote and wild places with beautiful scenery such as Bali, Malaysia, Singapore etc...
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Guest Relations Officer
Apollo Main Hospital
09.2016 - Current
Multi Level Marketing
TIENS
02.2013 - 08.2016
Bachelor of Arts - Economics, Political Science, English, FC & MIL
Mohendra Kumar Dey College
03.2009 - 04.2014
Diploma in computer
08-2008
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