Smriti Pascal
Operations Manager
Bengaluru
Summary
An accomplished professional with more than six years of expertise in leading teams, managing projects, and providing client support. Demonstrated success in team management and effective communication with clients from various backgrounds. Dedicated to meeting SLA targets while ensuring customer happiness. Proficient in setting and upholding quality standards, optimizing systems, and guiding staff. With experience in both ed-tech and healthcare, I have developed versatile skills that allow me to adapt and work effectively in any industry.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
DEPUTY MANAGER
Narayana One Health
09.2023 - 09.2024
- Tasks: Overseeing a team handling inbound inquiries in a medical setting, including live calls, chatbots, and Salesforce tickets.
- Customer Experience & Inquiry Management in Healthcare – I have ensured swift resolution of patient inquiries to enhance NPS & CSAT scores. My responsibilities included optimizing shift management and maintaining high service standards to improve overall patient satisfaction in the medical field.
- Workforce & Quality Assurance in Healthcare Services – I took charge of manpower allocation, monthly rostering, and quality monitoring. These were my KPIs, ensuring seamless clinic operations and consistent service excellence in a fast-paced healthcare environment.
- Interviewed, performed background checks, hired, and trained 15 associates in 1 year. Evaluated employee performance and conveyed constructive feedback to improve skills.
- Data-Driven Strategy & Patient Engagement – My role involved analyzing inquiry trends to develop targeted strategies that boosted clinic visits and aligned with patient-centric healthcare campaigns. I have actively worked on improving engagement through data-driven decision-making.
- Grievance Handling & Service Optimization in Healthcare – I oversaw patient feedback management, promptly addressing grievances and minimizing escalations. These were my key responsibilities to improve overall service satisfaction and maintain high operational standards in the medical industry.
- Healthcare Customer Relations & Business Strategy – I have collaborated on BRD creation, ensuring patient preferences were reflected in healthcare business strategies. My role involved working closely with teams to refine processes and enhance patient relations.
- CRM Development & Implementation: I played a key role in setting up the organization's new Salesforce CRM, ensuring it was tailored for the healthcare industry. This involved thoroughly reviewing Business Requirement Documents (BRDs), collaborating with the tech team to customize the platform, and actively participating in testing sessions, go-live scenarios, and pre-launch checks. My focus was on optimizing Salesforce from a customer support perspective, aligning it with departmental needs for seamless operations.
MANAGER FOR OUTSOURCE PARTNER
BYJU's - The Learning APP
02.2022 - 03.2023
- Played a pivotal role in setting up critical departments within the organization, including Byju's online classes, an innovative online learning platform catering to students across India.
- Established and managed the Inbound team, implementing a streamlined system where agents efficiently addressed customer queries and resolved issues on the same call.
- Coordinated with four Outsource Service Provider (OSP) partners to implement customer experience platforms, ensuring seamless integration and enhancing overall customer satisfaction.
- Successfully drove improvements in the Net Promoter Score (NPS) by implementing and enforcing standardized processes, aligning the system with the desired customer experience.
- Maintained control over refund percentages, implementing effective strategies to reduce refund rates and optimize revenue generation.
- Demonstrated strong financial acumen by budgeting for clients and agents, ensuring efficient resource allocation and cost optimization.
OPERATIONS- MANAGER
Byjus- Think and Learn Pvt. Ltd
09.2020 - 01.2022
- Successfully managed and supervised team leaders and individual team members, ensuring alignment with business requirements, driving productivity, achieving targets, and enhancing NPS scores and customer satisfaction.
- Demonstrated strong leadership skills in up-skilling team members through effective training programs, empowering them with the necessary skills and knowledge to excel in their roles.
- Proactively handled customer escalations, resolving issues promptly and ensuring high levels of customer satisfaction.
- Embraced a continuous learning mindset, consistently seeking opportunities to acquire new knowledge and skills to stay updated with industry trends and best practices.
- Thrived in a fast-paced and evolving environment, adapting quickly to changes and effectively managing team dynamics while maintaining high performance standards
- Received recognition for exceptional problem-solving abilities, leveraging analytical skills to identify root causes of issues and implement effective solutions
- Proven ability to manage multiple priorities and meet deadlines in a dynamic and challenging environment.
OPERATIONS TEAM LEAD
BYJU’S - Think and Learn Pvt. Ltd
09.2019 - 08.2020
- Successfully handled a team ranging from 20-25, demonstrating my ability to lead and develop individuals while focusing on process optimization and meeting business objectives.
- Implemented effective strategies to balance process efficiency and team dynamics, resulting in consistently meeting output requirements aligned with business needs.
- Specialized in handling two key segments in the academic industry: K12 and K3.
- Demonstrated expertise in maintaining high customer satisfaction levels while adhering to Service Level Agreement (SLA) targets.
- Collaborated with cross-functional teams and integrated companies such as WhiteHat Junior and Epic on various projects, ensuring seamless coordination and successful project outcomes.
- Recognized for exceptional communication and presentation skills, effectively conveying complex information and ideas to both internal teams and external clients.
OPERATIONS EXECUTIVE
BYJU’S - Think and Learn Pvt. Ltd
02.2018 - 08.2019
- Proactively resolved customer issues within SLA, retaining an average of 80% of customers registered for cancellation.
- Offered friendly and efficient service to build strong customer relationships and handled challenging situations with ease.
- Utilized hands-on experience in working and training with LeadSquared and Salesforce, to effectively manage and optimize customer relationship management strategies.
- Demonstrated exceptional communication skills by handling an average of 1300 individual customer concerns monthly.
- Exceeded call handling goals with an average 90% customer satisfaction rating.
Education
B-tech - ELECTRICAL AND ELECTRONICS ENGINEERING
KARUNYA UNIVERSITY
Coimbatore, India 06.2013 - 12.2017
Skills
- Assertive Project Management
- Workforce Coordination
- Problem-Solving Proficiency
- Quality Management
- Training and Development
- Team Coordination and Leadership
- Partner Performance Optimization
- Conflict Resolution Expertise
- CRM Software Proficiency
- Effective Troubleshooting
- Team Collaboration
Certification
Project Management and Communication: Stakeholders and Leadership, Coursera, https://www.linkedin.com/posts/smriti-pascal-408067164_completion-certificate-for-project-management-activity7098262690678124544-xpOZ?utm_source=share&utm_medium=member_desktop
Timeline
DEPUTY MANAGER
Narayana One Health
09.2023 - 09.2024
MANAGER FOR OUTSOURCE PARTNER
BYJU's - The Learning APP
02.2022 - 03.2023
OPERATIONS- MANAGER
Byjus- Think and Learn Pvt. Ltd
09.2020 - 01.2022
OPERATIONS TEAM LEAD
BYJU’S - Think and Learn Pvt. Ltd
09.2019 - 08.2020
OPERATIONS EXECUTIVE
BYJU’S - Think and Learn Pvt. Ltd
02.2018 - 08.2019
B-tech - ELECTRICAL AND ELECTRONICS ENGINEERING
KARUNYA UNIVERSITY
06.2013 - 12.2017
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