Solo travelling
Sri Sandeep
Client Support Manager
Bengaluru,KA
Summary
Customer-oriented and results-targeted professional with 14 years of substantial experience and outstanding skills in customer service and client onboarding. An enthusiastic leader who thrives in fast paced and high stress work environment.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Client Service Manager
Teleradiology Solutions
Bengaluru, Karnataka
09.2020 - Current
- Onboarding new clients/hospitals.
- Implemented a company wide program with existing clients to resolve technology issues. This helped identify and resolve image transmission issue with 10 clients.
- Resolved client's operational complaints while prioritizing customer satisfaction and loyalty.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Conducted weekly meetings with exisiting clients to address their requirement.
- Conducted internal weekly meetings to discuss client's requirement while developing suitable process to deliver.
- Tracking of client complains on weekly basis to analyze trend and publish it to the concerned teams.
- Was a part of Kaizen team and solely upgraded the client's order placing model which helped clients communicate better and save time.
Assistant Call Center Manager
Teleradiology Solutions
Bengaluru, Karnataka
11.2016 - 08.2020
- Actively involved in finding an alternate website for receiving orders that costed less than the existing portal.
- Actively involved in implementing a new telephone system with better features.
- Managed team of 12 employees, overseeing hiring, training, and professional growth of employees.
- Used fishbone analysis and linked it to QA process to rate calls.
- Created an effective training curriculum for new joiners that reduced the training period from 6 months to 2 months.
- Implemented monthly trainings which minimized the error rates.
- Led projects and analyzed data to identify opportunities for improvement.
Call Center Team Lead
Teleradiology Solutions
Bengaluru, Karnataka
05.2015 - 10.2016
- Was involved in knowledge transfer to the hospital techs explaining about the product (Radiology Information System).
- Represented the team in JC accreditation renewal meeting.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Adhered to healthcare policies and scripts to consistently achieve call-time and quality standards.
- Answered average of 70 calls and a few faxes per day, addressing customer inquiries, solving problems and providing product information.
- Was responsible for the teams' weekly schedule.
Senior Client Coordinator
Teleradiology Solutions
Bengaluru, Karnataka
01.2010 - 04.2015
- Drove operational improvements which resulted in faster patient care and reduced TAT.
- Delivered exceptional level of service to each client by listening to concerns and answering questions.
- Participated in continuous improvement by providing suggestions, engaging in problem-solving activities to support teamwork.
- Trained the new joiners.
- Developed and maintained courteous and effective working relationships with the client.
- Handled 15 calls per hour to address customer inquiries and concerns.
Client Coordinator
Teleradiology Solutions
Bengaluru, Karnataka
04.2007 - 12.2009
- Placing outbound calls to the US hospitals to seek and provide clinical information.
- Provide client support by answering inbound calls.
- Coordinate with internal teams to cater the needs to the clients.
- Communicate radiology results to the hospital physicians and patient caretakers.
- Provide level 1 technical support to the hospital technologist on Radiology Information System (RIS).
- Adhering to the US medical compliance.
Data Entry Specialist
Teleradiology Solutions
Bengaluru, Karnataka
02.2007 - 03.2007
- Update patient demographic on Radiology information system with accuracy and efficiency.
- Verify and update order details of all the online order/leads.
- Correlate online orders with the radiology images of patients to prevent time out error.
- Applied data entry and clinical knowledge to resolve indecipherable or garbled messages.
Education
MBA - Finance
St. Joseph's Institution
Bengaluru 07.2017 - 10.2021
Master of Arts - Literature
St. Joseph's Evening College
Bengaluru 06.2017 - 04.2019
Skills
Communication
Training and mentoring
Exceptional telephone etiquette
Leadership skills
Interpersonal skills
Certification
Lean Sig Sigma Green Belt
Interests
Reading
Music
Timeline
Client Service Manager
Teleradiology Solutions
09.2020 - Current
MBA - Finance
St. Joseph's Institution
07.2017 - 10.2021
Master of Arts - Literature
St. Joseph's Evening College
06.2017 - 04.2019
Assistant Call Center Manager
Teleradiology Solutions
11.2016 - 08.2020
Call Center Team Lead
Teleradiology Solutions
05.2015 - 10.2016
Senior Client Coordinator
Teleradiology Solutions
01.2010 - 04.2015
Client Coordinator
Teleradiology Solutions
04.2007 - 12.2009
Data Entry Specialist
Teleradiology Solutions
02.2007 - 03.2007