Hi, I’m
Srikanth Bachu
Hyderabad
Summary
Hardworking and ambitious individual with overall 17.5 years’ experience in Healthcare & Customer Service domain. Certified Scrum Master with 3.5 years of healthcare industry experience. Coordinates and guides sprint planning and collaborates with team members to address resource allocation. Proven history of developing and implementing improvements to streamline workflows. Accomplished Operations Manager with strong record of business leadership and continuous improvement. Monitors performance and identifies issues to implement new ideas and optimize resources.
Overview
19
years of professional experience
1
Certification
Work History
Svaas Wellness
Customer Success Manager
05.2021 - Current
Job overview
- Served as the primary point of contact between internal teams and external stakeholders, fostering collaborative and agile working relationships to drive project goals and product enhancements
- Facilitated sprint planning meetings, daily stand-ups, and sprint retrospectives to ensure successful delivery of features and continuous improvement in team processes
- Collaborate with product owners to prioritize the backlog and deliver features that add business value
- Conduct feature testing and coordinate with stakeholders on post-release feedback to refine the product
- Actively monitor and resolve any issues affecting the sprint process
- Lead initiatives to improve customer experience by gathering feedback and optimizing processes
- Conduct training sessions to onboard and upskill team members on agile best practices and new processes, ensuring alignment across all departments
- Proactively identified and mitigated potential risks related to the Svaas OPD application, implementing preventive measures and cross-team collaboration to minimize service disruptions and ensure application stability
- Build and maintain strong relationships with key stakeholders to ensure alignment on project goals and priorities (e.g., ABHI, ICICI)
- Lead stakeholder reviews and communicate updates to enhance transparency
- Develop touchpoints for key workflows, eliminating non-value-added steps to improve efficiency
- Standardize internal workflows and create SOPs for consistent delivery across teams
- Work closely with internal and external stakeholders to increase transaction fulfillment, collaborating cross-functionally to remove roadblocks and support project execution
- Developed and implemented Standard Operating Procedures (SOPs) for the customer support team, ensuring a consistent and efficient approach to customer assistance and improving service quality across all touchpoints
- Ensured that support tickets were promptly assigned to the appropriate departments and conducted follow-ups to guarantee timely resolution, enhancing overall efficiency and customer satisfaction
Optum Global Solutions
Deputy Manager
06.2015 - 05.2021
Job overview
- Heading a team of 2 Managers to manage a span of 80 Associates
- Managing weekly & monthly reviews with managers and scheduling discussion with high pots
- Recognizing training requirements/process requirement/feedback through Manager Skip Meetings and One
- One
- Ensuring all claims are processed within given TAT; supervising deviations and executing RCA through Fishbone & 5 WHY Analysis
- Enhancing efficiency to ensure maximum production
- Detecting potential risk areas and implementing action plans
- Administering efficiency metric in process improvising utilization & attendance%
- Contributing in weekly review on billing data (Billable HC –Productive/Non-Productive Staff)
- Planning and executing QRRP Payout to ensure best performance is awarded
- Business conduct requirements & policies
- Monitoring, measuring, and reporting team performance metrics; focusing on achieving performance metrics
- Facilitating capacity planning and inventory forecast basis the requirement
- Collaborating with senior leadership to promote department revenue and business objectives
- Formulating & implementing team incentive programs and motivating & retaining employees and challenging the team to set ambitious goals; ensuring and promoting ethics and integrity at work
Infinite Linked Solutions
Customer Support Team Leader - Outbound Calling
10.2012 - 06.2014
Job overview
- Managed team of 17 Outbound Calling professionals
- Maintain Team Stats (CPD, Quality, Churn, and Up sales) and manage performance
- Improved production by managing Attendance and Schedule Adherence
- Coaching and mentoring by auditing calls to achieve the desired Quality
- Weekly / Monthly performance review discussions with the professionals in the team
- Identifying training needs and conduct training sessions to bridge competency gaps
- Prepare Team and Individual Action Plans for Team Members
- Interacting with the client along with the store manager in regards to various aspects such as resolution of any customer issues
- Managed complex customer complaints, offering smart solutions for continued customer satisfaction
- Hiring candidates for the requirements within the team
- Motivated team members to exceed
Mahindra Satyam
Subject Matter Expert - Technical Support - Voice
10.2007 - 07.2012
Job overview
- Joined as Senior Technical Support Associate and was promoted as Subject Matter Expert for the Global Escalation Team for fulfilment in the pilot project
- Contributed towards completing 120 transactions surpassing the requirement of 70
- Fronted Pharmacy Home Delivery fulfilment through implementation of a streamlined process
- Improved the digitization process, contributing to an increase in orders
- Fronted Annual Health Checkup fulfilment for Informatica corporate and ensured maximum fulfilment
- Front-led the migration of applications in 2013 & 2016 comprising of pre training, post training & ramp phases; ensured less impact to people and process
- Worked on implemented Auto Audit Tool called SEAL
- Worked on implemented macro called Adjustment & Effectuation Macro
- Maintained TAT and Quality of process above 99.40%
- Developed an operations strategy to improve customer satisfaction and reduce Churn
Convergys India Services
Customer Care Officer - Inbound Voice
03.2006 - 10.2007
Job overview
- Worked as Sr Customer Care Officer for Convergys India Pvt
- Ltd for 18 Months
- Login to Take inbound calls and assist customers
- Identify customer's issues, create active ticket and transfer the call to right technical team
- Be available to receive calls for a minimum of 90% of their on-line time
- Ensure meet targets
- Ensure meet quality guidelines
- Was recognized as ‘Employee of the Month' for maintaining best AHT and Quality
Education
Kakatiya University
B com
Skills
- Sprint Planning
- Stakeholder Management
- Operations Management
- SLA/TAT Management
- Quality Management
- Client relationships
- Process improvements
- Team Management
- Mentoring
- Forecasting
- Risk Management
- Training & SOP's
Certification
- Certified Professional Scrum Master from Scrum.org
- Project Management Professional from Project Management Institute
- Six Sigma Green Belt Certified (Organizational level)
Accomplishments
- Fronted the ABHI project and exceeded the target for transaction fulfilment in the pilot project.
- Fronted Pharmacy Home Delivery fulfillment through implementation of a streamlined process.
- Improved the digitization process, contributing to an increase in orders.
- Fronted Annual Health Checkup fulfillment for Informatica corporate and ensured maximum fulfilment.
- Front-led the migration of applications in 2013 & 2016 comprising of pre training, post training & ramp phases; ensured less impact to people and process.
- Worked on implemented Auto Audit Tool called SEAL.
- Worked on implemented macro called Adjustment & Effectuation Macro.
- Maintained TAT and Quality of process above 99.40%.
- Developed an operations strategy to improve customer satisfaction and reduce Churn.
Languages
English
Hindi
Telugu
Tamil
Timeline
Customer Success Manager
Svaas Wellness
05.2021 - Current
Deputy Manager
Optum Global Solutions
06.2015 - 05.2021
Customer Support Team Leader - Outbound Calling
Infinite Linked Solutions
10.2012 - 06.2014
Subject Matter Expert - Technical Support - Voice
Mahindra Satyam
10.2007 - 07.2012
Customer Care Officer - Inbound Voice
Convergys India Services
03.2006 - 10.2007
Kakatiya University
B com
Similar Profiles
Pavankumar RPavankumar R
Product Manager - Data & Analytics Lead at Svaas Wellness Ltd.Product Manager - Data & Analytics Lead at Svaas Wellness Ltd.
Ruth GómezRuth Gómez
Digital Product Manager at Svaas Wellness Ltd ( Subsidiary of Dr Reddy's)Digital Product Manager at Svaas Wellness Ltd ( Subsidiary of Dr Reddy's)
Divya GoudaDivya Gouda
Automation Tester at Dr. Reddy's Laboratories (Svaas Wellness Limited)Automation Tester at Dr. Reddy's Laboratories (Svaas Wellness Limited)
UGENDER REDDY MUTHIREDDYUGENDER REDDY MUTHIREDDY
IT Ops and Security Consultant at DCS PharmaIT Ops and Security Consultant at DCS Pharma
Sai Pratap GunturuSai Pratap Gunturu
Lead Data Analyst ( Senior Consultant) at Deloitte ConsultingLead Data Analyst ( Senior Consultant) at Deloitte Consulting