Stanzin Norkit
Bengaluru
Summary
Detail-oriented professional with extensive experience in operational support. Achieved 85% customer satisfaction rating through effective training and resource management. Coordinated daily appointments with doctors and conducted follow-ups to enhance service delivery. Committed to minimizing consultation delays and improving CSAT scores through actionable feedback.
Overview
6
6
years of professional experience
Work History
Lead- Health and Wellness
Plum Benefits Private Limited
Bengaluru
04.2025 - Current
- Organized and prioritized tasks to meet service goals efficiently.
- Executed daily responsibilities with precision and effectiveness.
- Distributed team responsibilities to maximize performance outcomes.
- Oversaw monthly roster management, including shift scheduling and time off requests.
- Processed monthly doctor payouts and secured necessary approvals.
- Monitored doctor customer satisfaction to improve service quality.
- Conducted daily health checks and assisted users with report analysis.
- Collaborated with product team to resolve issues in Plum App, Telehealth, and health checks.
Senior Associate - Medical Operations
Plum Benefits Private Limited
Bengaluru
04.2023 - Current
- Working on doctors payout at the end of the month and finalize it.
- Following up with patients on dermatology cases to obtain case-related pictures.
- Working on doctors' CSAT scores to maintain the score above 90%.
- Coordinating with the Yoga instructor for the online yoga sessions.
- Coordinating with Health check partners for any health check escalations.
- Managing Cult corporate Gym services and making proforma Invoice for the requested clients.
- Managed Doctor's training after onboarding of new doctor.
- Preparing Weekly operations report related to Telehealth services to share it with the management.
- Checking Appointments to start on time and generating prescriptions by the doctors.
Associate - Medical Operations
Plum Benefits Private Limited
Bengaluru
05.2022 - 04.2023
- Coordinating with partnered doctors to reschedule, cancel the cases if the doctors is unavailable at the scheduled time.
- Calling No Show patients on daily basis to address Patient No Show cases.
- Reviewing feedback received from patients for the doctors/consultants and sharing it to them.
- Checking the status of cases to determine if the prescription is complete.
- Updating the case status on a daily basis in the monthly sheet.
- Working on Doctor payout file at the end of the month for the payment of the doctors.
- Responding on slack escalation cases.
- Working on Zendesk tickets related to the cases.
- Onboarded 40+ doctors on the platform and completed their training.
Customer Care Specialist
Novacura Tech Health Services
Bengaluru
09.2019 - 11.2020
- Handle 65+ calls daily, with duties including assigning cases to available doctors, retrieving customer data, providing relevant information, and canceling services.
- Trained two new employees in how to use Slack, configuration, and Box Office (In house tool) entering customer data and organizing customer interaction logs.
- Received an average 85% customer satisfaction rating to date, 5% higher than the company average.
- Coordinating with doctors to schedule a consultations and generating the prescriptions.
Education
Bachelor of Arts - Psychology
Indira Gandhi National Open University
Bangalore12-2025
12th -
Jawahar Navodaya Vidyalaya
Leh ladakh05.2013
10th -
Jawahar Navodaya Vidyalaya
Leh Ladakh05.2011
Skills
- Performance monitoring
- Team leadership
- Patient care coordination
- Customer relationship management
- Report generation and analysis
- Data interpretation
- Team coordination
- Patient communication
- Data analysis
- Report preparation
- Relationship building
Hobbies and Interests
- Nature Photography
- Travel and Exploration
- Learning New Skills
- Experimenting with recipes or exploring different cuisines.
- Gardening
Languages
Hindi
First Language
English
Proficient (C2)
C2
Ladakhi
Proficient (C2)
C2
Chinese (Mandarin)
Beginner (A1)
A1
Timeline
Lead- Health and Wellness
Plum Benefits Private Limited
04.2025 - Current
Senior Associate - Medical Operations
Plum Benefits Private Limited
04.2023 - Current
Associate - Medical Operations
Plum Benefits Private Limited
05.2022 - 04.2023
Customer Care Specialist
Novacura Tech Health Services
09.2019 - 11.2020
Bachelor of Arts - Psychology
Indira Gandhi National Open University
12th -
Jawahar Navodaya Vidyalaya
10th -
Jawahar Navodaya Vidyalaya