THASEEN KAUSAR SOUDAGAR
Vasco da Gama
Summary
Results-oriented Operations Team Lead with 7+ years in healthcare booking operations and service delivery. Expertise in team leadership, workforce scheduling, SLA monitoring, and stakeholder coordination. Focused on enhancing operational efficiency and service quality while utilizing Microsoft Excel, Power BI, and CRM tools for data-driven reporting.
Overview
1
1
Certification
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Team Lead - Booking Operations
Xpress Health
05.2024 - Current
- Lead the Booking Operations team responsible for healthcare staffing bookings, shift fulfillment, workforce scheduling, and daily operational coordination.
- Managed resource allocation, capacity planning, booking fulfilment, turnaround time, productivity, quality, SLA adherence, and KPI performance to optimize team operations.
- Coordinate with healthcare clients, internal operations teams, staffing coordinators, and stakeholders to ensure timely booking closure and high service quality.
- Handled operational escalations, resolved booking issues, supported service recovery, and maintained positive client and customer experiences during critical situations.
- Coach, mentor, and train team members on booking processes, communication standards, client handling, CRM updates, and quality expectations.
- Prepare MIS reports, performance dashboards, shift updates, booking metrics, productivity trackers, and leadership reports for operational review.
- Drive process improvement, workflow standardization, root cause analysis, quality assurance, and operational excellence initiatives to improve efficiency.
- Supported employee engagement, monitored performance, facilitated feedback discussions, and developed team members to enhance overall operational effectiveness.
Senior Support Representative
Infosys BPM
Bangalore
12.2021 - 04.2024
- Acted as the primary point of contact for new hires, resolving onboarding queries through email, phone, and chat while delivering an excellent onboarding experience.
- Served as primary point of contact for new hires, resolved onboarding queries through email, phone, and chat, ensuring positive onboarding experiences.
- Coordinated with HR, hiring managers, IT, payroll, and cross-functional teams to ensure timely completion of documentation, system access, and onboarding tasks.
- Tracked onboarding progress using internal systems, monitored SLAs, and proactively followed up on pending actions to avoid delays.
- Monitored onboarding progress using internal systems, tracked SLAs, and followed up on pending actions to prevent delays.
- Verified onboarding documentation, maintained accurate employee records, and ensured compliance with organizational policies and onboarding procedures.
- Identified and implemented process improvements that streamlined onboarding workflows and improved new hire experiences.
- Prepared onboarding reports and maintained onboarding trackers to provide stakeholders with regular status updates.
- Bangalore
Customer Service Representative
Citrix
Bangalore
06.2021 - 11.2021
- Provided high-quality customer service and technical troubleshooting for Citrix products, enhancing client satisfaction.
- Resolved payment discrepancies for enterprise clients by referencing cash application and invoice records, improving financial accuracy.
- Processed and reconciled invoices accurately, preventing duplicate or delayed payments to maintain cash flow.
- Ensured accurate invoice processing and reconciliation, preventing duplicate or delayed payments.
- Bangalore
Inside Sales Manager
Nestaway
Bangalore
12.2019 - 04.2021
- Led inside sales team, enhancing customer engagement and increasing lead conversions by 30%.
- Managed key customer accounts and closed high-value deals through personalized support and solution-based selling.
- Developed sales strategies and performance reports, delivering data-driven insights that boosted team productivity by 25%.
- Managed operations in Bangalore
Team Leader - Accounts Payable & Cash Applications
Hectranet
11.2016 - 10.2019
- Led the accounts payable and cash applications team, ensuring timely and accurate processing of invoices and payments.
- Managed invoice reconciliation and resolved discrepancies to minimize financial risks.
- Oversaw cash application processes, ensuring accurate allocation of incoming payments to customer accounts.
- Collaborated with vendors and internal teams to streamline payment cycles and strengthen financial relationships.
- Trained new hires in invoice management, cash applications, and financial reporting, improving team efficiency by 20%.
- Managed Goa project activities to ensure compliance with objectives.
Education
Bachelor of Engineering (B.E.) - Computer Science
PCCE College of Engineering
Goa 07.2013 - 01.2016
Diploma - Electronics and Communication
Goa Technical Board of Education
Vasco 07.2010 - 01.2013
Skills
- Booking Operations
- Operations Management
- Workforce Scheduling
- Shift Management
- Resource Allocation
- Capacity Planning
- Workforce Planning
- Service Delivery
- SLA Management
- KPI Monitoring
- Performance Management
- Quality Assurance
- KPI management
- Performance reporting
- Operational Reporting
- Performance Dashboards
- Operational Insights
- Process Improvement
- Operational Excellence
- Customer Management
- Client relations
- Vendor Management
- Stakeholder Management
- Team Leadership
- People Management
- Team management
- Leadership
- Coaching & Mentoring
- Training & Development
- Employee training
- Onboarding
- Staff training
- Cross-Functional Collaboration
- Issue resolution
- Troubleshooting
- Customer Service
- Customer Experience
- Customer interaction
- User Support
- Client support
- Client coordination
- Client engagement
- Customer orientation
- Attention to detail
- Time management
- Problem-solving
- Problem resolution
- Team development
- Communication
- Escalation Management
- Operational excellence
- Issue Analysis
- Operational excellence
- Microsoft Excel
- Power BI
- PowerPoint
- Operations management
- Staff training
- Onboarding
- Client support
Certification
- C and C++
- Computer Hardware and Networking
- Advanced Excel and Power BI
Languages
- English, Fluent
- Hindi, Fluent
- Urdu, Fluent
- Konkani, Fluent
Languages
English
First Language
Hindi
Upper Intermediate
B2
Urdu
Advanced
C1
Timeline
Team Lead - Booking Operations
Xpress Health
05.2024 - Current
Senior Support Representative
Infosys BPM
12.2021 - 04.2024
Customer Service Representative
Citrix
06.2021 - 11.2021
Inside Sales Manager
Nestaway
12.2019 - 04.2021
Team Leader - Accounts Payable & Cash Applications
Hectranet
11.2016 - 10.2019
Bachelor of Engineering (B.E.) - Computer Science
PCCE College of Engineering
07.2013 - 01.2016
Diploma - Electronics and Communication
Goa Technical Board of Education
07.2010 - 01.2013