Upender Bajaj
New Delhi
Summary
A dedicated professional, proficient in running successful method-oriented Strategies, Operational SOP's & taking initiatives for business excellence through process Implementations, Process improvement, seeking challenging assignments in all three pillars of business Customer, People & Stakeholders. Accomplished in reducing costs, streamlining processes and increasing efficiency across city departments. Solid understanding of Healthcare operations with demonstrated success in leading useful improvements to operations, outreach and cost controls.
Overview
1
1
year of professional experience
Work History
Regional Business Head North
INGENUITY AND INNOVATION GLOBAL EDUHEALTH PRIVATE LIMITED
New Delhi
07.2023 - 06.2024
- Managed North India 05 Locations Business & Overall Operations across all functions ( Delhi, Punjab, Lucknow, Jaipur and Dehradun)
- Managed the 40 Bed's Transition Care Rehab Centre for Lucknow Location with all ground teams
- Worked on P&L Business Management and financial Budgeting plannings
- Directed the Digital Marketing teams to perform on better resulting standard outcomes
- Coordinated activities across multiple departments or locations in order to achieve company goals.
- Developed and implemented strategies for increasing market share, profitability, and customer satisfaction.
- Implemented innovative marketing strategies to increase brand awareness and drive sales growth.
- Directed the development and implementation of operational policies and procedures.
- Facilitated communication between various teams within the organization in order to improve efficiency.
- Collaborated with sales teams to develop strategies that drive revenue growth.
- Implemented effective sales strategies designed to increase revenue growth.
- Oversaw budgeting processes, financial reporting activities, and resource allocation decisions.
- Monitored daily operations to ensure compliance with company standards, regulations, and customer service expectations.
- Implemented quality control measures across all organizational functions in order to maintain consistent high standards of product and service delivery.
- Directed the hiring process for new staff members including interviewing potential candidates and making final selection decisions.
- Oversaw financial management, budget management, accounting and payroll activities.
- Worked with cross-functional teams to achieve goals.
- Monitored call center operations to ensure adherence to company policies and procedures.
City Head NCR & Punjab
Healthcare At Home India Pvt Ltd (HCAH.IN)
NCR
02.2024 - 05.2024
- Headed the 27 Bedded, Transition Care Centre in Gurugram for 1.5 year duration (100 On Sight Employees & 250 Onground Employees :Homecare Nurses, Supervisors, Nursing Attendants)
- Implemented business strategies, increasing revenue and effectively targeting new markets
- Managed Product wise Business Operations for TCC Centre, ICU at Home, Equipment's On Rent & Sale, Nursing Attendants at Home
- Appointed and managed department heads to maintain smooth operations between different functional areas
- Worked alongside stakeholders to evaluate projects and determine feasibility of implementation and Maintained department productivity, standards through proactive management of teams and policies
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Assisted in recruiting, hiring and training of team members
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
- Introduced new methods, practices, and systems to reduce turnaround time
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
- Ensured Payment Operations and Outstanding Managements
- Customer Engagement Programs, Events, Activities and Product Wise promotions.
Deputy Manager Operations & Support Functions
- Customer Support Department Team Management
- Payment Operations & Outstanding Recovery
- Corporate Helpline & Projects
- Unit Ops Support
- 24
- 7 Call Centre, Customer Complaints & Escalation Handling, Team Rosters, Leaves Management & Shift roles, Feedback Calls, Tools & Google Forms
- Coordination's with multiple departments to arrange resolutions over escalations
- Lead Handling, Sales Calls Diversions and Ensuring 24
- 7 smooth operations
- Agents & Supervisors performance and behavior of 20+ Associates/Sr Associates and 6-7 Assistant Manager through effective 1:1 meetings, coaching & feedback, and mentorship
- Accountable for the Complaints Reduction for the entire Business Unit and shown improvement in Bottom Line performing processes
- Spearheading the Root Cause Analysis (RCA) to understand the Customer Feedback & find innovative ways to increase the Net Promoter Score (NPS) for the process also at organizational level
- Responsible for smooth functioning of entire process of Digital Customer Experience
- Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Customer experience and the core payment outstanding
- Ensures Timely Services creations, Payment Collections, Equipment Delivery's
- Ops Trainings for Payment Recovery, Reversal identifications and the service closures
- Service Refunds, Software's Tools Management, Unit query's resolutions.
Operations Supervisor
Zip Delivery.in
Gurugram
- Kept corporate departments and customers updated on critical shipments
- Handled all clients for new bookings and explaining them about company brief and procedures
- Financial changes and implementations as per the management instructions
- Coordinated dispatching of 20 drivers to accomplish daily delivery requirements
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes
- Managed logistics budgets and forecasting to achieve cost-effective operations
- Monitored logistics performance and identified improvement opportunities
- Led third-party vendors in achieving delivery time and cost targets
- Developed and implemented strategies to improve team productivity and efficiency
- Trained new team members on proper and safe use of tools and equipment
- Resolved conflicts between team members and addressed complaints or grievances.
Customer Service & Operations - Home Safe
Homesafe India Pvt Ltd
New Delhi
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Developed working relationships with internal and external customers while assisting with account management duties
- Described product and service details to customers to provide information on benefits and advantages
- Explained online self-help options to customers to promote additional and after-hours support choices
- Drivers Coordinations, Customer Complaint Resolutions, New Offers
- Backend Operations Tracking Info.
Manager Operations - Event Management Industry
Phaze Experience Design Services Pvt. Ltd.
New Delhi
- Managed all Events, Exhibitions, Conferences, Crew Programs and all ATL/BTL type events with good knowledge of production & operations with people management skills
- Handled Production For: Rock Shows, Concerts, Hockey India Sport Leagues, Fashion Shows, Launch Events, Sports Management like IPTL, IPL
- In Indian premier league done with the Crew Management, Team Fan Club in Branding, Promotions, Flash Waves & Overall Sports Management Functions at Firoz Shah Kotla Stadium IPL 3-year seasons
- Worked on different projects and interact with clients on regular basis for the continuous improvement of the process
- Ensured availability of merchandise and services by approving contracts; maintaining inventories
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Managed vendor performance to maximize profitability and achieve financial objectives
- Supported events execution and venue set up and tear down
- Assisted in content development for events, drafting and distributing promotional materials
- Contacted vendors, venue and stakeholders
- Helped plan meetings, distributed agenda and took minutes
- Organized brainstorming sessions between cross-functional teams to develop strategy and creative ideas for future events
- Coordinated travel and accommodations for event attendees
- Developed detailed event reports, documenting all aspects of each event
- Analyzed event costs to identify areas of improvement and cost savings.
Education
Bachelor of Arts -
Delhi University
DelhiSkills
- Sales Forecasting
- Innovation management
- Organizational Development
- Budget Management
- Brand Management
- Cost Control
- Process Improvement
- Customer Service
- Decision-Making
- Goal Setting
Accomplishments
- Revenue Generation Plans, Generated Revenue through Helplines, Doctor Consulting Programs, Instant Emergency Hiring's
- Achieved successful results with over 10 projects per year.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Employee of the month awards
- Leadership awards
- Supervised team of 100+ staff members.
- Oversaw more than 05 departments personnel covering 100+.
- Customer Service Executive Rising Star Award
- Best Call Centre Management Award (Max Bupa Project Pan India Programs)
- Successes More Than 10 Helpline Projects while COVID 19 with Government and Insurance Companies
Languages
- English
- Hindi
- Sindhi
- Punjabi
Hobbies and Interests
- Travelling
- Networking events
- Volunteering at a charity center
- Photography
- Fitness
- Listening Songs
- Playing Cricket
- Browsing on Internet
- Adventurous Sports
Timeline
City Head NCR & Punjab
Healthcare At Home India Pvt Ltd (HCAH.IN)
02.2024 - 05.2024
Regional Business Head North
INGENUITY AND INNOVATION GLOBAL EDUHEALTH PRIVATE LIMITED
07.2023 - 06.2024
Deputy Manager Operations & Support Functions
Operations Supervisor
Zip Delivery.in
Customer Service & Operations - Home Safe
Homesafe India Pvt Ltd
Manager Operations - Event Management Industry
Phaze Experience Design Services Pvt. Ltd.
Bachelor of Arts -
Delhi University
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