Vaishali Joshi
Delhi NCR
Summary
Associate Operations and Program Manager with 5 years of experience driving operational efficiency and fostering business growth. Demonstrated expertise in managing complex workflows, boosting service adoption, and executing impactful engagement strategies that elevate user experience. Proficient in overseeing daily operations and team dynamics while delivering data-driven results across diverse B2B and B2C initiatives. Successfully implemented process improvements to streamline workflows, significantly enhancing productivity and team effectiveness.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Associate Manager - Operations
Apollo Healthco Limited
04.2024 - Current
- Managed end-to-end workflows for a diabetes management program, ensuring smooth operations and maintaining high-quality clinician-user interactions through regular call and chat audits.
- Increased diagnostic utilization amongst enrolled users by 21% (from 49% to 70%) by implementing targeted CRM campaigns. Also, drove user engagement through structured action plans, maintaining 70% active users in the program.
- Ensured timely SLA fulfillment and high CSAT, and led improvement initiatives based on user feedback.
- Led the GMB Profile Performance & Review Optimization Project, identifying underperforming business profiles and re-optimizing them through content updates and geo-targeting.
- Executed review-generation campaigns via CRM, collaborating with Data, Marketing, and KAM teams to optimize doctor profiles, boost visibility and rankings, and drive higher patient footfall contributing to strong plan renewals
Associate Program Manager
Zyla Health Pvt Ltd
08.2020 - 04.2024
- Led a critical project with AstraZeneca to promote pharmaceutical products across India through a patient support program focusing on diabetes and cardiac health.
- Engaged multiple stakeholders, including HCPs, users, and ground teams; increased doctor onboarding from 63% to 80%+ and patient onboarding from 55% to 70% through targeted calls and CRM campaigns.
- Increased the number of organic patient leads by 2x by introducing an incentive program across clinics for clinic staff.
- Drove doctor–patient engagement through wellness webinar, conducting 500+ webinars annually. This initiative enhanced doctor–brand association, improved patient awareness and adherence, and established the brand as a trusted partner in diabetes and cardiac care.
Education
M.Sc. - Biotechnology
Sharda University
06-2020
B.Sc. - Biotechnology
Dolphin Institute of Biomedical And Life Sciences
06-2018
Skills
- Program Management
- Team Management
- Data Analysis and Reporting
- Operational development & management
- Stakeholder management
- Customer Satisfaction & Retention
- Strategic Planning and Execution
- Tools: Ms Office, CRM software (Interakt, clevertap), Asana
Certification
Master’s Dissertation (2020): Conducted an in-depth study on the role of digital healthcare in diabetes management, demonstrating positive outcomes in blood sugar level control and medicine reduction through continuous monitoring and care on a digital wellness platform
Timeline
Associate Manager - Operations
Apollo Healthco Limited
04.2024 - Current
Associate Program Manager
Zyla Health Pvt Ltd
08.2020 - 04.2024
M.Sc. - Biotechnology
Sharda University
B.Sc. - Biotechnology
Dolphin Institute of Biomedical And Life Sciences
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