Vishal Korgaonkar

• Green‑field launch: Architecting end‑to‑end Home Collection department—including organisational structure, technology stack and SOPs—currently in project phase.
• User‑Requirements Specs (URS): Authored comprehensive URS for integrated Customer‑Service CRM and Phlebotomist mobile application with real‑time dashboarding.
• Process & tech blueprint: Designed complete customer‑care flow: demand forecasting, manpower modelling, PRI telephony, email/SMS workflow, chatbot & self‑help module, B2B automated ticketing.
• Best‑practice benchmarking: Surveyed industry leaders; identified differentiating CX levers and translated findings into KPIs, SLAs and escalation matrix.
• Field‑readiness: Conceptualised phlebotomist kit; led design, vendor evaluation and rollout of ergonomic sample‑collection bag and consumable matrix.

• Directed full P&L, budgeting, purchasing and multi‑site operations; achieved sustained YOY profitability growth.
• Expanded footprint into new geographies and built satellite centres; set up and operationalised a 50‑bed Dedicated Covid Health Centre (Global Covid Care Center, Pen) within 21 days of mandate.
• Optimised hiring, training & performance management for cross‑functional teams; maintained • Resolved high‑value client escalations, boosting loyalty NPS to 70+.

• Customer Service Leadership: Led the pan‑India customer care division, managing both call centre and back-end operations with a team of 85+ FTE. Delivered high-impact service through voice and non-voice channels.
• Monitored and improved core KPIs such as SLA adherence, AHT, First Contact Resolution, and Customer Satisfaction Score.
• Developed escalation matrices and streamlined standard operating procedures to ensure seamless support delivery across regions.
• Regularly analysed performance metrics, prepared and presented executive-level customer service reports and review decks.
• Training & Quality: Designed and delivered custom training programs to improve service consistency and reduce resolution time. Conducted knowledge sessions on soft skills, system navigation, and process handling.
• Proactively identified and resolved pre-analytical errors, reinforcing quality standards through audit feedback and continuous education.
• Home Collection Operations: Handled 800+ daily home-visit bookings with • Rolled out Home Collect project in collaboration with the marketing team in 2016, significantly boosting service adoption.
• Partnered with product and tech teams to co-develop a patient portal and revamp SRL’s mobile app with integrated test menu and booking features

• Managed Appointment Cell for P.D. Hinduja Hospital (Mahim/Khar) and diagnostics vertical (Dr Lal PathLabs).
• Oversaw e‑commerce customer care for Shopper Stop, Crossword & HyperCity.
• Directed new‑process transitions in Emerging Markets vertical; controlled P&L and led client business reviews.
• Implemented training‑needs assessments, manpower planning & roster optimisation to maintain peak utilisation.