Director - Operations at VikMark Technologies (2024-01 – 2025-05)
Served as the founding operations leader, architecting and launching the core operational process architecture from a zero-base.
- Operational Transformation & Team Integration: Served as the founding operations leader, architecting and launching the core operational process architecture from a zero-base. Established all foundational protocols, data standards and quality controls necessary to enable rapid company scaling and auditable compliance
- Strategic Initiatives & Efficiency (CS Operations): Directed major process re-engineering initiatives to simplify complex, manual workflows, leveraging systems thinking to deploy automation tools. This resulted in significant operational efficiency gains and increased capacity to handle high-volume business growth
- Executive Insight & Data Governance: Defined and enforced the governance structure for all operational data, ensuring integrity and accuracy. Developed functional reporting solutions used in collaboration by onshore leadership for strategic planning, resource allocation and key operational decision-making
- Leadership Turnaround: Successfully took over the leadership of a budding team, implementing a rigorous leadership structure, performance management frameworks and training programs to stabilize operations and establish client confidence
Director of Operations at Zentist (2021-07 – 2022-01)
Directed the entire client implementation life-cycle and critical interfaces with Product, Engineering and Revenue teams.
- Implementation Strategy & TTV: Directed the entire client implementation life-cycle, integrating technical data ingestion pipelines with operational delivery. This was specifically designed to accelerate time-to-value (TTV) for new customers and ensure scalable deployment across global teams
- Cross-Functional Alignment & Product Strategy: Led critical interfaces with Product, Engineering and Revenue teams to institutionalize client feedback. Translated operational friction and technical constraints into refined platform requirements, ensuring the solution was scalable and market-aligned for future GTM strategies
- Global Process Control & RoB: Architected and deployed standardized operational workflows, including data governance and quality control, across the remote, cross-geographic teams. Established unified performance metrics and reporting that guaranteed auditable process fidelity regardless of location
- Remote Team Leadership: Managed and mentored a high-performing, decentralized team, implementing communication protocols and frameworks essential for seamless execution and high client satisfaction across multiple time zones
Manager - Client Onboarding and Transitions at Eliptico (2018-11 – 2021-01)
Led the end-to-end transition and onboarding of high-value client portfolios.
- Client Transition & Implementation Leadership: Led the end-to-end transition and onboarding of high-value client portfolios, architecting the operational structure, resource allocation and technical integrations required to guarantee seamless, high-quality client go-lives
- TTV & Compliance Architecture: Established auditable implementation protocols and checklists to ensure every client onboarding met strict compliance standards, significantly mitigating transition risk and accelerating the client's Time-to-Value (TTV)
- System Integration & Standardization: Directed the integration of client data systems with internal platforms, developing standardized data ingestion workflows and quality control checks that eliminated implementation errors and improved data integrity
Manager - Healthcare Audit & Billing at Cotiviti (2009-07 – 2018-02)
Facilitated large scale offshoring of payer side audit functions and ensured seamless process transitions.
- Offshoring & Process Scaling (Support/Operations): Facilitated large scale offshoring of payer side audit functions, ensuring seamless process transitions from US to India operations
- Client Education/Enablement: Created standard operating procedures across audit, billing and claims management, reducing onboarding time for new hires by 40%
- Compliance: Partnered with US based leadership to scale critical functions while maintaining compliance and delivery benchmarks
Team Lead - Operations at Medusind Solutions (2005-11 – 2008-11)
- Handled multiple dental client accounts and was instrumental in executing initial transitions
- Mentored junior team members and created process documents that became the baseline for future transitions
- Drove 98%+ accuracy in claims submission and helped stabilize client operations post migration
CSR - Operations at Zenta Limited (2004-10 – 2005-11)
Managed Level 2 collections for JPMorgan Chase Bank.
- Managed Level 2 collections for JPMorgan Chase Bank, handling credit card accounts with over 120 days past due payments
- Balanced inbound and outbound calling responsibilities to optimize recovery outcomes
- Maintained compliance with U.S. collections regulations while delivering customer centric support in high stress scenarios
- Built strong conversational and negotiation skills during early BPO career years
Proprietor at Apsara Food Products (1988-03 – 2004-10)
Oversaw P&L, procurement, production, branding and sales for 16 years.
- Oversaw P&L, procurement, production, branding and sales for 16 years, driving progress through a lean team
