Gd Verma

Results-driven Healthcare IT professional with extensive experience in HIS/HIMS implementation, product demonstration, requirement gathering, development coordination, testing, and end-user training for domestic and international healthcare clients. Proven expertise in analyzing hospital workflows, conducting gap analysis, managing full implementation lifecycles, and coordinating cross-functional teams to ensure successful project delivery. Experienced in leading support teams, handling escalations, performing UAT cycles, and contributing to research and product enhancement initiatives aligned with regulatory and operational standards.

Strong ability to bridge the gap between clinical stakeholders, management teams, and technical development teams to deliver scalable and efficient healthcare technology solutions.

Sr. Manager – Support & HIS Implementation - The Gemini - India

(2023-12 - 2026-02)

• Delivered HIS product demonstrations to domestic and international healthcare clients.
• Conducted detailed requirement gathering sessions with hospital stakeholders and performed workflow analysis and gap identification.
• Managed end-to-end HIS implementation lifecycle including system configuration, customization coordination, UAT management, go-live execution, and post-go-live stabilization.
• Led and supervised the HIS support team, ensuring SLA adherence and structured issue resolution.
• Coordinated closely with the development team for feature enhancements, regulatory updates, and client-specific customization requirements.
• Conducted research on country-specific healthcare regulations and contributed to product development improvements.
• Performed functional, regression, and user acceptance testing to ensure system stability and performance before production release.
• Identified, documented, and tracked system defects and ensured resolution through effective communication with development teams.
• Delivered structured training sessions for doctors, nursing staff, billing teams, front office, pharmacy, laboratory, and administrative departments.
• Acted as a key liaison between clients, implementation teams, and internal product teams to ensure smooth project execution.
• Monitored system performance post go-live and ensured smooth operational transition and client satisfaction.

Operations - Mittsure Technologies - Jaipur, India

(2022-11 - 2023-10)

• Set-up, manage and improve standards and procedures within the team
• Supervised and directed a staff of 150+ field technical service representatives PAN India in the completion of field activities and customer service tasks.
• Assigned and organized 25+ Senior field technical representatives to optimize the resources efficiently through string written and verbal communication.
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.
• Oversee and monitor the TADA expenses for entire Pan India.
• Manage the team and individual performance, technical and skills development.
• Served as a liaison between the sales and IT teams, coordinating all development, ideas, and customizations.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Remain aware of new product developments and provide input to the business on customer service.
• Integrated 2 applications into Operation process that allowed the technical executives to work with more efficiency and productivity.
• Monitor and trace the schedule of the field executives and ensure the visits should be done as per the planner.
• Monitor and trace the schedule of the field executives and ensure the visits are done as per the plan.
• Coordinate the Field Executives' weekly planner with the Territory Area Managers.
• Ensure the status of the visits to be updated in the Software applications on daily basis.
• Share the reports to the management as and when required.
• Make decisions quickly, often with limited information
• Documented all the concerns/leads within the software (Cronberry) with 100% accuracy.

Team Lead - Support - Empower Edtech Services Pvt. Ltd - Jaipur, India

(2020-03 - 2022-05)

• Providing leadership, guidance, and support to a team of customer service representatives, and delivering superior customer service to all members both internally and externally
• Also providing regular feedback to a team to assist with development, growth and appropriate adherence to guidelines, regulations, policies, and procedures
• Dealing with people in a manner which shows sensitivity, tact, and professionalism, internally and externally
• Assisting with training and orientation activities as needed or directed
• Providing information to employees on where and how information can be found relate to product or functionality
• Assisting in training new associates, troubleshooting and problem resolution of issues
• As needed, assisting with inbound calls to ensure appropriate response time to customers' needs are met
• Ensured that all requests are prioritized, resolved within agreed timeframes (TAT), work-flow pipeline optimized, priorities identified early, and issues escalated accordingly
• Demonstrated the ability to identify training needs and develop staff to improve performance
• Supported phone representatives with questions regarding phone calls they are handling
• Troubleshoot and resolve basic customer problems for system related issues (root cause analysis)
• Good time management and organizational skills to prioritize workload and demands
• To provide support to the team members to gain high levels of customer satisfaction
• Conducting several Training programs for multiple modules of the customer relationship management system for the newly on-boarded client
• Give a thorough listening to call on Exotel randomly per week and provide feedback to each member as needed
• Making sure that SOPs are followed by teammates and communicating the proper information to customers
• Weekly report to the management for Exotel support group calls
• Monitoring employees' absences and attendance on a regular basis through GreytHR
• In charge of all issues, suggestions, and feedback received from customers, and will determine if it really needs to be escalated
• Keeping a record of tickets for discussion purposes with the technical team head to determine the timeline for tickets of CRM
• Responsible for maintaining and updating the knowledge base repository and updating every knowledge base help file that is changed
• Assists with the creation of the knowledge base help file regarding any new feature announced or released and informs customers accordingly via email and phone.
• Whenever necessary, assist newly hired team members with the onboarding and training process
• Ticketing platform experience with JIRA and Zoho
• Make sure all calls incoming or outgoing are documented in the form of ticket
• Collaboration with the technical team regarding the tickets on the Teamwork platform
• Managing the control part of meetings with customers in multiple engagement activities
• Having a working knowledge of the JIO DLT Template & Sender ID Registration Process, and being able to approve and test the SMS template
• Experience working with MSG91 to approve the SMS template and to test it
• Have performed product and functionality testing, as well as worked to identify system bugs to improvise the product.
• Managed and mentored team of 10+ to deliver exceptional service.
• Managed complex customer complaints, offering smart solutions for continued customer satisfaction and loyalty.

Assistant Admin Manager - Global Tour & Travels - Udaipur, India

(2016-07 - 2020-02)

• Management of office equipment inventory
• Ensured safety and cleanliness for office premises
• Was assisting the management with the daily operations of the Office
• Was In charge of other administrative and computer works like faxing, e-mailing, scanning & Data Entries
• Responsible for Maintenance & repairing of the office assets
• Coordinating with the dealers, Suppliers and vendors whenever required
• Use to Purchase of stationary items, gift items, kitchen items, / cutlery, store items
• Ensure general office operations: food, stationery, equipment and supplies
• Was Assisting the Admin Manager in planning and executing the events and other activities in office
• Use to maintain Daily Attendance Register, Bills file, miscellaneous file
• Responsible for facilities Leads/Supervisors and staff in the branch and staff members who specialize in providing preventive maintenance including general building maintenance, mechanical systems, housekeeping and grounds keeping; quality assurance for mechanical, electrical and plumbing system during renovation and construction projects; and code compliance.
• Look after vendor management, right from hutting, on-boarding, evaluating, payments, and compliance for facilities gamut.
• Ensure safe place to work by effectively managing soft services (Security, Housekeeping, BMS, Cafeteria, Pest control, Washroom Hygiene) Safety Initiatives at work.
• Look after general office necessities including stationery, tea coffee, snacks, medicines, cakes, courier, etc

Front Office Executive - NAV Back Office IT Solutions Pvt Ltd - Jaipur, India

(2015-09 - 2016-06)

• Managed Lined Up Interview
• Provided Access Cards to the new joiners
• Prepared Birthdays List & Cards of employees
• Use to maintain contact details of the employees
• Use to Prepare Attendance Reports & Late Arrival Reports on Daily Basis
• Was Responsible for preparing, maintaining data of daily and Monthly activity
• Time & Attendance
• Leave Management
• Leave Encashment
• Leave Planner & Unplanned Reports
• Was Taking care of LWP & HR operations work
• Handled outward-inward couriers
• Placed Outgoing calls as requested or required
• Was Collecting and mailing correspondence
• Maintained safe and clean reception area by complying with procedures, rules, and regulations

Master of Business Administration - MBA-HRM-Distance - NMIMS University (2024 - 2026)

Bachelor of Commerce - B.COM - University of Pune (2012)

H.S.C Commerce (2009)

Secondary School Certificate - SSC (2004)