Apollo 247 (Apollo Health Co. Ltd.) June 2024 to Present
City Lead Operations
West India Zone
- Spearhead end-to-end diagnostics operations across West India (Maharashtra, Gujarat, Madhya Pradesh, and Chhattisgarh), ensuring scalability and service excellence.
- Lead and manage a distributed workforce of 110+ phlebotomists, driving productivity, SLA adherence, and operational efficiency.
- Own key operational KPIs including order fulfilment, on-time performance, and cancellation reduction, through continuous monitoring and process optimization.
- Oversee customer escalations and ticket resolution, ensuring timely closure and high customer satisfaction standards.
- Drive revenue growth through upsell initiatives, leveraging field team interactions and existing diagnostic orders.
- Ensure seamless coordination with regional, central and national reference labs for accurate reporting, TAT adherence, and rejection control.
- Manage end-to-end sample logistics and supply chain, including movement from collection centres to labs and inventory/consumables planning.
- Lead trainer performance management and process improvement initiatives to enhance field productivity and service quality.
- Design and execute strategies for area mapping, pin-code management, workforce deployment, pricing, offers, and promotions to improve serviceability and business performance.
- Drive business growth initiatives, including corporate/residential health camps, cross-functional collaboration (pharmacy & product teams), and contribution to membership programs.
- Drive operational excellence by utilizing advanced platforms including Diagnostics Roster, Diagnostics Dashboard, Order Punching Tool, LIMS, Freshdesk, Tableau, and Looker Studio to enable real-time monitoring, performance optimization, and data-driven strategic decision-making.
PHN Technology Pvt Ltd. July 2023 to Dec 2023
Business Development Associate • Managed B2B sales and operations for Technolab services, targeting schools and junior colleges across Pune.
- Drove new business development initiatives to expand market presence and acquire potential clients.
- Owned the end-to-end sales funnel, from lead generation to deal closure, ensuring a consistent and healthy pipeline of opportunities.
- Conducted product demonstrations and client presentations, effectively showcasing value propositions and solution benefits.
- Engaged with key decision-makers (school management and board members) to negotiate and successfully close deals.
- Delivered impactful PPT presentations, clearly communicating product offerings and business advantages.
- Coordinated MOU signings and stakeholder discussions, collaborating with internal teams and client representatives to ensure smooth on boarding and implementation.
Apollo 247 (Apollo Health Co. Ltd.)
Jan 2022 to May 2023
Senior Executive
Special Projects Growth Operations Jan 2022 – June 2022 | Operations Management
- Managed end-to-end diagnostic operations across West India (Maharashtra, Gujarat, Madhya Pradesh and Chhattisgarh) ensuring seamless order fulfilment and issue resolution.
- Oversaw phlebotomist deployment and scheduling, ensuring efficient resource utilization and on-time report delivery.
- Proactively addressed order cancellations and on-ground customer escalations, maintaining high service standards.
- Utilized systems such as LIMS and Pulse Daily Roster to manage operational workflows and resolve field-level challenges.
- Handled customer tickets and critical escalations, ensuring timely resolution and enhanced customer satisfaction.
June 2022 – May 2023 | Special Projects & Business Growth
- Spearheaded the launch and pilot of the Pharma-Diagnostics Project in Hyderabad, collaborating with senior leadership and key stakeholders from Apollo 247 and Apollo Pharmacy.
- Successfully scaled the project to 7 metro cities, establishing a robust and replicable operational model.
- Managed a large field force of 122+ Sales Representatives and 5 Team Leads, ensuring alignment with business objectives and performance targets.
- Drove operational efficiency and cost optimization by streamlining processes and transitioning the project into a sustainable “auto-pilot” model.
- Achieved rapid network expansion by on boarding 351+ pharmacy stores within 45 days of project launch.
- Led team hiring, training, and performance management, including setting KRAs for field executives and promoters.
- Planned and executed corporate, residential, and outdoor health camps to drive customer acquisition and business growth.
- Successfully launched Insta Clinic projects across key locations in Hyderabad and Delhi, expanding service offerings.
- Collaborated with the product team to develop a real-time order punching tool, enhancing on-ground booking efficiency and customer experience.
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- Managed sales teams, promoters, and field staff deployment, ensuring achievement of daily targets, reporting accuracy, and effective operational planning.
Star Imaging Scanning and ambulance Centre Apr 2020 – Jan 2022
Associate Manager, Operations & Business Expansion Planning • Managed end-to-end OPD, diagnostics, and ambulance operations, ensuring seamless service delivery, timely reporting, and high-quality patient care.
- Led vendor development and channel partner on boarding, strengthening hospital operations and expanding service reach.
- Oversaw ambulance fleet operations, including driver training, resource allocation, and route optimization to ensure efficient emergency response.
- Directed end-to-end supply chain and operational processes, supporting strategic business expansion and project execution.
- Managed a team of 9+ Team Leads and 4 Executives, driving performance through effective planning, budget control, reporting, and vendor negotiations to ensure quality and cost efficiency.
63 Ideas Infolabs (Ninjanjacart) April 2019 - Jan 2020
Team Leader, Logistics Operations and Labour Management, Pune • Managed end-to-end logistics and labour operations for Ninjacart’s B2B fresh produce platform in Pune, overseeing warehouse staff, delivery personnel, and fleet operations.
- Piloted and implemented a new last-mile delivery model, improving overall fulfilment rates to 95%+.
- Led labour planning, route optimization, and vendor model implementation, achieving significant cost reduction in last-mile delivery from ₹5.3/kg to ₹2.8/kg.
- Improved labour utilization by 20% and ensured operational discipline with 97% on-time reporting for workforce and fleet.
- Played a key role in stabilizing operations and enhancing supply chain efficiency, driving improvements in delivery performance, cost optimization, and process standardization.
Care Diagnostics TFMS Pvt. Ltd
June 2015 – March 2019
Senior Executive Operations and business development • Managed end-to-end OPD and diagnostics operations for multiple clients, including hospitals and diagnostic centers, leading a team of 200+ personnel.
- Oversaw diverse workforce operations, including riders, medical staff, drivers, and support teams, for key clients such as Care Diagnostics and Jupiter Hospital.
- Directed ambulance, rider, and facility management operations, ensuring efficient service delivery and adherence to operational standards.
- Led cost planning, sourcing strategies, and end-to-end administration across transportation, logistics, and healthcare operations.
- Managed HR and office operations in Pune, while supporting business development and sales planning initiatives to drive organizational growth.
