Shraddha Tathe

Healthcare operations and pharmacy professional with a solid foundation in pharmaceutical sciences (D.Pharm, B.Pharm) and ongoing MBA studies in Hospital Administration & Healthcare Management. Skilled in bridging clinical understanding with front-line operations, quality auditing, omnichannel customer engagement, and team mentorship. Experienced in leading floor-level IVR processes, coordinating cross-functional issue resolution, and upholding stringent SOP standards in high-volume, service-oriented environments.

Executive – Operations & Quality Audit at Dava India / Zota Healthcare (2025-12 – Present)

• Floor Leadership & IVR Coordination: Serve as the primary operational point of contact for Dava India IVR, SKIA, and All Day Store workflows; supervise query resolution, inbound/outbound distribution, and customer escalations.
• Omnichannel Engagement: Manage high-volume customer inquiries and live consultations across Dia Chat and Smartflow web messaging platforms with consistent first-contact resolution.
• Comprehensive Quality Audits: Evaluate call quality and agent performance across specialized campaigns (Franchise, Chronic Refills, Medicine Reminders, Revival Data, and Promotional drives); deliver constructive coaching and actionable performance insights.
• Team Mentorship & Onboarding: Design and deliver structured onboarding, refresher workshops, and mock-call training for newly joined executives to accelerate readiness and SLA compliance.
• Technical Operations & Escalation: Manage IVR number assignments, executive permissions, and log priority trouble tickets on the TATA Panel, following through until resolution.
• Reporting & Decision Support: Compile daily operational summaries, quality scorecards, and management information system (MIS) reports for senior leadership.

Pharmacist at Shraddha Medical & General Stores (2025-06 – 2025-11)

• Review and dispense prescription and OTC drugs, deliver clear dosage instructions and precautionary advice to patients, and oversee billing accuracy.
• Recommend evidence-based skin wellness and personal care formulations while keeping store inventories balanced.

Quality Analyst at QDegrees Services Pvt. Ltd. (VI Telecom Account) (2024-11 – 2025-06)

• Executed rigorous transaction monitoring and quality audits on telecommunication service interactions in alignment with predefined quality rubrics.
• Pinpointed workflow bottlenecks, root causes of customer dissatisfaction, and critical process gaps to assist team leads in implementing corrective actions.
• Earned top recognition for accuracy and process knowledge in internal assessments.

Sales & Service Associate at Zeno Health / Zippin Pharma (2022-01 – 2022-05)

• Consulted customers on cost-effective generic alternatives, therapeutic equivalents, and over-the-counter health essentials.
• Operated retail ERP software for stock intake, shelf-life monitoring, and accurate billing while following strict pharmaceutical handling protocols.
• Volunteered and supported health awareness kiosks and community medical screening events across local communities.

Pharmacy & Reception Coordinator at Navkar Skin Clinic (2021-04 – 2021-10)

Managed front-desk operations, patient records, and appointments, dispensed dermatology medications, maintained inventory, and assisted in minor procedures.

Pharmacist Intern at Surat Civil Hospital & Dedicated COVID-19 Care Centre (2020-09 – 2020-12)

• Dispensed life-saving therapies and critical care supplies under rigorous emergency protocols during high-pressure pandemic conditions.
• Worked alongside nursing staff and attending physicians to verify dosage calculations, preventing potential contraindications or dispensing errors.

MBA in Hospital Administration and Healthcare Management (HAHM) – Dr. D. Y.

Patil

Vidyapeeth, Pune (Online) (2024-07 – 2026-09)

Bachelor of Pharmacy (B. Pharm) – Government Pharmacy College, Gujarat Technological University (GTU), Surat (2024)

Diploma in Pharmacy (D. Pharm) – Bhagwan Mahavir College of Pharmacy, GTU, Surat (2020)