Head Operations | Site Lead | Leadership
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“Performance Driven Professional” with over 22 years of expertise in operations management with diverse experience in US Healthcare Revenue Cycle Management - RCM, Transportation BPO-Industry “Order to Cash - O2C”, F&A services “Record to Report – R2R” & Contact Centers inclusive of Language Interpretation services.
Led large-scale offshore accounts of 1000+HC span across multiple cities & Trustworthy, knowledgeable of all aspects in a fast-paced BPO environment with a solid background in overall Site Management “Human Resources/Facilities/Finance” & hands-on experience in Lean six-sigma.
Site Leader - Operations September 2016 – Present
“Director – DIN#08733727”
DATAMARK BPO SERVICES PVT. LTD. | MUMBAI / CHENNAI • Exceeded the contribution margin benchmark by +3% Y-o-Y between 2021 to 2022 by consistently working on cost optimization and incremental revenue generation through organic business growth • Improved Employee Satisfaction results of the Chennai site by 13.38% with a strong Employee Centric governance strategy, by driving collaborative efforts between Operations & HR function • Grew an L4 Language Interpretation service from 35 HC to 140+ HC by transforming the recruitment strategies and increased the site revenue by 14% in one year span. In all, more than 300+ interpreters covering 18 languages, including the international language, have multiplied in 4 years in Mumbai and Chennai • Transitioned 20+ diverse projects from onshore (US & Mexico) and remote cities and exceeded the profit margin expectations with strong operational governance • Enhanced the CSAT scores for one of the fortune 100 customers, accomplished Platinum Rating with exceptional customer service for consecutive three years in a row.
The highest rating on the customer scorecard!
PGDBA, (MBA-Operatons) from symbiosis Pune
