Krishna Iyengar

Experience

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  Tech Mahindra Business Services

  Sept 2003 - Jan 2007

  Team Leader (UK-Postpay)

  As a Team Leader, responsibilities includedManaging day to day team activities (conduct briefings to confirm process understanding and any queries to be shared with the Process and Change team for updation on the common URL)Maintain SLA adherence to RTA, AHT, team absenteeism, team attrition.Ensure 0 DPA violations by the teamTransactional Quality monitoring for the team and feedback provided for improvement, wherever applicable.Conduct process training and review progress on a weekly, fortnightly basisConform to Call Calibration standards and raise the benchmark during such sessions so that the entire floor is updated regarding the sameWas an active member of the Quality Improvement team which concluded a project involving a monthly saving of 2.17 crores or 163 FTEs.Ensure that the team is well engaged and motivated to deliver desired organisational results.Achieved a 10 month 0 attrition in the UK Postpay part of the organisation. Show less

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  Kingfisher Airlines

  Jan 2007 - Oct 2010

  Asst Mgr. Service Quality

  To bring about parity leading to Guest Satisfaction from an overall perspective of Hiring, Training, Forecasting.To provide an analysis regarding how to maintain availability of resources at all the Call Centers across the networkTo manage vendor (outsourced call centres) with reference to Quality of Service provided to Guests.Monitor, analyze and initiate / suggest improvements based on Key productivity parameters like Attrition, Call abandoned percentage, Fatal and Non-fatal errors based on Quality checks conductedConducting periodic Service Quality audits to evaluate all the Call Centres across the network from a Guest's perspective Identify Root Causes and assist in/suggest Corrective Action Plans.Ensured consistency of service delivery by formulating relevant SOPs for all the Call CentresLiaise with Call centres across the network to ensure implementation of SOPs and action plans drawn.To ensure that the departmental goals were achieved to attain ISO certification.Ensured Quality Management process as per the defined ISO 9001:2008 norms. Conduct Call Calibration Sessions periodically for all the Call Centres across the networkShare various reports and analysis with the Senior management for effective decision making regarding the feasibility and performance of call centres across the network Show less

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  Columbia Asia Hospitals Pvt. Ltd.

  Nov 2010 - Feb 2011

  Customer Care Manager

  Effective Team Management (Included Roster management w.r.t Shifts and various duties of team members). Overall Customer Feedback Management. To maintain Customer feedback above 85% (IP & OP). Improve Processes with reference to Customer Satisfaction / Delight. OPD Management. IPD Management (Registration, Admission Process). IP rounds to take immediate corrective actions and increase Customer Satisfaction levels. Prepare Root Cause Analysis and share with Senior Management.Assist the Marketing team with various activities like CMEs, In house and off site camps held in the peripheral areas.Streamline the OPD cashiering process. Prepare various analysis reports and share with the senior management. Effective co-ordination with various departments like ER, Medical team, Dietetics, Nursing, Facilities, Pharmacy, Imaging and Lab services to ensure higher Customer Satisfaction levels.Manage escalations via Personal interactions, mails. Perform effective Service Recovery, wherever applicable.Integral part of the team leading to excellent performance in the Pre and Final assessment of the NABH accreditation process. Show less

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  Columbia Asia Hospitals

  May 2011 - Jan 2014

  Customer Care Manager

  Responsibilities-Upselling / Outbound campaigns: Successfully managed outbound SMS campaigns for various specialties in the hospital Successfully managed outbound process for Web related queries Successfully managed outbound calling campaigns for Ante Natal and Customer Focus programs. Receive and monitor reports for improvementsFinancial: Initiated OPD Cashiering at Customer Care Counters resulting in increased revenue of 10 lacs per month and reduced pilferage Was part of various financial and P&L meetings w.r.t. understanding financial health of the organization and improvements to be brought in. Responsible for budgeting and forecasting department's cost. Top up calling to ensure day to day revenue is generated and nil backlog of patient payments is maintained Co-ordinate with the Finance Manager in debt collection and managing Billing complaints effectively Co-ordinate with the TPA representative for managing E2E Customer experience. Manage billing queries of customers till logical conclusion and positive Customer Experience. Responsible for co-ordination with High net worth individuals, VIPs, for their health needs resulting in increased revenuePeople: To ensure that the Key differentiator of "Customer First" is adhered at all times by all team members. Successfully completed 15 man days of training month on month to the team and hospital wide common training modules Conduct hospital wide trainings with reference to NABH Conduct hospital wide trainings on Effective Communication, Exceed Expectations, Customer Delight Ensure cross functional collaboration meetings with other departments Retain and develop talent within the department. Conduct departmental communication cascades with the team Conduct Induction to New Joinees  Train the team and keep them appraised of the policies and procedures to be followed in caring for patients and their families Finalize and implement the work ro Show less

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  SevenHills Healthcity

  May 2014 - Feb 2015

  Senior Manager - Customer Experience

  To drive and encourage people,improve processes & systems,increase product visibility among the periphery and community towards achieving an overall positive Customer Experience at the Hospital.This included effective OPD management, SPoC for HNI Customers, SLA adherence, Overall Customer Feedback collection and Analysis, day to day discussion on process improvements via Customer Care meetings involving all Heads of departments, being the First Point of Escalation towards grievance resolution ( In patient and Outpatient department concerns/feedback), Conduct hospital wide soft skills training, Conduct departmental training, Attrition control, Motivate team members to be highly productive. The job also entailed providing daily business insights to the CEO with reference to daily MIS ( which included tests advised vs done, admissions advised vs done, follow up on the same to ensure customers were engaged with the hospital for their overall medical needs). Show less

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  Scaleup +3TM Services Corp.

  Jun 2016 - Apr 2017

  Operations Manager

  Responsibilites:1.Overall Operations:• Preparing schedules for various phases like Training, Assessments, Examinations, Re-assessments, etc• Effective student Email/module/assessment/test/review management• Training schedule adherence / management• Ensure that the labs are checked for compliance as per MOS programs guidelines• Ensure that labs are exam ready• Effective Stakeholder Management• Effective process management• Preparation of Process / Operations Manual • Effective Vendor ManagementWorked on a project involving 4k students for the Microsoft Productivity Skills program Show less

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  Tava Mitra Infonet Pvt. Ltd

  May 2017 - Feb 2018

  Sr Manager, Operations

  Market Research & Administrative:• Ideated with Incubator head (IIT), Mentors, Trainer (NIESBUD), Institutional heads• Extensive Market research done• Successfully completed an Emergency Services survey run by an independent agency across 27 cities in India• Connected with 420+ ambulances in and around Mumbai• Liaising with the Maharashtra Transport Commissioner’s office regarding compliance and guidelines in the ambulance aggregation space, completing the last mile in the regulatory process• Connecting with Hospital / Medical fraternity to forward the concept of ambulance aggregationFinance / Cost effective solutioning:• Evaluate various revenue generation models and validate them via industry mentors• Evaluate various vendors / partners and get the best in cost/performance-effective solution (office space, CA, product, Web design and development, etc)• Negotiated a reduction of $23k on the product source code and applicationOperations / Partner Mgmt:• Identify, evaluate and shortlist various outsourced partners (Legal, Chartered accountant, Call centre, Cloud telephony, Recruitment, Website development, Google apps, Payment Solution partners, CRM)• Onboarding of Ambulance Service Providers• Vet the Draft agreement as per market standards (after relevant discussions in the market)• Prepare high-level process document for ambulance aggregation (WiP)• Obtain various documents w.r.t operations and legal (ambulance check list, T&C, Website content, emergency videos for website, • Participate in the daily scrum of product development journey and provide inputs at various stagesInvestor related / Revenue model building activities:• Network and connect with accelerators, potential investors, mentors• Meet up with Corporates for CSR and Employee benefit programmes (Emergency Services)• Prepare business presentation for investor/s• Prepare 3-year revenue projections based on market research done• Showcase concept and presentation to investor/s Show less

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  Smmart Training & Consultancy Services Pvt. Ltd

  Feb 2018 - Aug 2018

  Vice President - Strategic Alliance and Customer Connect
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  ENGAGE AVIATION, LLC

  Oct 2018 - Oct 2019

  Consultant

  To connect with Investors and Organisations for procuring investments (BGs, Equity, etc) and aircraft & aircraft parts

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  MADE BY DHARAVI

  Feb 2020 - Dec 2022

  Advisory role
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  CTOServices

  Jul 2021 - Apr 2023

  Co-founder (CX and Operations)

  Helping Customers create Technology landscape!!!

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  Procode Softech Private Limited

  Sept 2021 - Feb 2023

  Regional Director - Western India (Marketing and Pre-sales)

  Using Process Automation, Helping Organisations Transform their Process Pain Areas into Pleasurable ones!!!

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  Edrupt Pvt. Ltd

  Dec 2022 - now

  Sales @Edrupt

  We create Careers in the whopping USD 305 Billion Digital Marketing Space!!!

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  ChillBotz

  Apr 2023 - now

  Regional Business Head - Western India

  We provide Automation and a host of IT services to help you run your Businesses with Effortless Ease!!