Atul Kohli

Atul Kohli Operations/Service Delivery Specialist  - - Summary Education: B.com Graduate from Delhi University – 2009 th 12 from CBSE Board – 2004 th 10 from CBSE Board - 2002 Experience Deputy Manager – Sri Balaji Action Medical Institute Nov-2022 – Till Date               Being first point of contact for patient, this is very important LOB  Handling Voice (Inbound/Outbound)/Chat/Email process at the same time for the organization Make sure proper capacity planning in place. Ensure proper call/chat volume trend is being analyzed well in advanced and make sure proper manpower planning in place. Ensure proper training and certification for the new joining Ensure SLAs are being achieved and exceeded month on month (Service Level, Quality, Abandoned%, Fatal Error Accuracy and NPS) Ensure best people management in place to control Shrinkage and Attrition Analyze customer/patient feedback and get the refreshers conducted for the team to ensure best customer/patient experience Time to time Call/Chat/Email calibration with internal and external stakeholders to bridge the gap in the process Create the KRA/KPI for the team and monitor the performance to achieve the organization goal Ensure time to time feedback (One-On-One Sessions) are being given to the team as per area of opportunity Conduct the appraisals for the team and recognize the performer time to time Create the atmosphere where people are being encouraged to go extra mile and set the example for others (Healthy competition) All other administration tasks for the team are being closed as per committed timelines. Service Delivery Leader (North India) – Metropolis Healthcare LTD Apr-21 to Nov-22 LAB@Home, Centers & Logistics (B2B & B2C)        Managing Lab@home (Home Collection) for North India geography Coordinating with central team, regional team & associate partner for their home collection requests Ensure all the home collection request are being entertained and ensure best class service delivery Ensure compliance of all the home collection request and making sure no visit left un-attended Ensure that regular trainings are being conducting for all the phlebotomist for home collection Ensure optimum utilization of the phlebotomists and best people management in place Tracking revenue and ensuring cost effectiveness Analyzing lab and center wise TAT to make sure optimum service delivery Organized, Results-driven operations specialist with 15 years of experience optimizing processes and driving efficiency in dynamic business environments. Proficient in utilizing data analysis and CRM systems to enhance strategies, streamline operations, and support decision-making. Adapt at collaborating with cross-functional teams to achieve organizational goals and improve overall performance. Known for exceptional problem-solving skills, meticulous attention to detail, and the ability to implement innovative solutions that increase productivity and revenue growth. Committed to delivering excellence in operations and contributing to organizational success. Language    English – Fluent Hindi – Proficient Punjab - Native Personal Information Father’s Name Nationality Date Of Birth Marital Status Gender : Late Mr. Sushil Kohli : Indian : 4th July-1987 : Single : Male Skills     CRM Microsoft Office Suite (Word, Excel, PowerPoint) Cross-functional Team Collaboration Data Analysis             Managing centers for North India geography Ensure all the centers are follow the standards set by Metropolis & NABL Analyzing daily walk-in patient trend and center wise revenue Periodically audits of the centers by internal & external team Making sure there is no non-conformity and if any that has to be closed within the standard timelines Arranging all the required training for our own and partner’s employees Tracking center wise revenue and cost and implementing the strategy to increase the revenue and bring down the cost Taking measures for the centers which needs be uphold Ensure best class patient experience by analyzing NPS and taking necessary actions as per area of opportunity (PDCA) Ensure that people are being rewarded and recognized as per KRAs & KPIs on Monthly, Quarterly & Yearly basis Create the atmosphere where people are being encouraged to go extra mile and set the example for others (Healthy competition) All other administration tasks for the team are being closed as per committed timelines. Deputy Manager – PCS – Aakash Healthcare Private LTD Oct-17 to Oct-20 OPD, IPD & Call Center                                  Analyze the footfall trend for OPD Optimum Capacity/roster planning as per analyzed footfall Ensure well coordination between doctor and patient to reduce the waiting time and improve the patient experience Ensure proper training for the executives, Supervisors and AMs Creating SOPs and Process for the department Daily audits of the department to gauge the gap in the process Take the necessary action against the identified gap and gauge the improvement Proper delegation of the duties and task among the team and proper follow up on the same Analyzing the patient feedback (positive/Negative) trend and presenting to the higher management Responsible to drive the conversion pace to increase the revenue trend Timely audits for discounts & refund to gauge the accuracy Preparing and presenting the department review to the higher management to speak about achievement and challenges Ensure that people are being rewarded and recognized as per KRAs & KPIs on Monthly, Quarterly & Yearly basis Taking care of annual appraisals for the team Analyze the footfall trend for IPD and counselling team Optimum Capacity/roster planning as per analyzed footfall Ensure well coordination between doctor and patient to reduce the waiting time for admission and improve the patient experience Ensure 100% estimates are being given to the surgical/medical management patients Ensure estimate variance should be +-5% Proper and timely chase outstanding amount of the patients SOC updation with the help of Finance, Marketing, TPA and billing Ensure proper training for the executives, Supervisors and AMs Creating SOPs and Process for the department Daily audits of the department to gauge the gap in the process Take the necessary action against the identified gap and gauge the improvement Proper delegation of the duties and task among the team and proper follow up on the same Analyzing the patient feedback (positive/Negative) trend and presenting to the higher management Responsible to drive the conversion pace to increase the revenue trend Timely audits for discounts & refund to gauge the accuracy Preparing and presenting the department review to the higher management to speak about achievement and challenges annual appraisals for the team Team Leader Operations – Arvato Bertalsmann Jan-17 to Oct-17            Handling eBay(E-Commers) Process as a Team Leader Operations Managing Service Level, Abandoned%, Attrition, Shrinkage, Quality, Capacity Planning & Client Complaint Playing a vital role in calibration with internal and external stakeholders Also responsible for transformation, Quality Improvement and Knowledge enhancement Preparing Deck for Internal Business Review and External Business Review Also creating the work flow chart to make business document depended Listening Calls and providing feedback to the agent to increase Quality & Accuracy Ensured that rules of conduct were adhered to during each call. Exceptional ability of encouraging and motivating team members consistently Great command over reports, both preparation and analysis Performed frequent performance evaluations of executives and encouraged them for better and consistent performances Assistant Manager Operations – WNS Global Services Oct-11 to Sep-15                   Handling Max Healthcare process as Assistant Manager Operations. Looking after Team of 40 - 45 associates and working towards deliver agreed SLA Handling Service Level (90/10), Abandoned%, Attrition, Shrinkage, Quality, Capacity Planning & Client Complaint Handling the team and working for maximum output by controlling Shrinkage & Attrition Playing a vital role in calibration with internal and external stakeholders Also responsible for transformation, Quality Improvement and Knowledge enhancement Taking care of Patient's Appointment with Doctors, PHP (Preventive Health Package), Immigration and Radiology department for Max Hospital Taking care of patient’s complaint & client complaint and provide resolution within turnaround time. Also take care of customer satisfaction by improving Quality and Accuracy Responsible for entire back office operations for Avon Beauty Products Responsible for entire reports related to operations on Excel & Power Point Working on all the escalations received from client, providing feedback to the agents, Taking Corrective Action and putting preventing action plan in place. Arranging session as per client feedback & Quality observation to increase the Quality and Accuracy. Worked to achieve the goal of the organization and responsible to deliver the SLA As a lean trained candidate responsible to deliver the knowledge to entire floor. Dealing with client to know the requirement and co-ordinate with other department for the process improvement & compliance Prepare relevant performance snapshot to provide the feedback to the associates Creating opportunities to involve and encourage to associates to participate in healthy competition within the team. Quality Analyst – Sparsh BPO Services Apr-08 to Sep-11         Handling a team of 40 CSR. Enhancing the product knowledge & performance level of team & process as whole. Responsible for team Quality and accuracy. Identifying product knowledge by discussing quality issues on calls and improvement areas like soft skills, empathy and query resolution. Milestone Sessions with Team Leaders and CSR’s on weekly basis to maintain consistency. Taken good call & bad call session. Working on customer complaints and services. Prepare all the weekly & monthly Quality reports in excel & power Point.