Seasoned Customer Experience and Business Excellence healthcare leader having 25 years of diversified Healthcare experience in India, UAE, Oman, Qatar and Kingdom of Saudi Arabia. Proven track record of building high-performance teams, setting up customer experience strategies and operational effectiveness. In addition I have 10 years experience in academics and have shaped careers of 3000+ students.
Work in close collaboration with C level, IT / Delivery Managers and Business Unit heads to develop corporate roadmaps, as a subject matter expert and trusted advisor and help them devise metrics to measure organization’s success in delivering world class customer service. Spearhead, motivate, coach and provide strategic direction to Customer Experience teams to drive customer service programs that elevate the overall client experience, increase customer satisfaction, review reports and suggest efficiency enhancements for high customer satisfaction ratings and long standing customer relationships.
Conceptualized and integrated company-wide strategies through study of customer voice, proactively identified business opportunities and enhanced customer loyalty & revenues. Drove Customer Centric Culture and Change Management by enhancing customer journeys through structures, frameworks, review system, processes, segmentation, automation, process standardization, personalization and simplification.
Passionately led digital transformation by working closely with multiple Healthcare Tech Start-ups in developing and executing VoC, In-Room Service Management, Discharge tracker, Self-registration kiosks, & Patient App.