Sanjana Hani Ganesh
#05 , Kote Beedi, Kodigehalli, Bengaluru,India
Summary
Diligent and dedicated Deputy Manager with eight years of experience in the Healthcare industry. Excellent interpersonal and communication skills. Dynamic and determined with exceptional leadership qualities.
Overview
8
8
years of professional experience
Work History
Primary Health Organisation Deputy Manager
Sparsh Hospital
02.2024 - Current
- provides overall direction and management for the service, facility, organisation or centre
- develops, implements and monitors the procedures, policies and standards for medical, nursing, allied health and administrative staff
- co-ordinates and administers health and welfare programs and clinical services
- monitors and evaluates resources devoted to health, welfare, recreation, housing, employment, training and other community facilities and centres
- controls administrative operations such as budget planning, report preparation, expenditure on supplies, equipment and services
- liaises with other health and welfare providers, boards and funding bodies to discuss areas of health and welfare service co-operation and co-ordination
- advises government bodies about measures to improve health and welfare services and facilities
- represents the organisation in negotiations, conventions, seminars, public hearings and forums
- controls selection, training and supervision of staff.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Developed and implemented new procedures to improve efficiency of the organization.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
Primary Health Organisation Manager
Milann - A unit BACC Healthcare
09.2022 - 02.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Customer Service Manager
Nova IVF Fertility
12.2021 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Coordinated resolutions for more than 50 - 70 daily customer inquiries while consistently achieving performance targets.
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Manager
Motherhood Hospital
12.2019 - 12.2021
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Senior Customer Service Representative
Motherhood Hospital
06.2018 - 12.2019
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Customer Service Representative
Motherhood Hospital
03.2017 - 06.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
Patient Coordinator
Nova IVI Fertility
07.2016 - 02.2017
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
- Educated patients by explaining preparation instructions for upcoming procedures and tests.
- Communicated with patients, caregivers and families members to relay diagnoses and treatment options.
Education
Bachelor of Commerce -
Calorx Teacher's University
06.2016
Skills
- Cost analysis and savings
- Staff Training and Development
- Recruiting skills
- Skilled in mediation
- Exceptional interpersonal communication
- Sales Strategies
- Excellent time management skills
- Schedule Management
- Staff Management
- Performance Improvements
- Quick decision-making abilities
- Process and procedure development
- Conflict resolution expertise
- Strong delegating abilities
- Decision-making capabilities
- Operations Management
- Employee Scheduling
- Product and service knowledge
- Customer Relationship Management (CRM)
- Project management abilities
- Business Administration
- Workload Management
- Customer Relations
- Team motivation
- Customer rapport
- Employee performance evaluation
- Recruiting and interviewing
- Team Leadership
- Scheduling and Coordinating
Accomplishments
- Supervised team of 40+ staff members.
- Employee of the year Award
- Star of the Month Award
- Going beyond Award
- Spot Award and many more
Timeline
Primary Health Organisation Deputy Manager
Sparsh Hospital
02.2024 - Current
Primary Health Organisation Manager
Milann - A unit BACC Healthcare
09.2022 - 02.2024
Customer Service Manager
Nova IVF Fertility
12.2021 - 09.2023
Customer Service Manager
Motherhood Hospital
12.2019 - 12.2021
Senior Customer Service Representative
Motherhood Hospital
06.2018 - 12.2019
Customer Service Representative
Motherhood Hospital
03.2017 - 06.2018
Patient Coordinator
Nova IVI Fertility
07.2016 - 02.2017
Bachelor of Commerce -
Calorx Teacher's University
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