Shailesh Patil_Resume

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SHAILESH PATIL

CONTACT DETAILS Abu Dhabi, UAE

+971-562661367 / 555136724 +971-2-4454781 [email protected] shailubpatil

ACADEMIC CREDENTIAL M.Sc. (Microbiology) Institute of Science, Mumbai, Apr'04

PROFESSIONAL ENHANCEMENT • Drug & Alcohol Testing

Workshop, Dubai, Oct'15 • SSGB Certification, May’13 • BPIA - Brand Plan In Action

INNOVARA Inc., Jun’13 • CRM - Salesforce, MS Dynamics,

Citrix Clarify, Siebel, SAP ERP • LIS/EMR/ERP - SAP P88, LDM,

Care360, LabCare • Call Center - ACD, IVR, AVAYA,

Panasonic, MailChimp

PERSONAL DOSSIER Date of Birth : 15th Jan, 1981 Nationality : Indian Languages : English, Hindi Passport Expiry: 18th Aug, 2024 UAE Visa : Residence Driving License : UAE

CUSTOMER SERVICE OPERATIONS | SALES & MARKETING SUPPORT SUMMARY

A 12 Yr 3 Mo experienced professional with specialized exposure to the Diabetes Care and Medical Laboratories as an Customer Service and Sales & Marketing Support. Strapping knowledge in Pre & After Sales Services with unobstructed & strategic Support through Distributed & Centralized Team set-up to internal and external (B2B & B2C) Customers & Campaigns . Team player with leadership skills and keenness to Challenge and Develop own & teams' capabilities, keeps on learning new products. Tech Savvy and quick learner in Call Center, CRM, ERP and LIS tools. A perfect demonstrator and trouble-shooter using scientific knowledge to satisfy the customers driving high attention to Customer Satisfaction and Product Qualities & Complaints.

COMPETENCY FORTE

Industrial Exposure - Medical Laboratories, Medical Devices(Diabetes Care), In-Vitro Fertility, Stem Cells Bank

Specialist in Distributed & Centralized Services and Campaigns. Passionate in Customer & Teams' Training, Product/CRM Demonstration,

Product Troubleshooting Vigilant in Complaint Resolution and reporting Product Quality Trained staff & implemented SOPs, FLIG, CAPA execution Cross-functional & active in Multidiscipline Advanced Bulk SMS, e-Mail Tools, Web-Marketing, Social Media, Data

Building, Analysis & Mining Excellent knowledge in Sales Cycle Monitoring - Generating Leads &

Converting Prospects, Preparing Quotes, Customer Engagement & Prompt Services, C-SAT

HR Skills - Recruiting, Managing, Motivating, Appraisal, Maintaining high discipline, Fair work distributor

Focused on Self and Team's Learning & Development Innovative suggestions to improve Customer Service Delivery & Operational

efficiency

CAREER SNAP SHOT AL BORG MEDICAL LABORATORIES, UAE Manager – Customer Care, Sales & Marketing Support Feb'15 - Present

ROCHE DIAGNOATICS, Mumbai (Diabetes Care) Manager – Customer Service Dec’10-Feb’14

RELIANCE LIFE SCIENCES, Mumbai Manager – Customer Care & Accessioning Jan’06 – Nov’10

JOHNSON & JOHNSON (LifeScan), Mumbai Team Leader - Customer Service May’04 – Dec’05

BHATIA BROTHERS (Retail & Trading), UAE Manager - Contact Center (Telesales & CRM) Apr'14-Feb'15

mailto:[email protected]

mailto:[email protected]

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AL BORG MEDICAL LABORATORIES, UAE Manager – Customer Care, Sales & Marketing Support, Feb'15 - Present Customer Care : • Manage the operations in Customer Care team, Receptionist, Logistic and Administration Units • Ensure smooth operations - communication flow on all Help-lines, Toll Free, emails, IVR prompts, Unified

Telephony and branch connectivity over IP technology • Manage and control the unresolved Complaints and Queries • Ensure timely updates through Customer Care on Patient Information, Critical Value, Rejection, Specimen on-

hold, Pending Services. Preparing Memos and circulating with Internal & External Customers • Research information of tests, methodologies, specimen requirement, prices in Quest Diagnostics and fulfill the

enquiries from Clients in UAE and the associate labs in Qatar and Oman • Coordinate with Corporate Associates for assisting Business Enquiries and assigning them to respective BDE • Train, Manage Shifts & Leaves, Monitor the KPIs, Services, Quality, Call Flow in Customer Care • Execute Customer Satisfaction Survey, take CAPA on the deviations

Sales & Marketing Support : • Administrative & Moderator role in Sales Cycle: Start-to-end support to BDEs and Customer Care Unit in Lead

Generation, Quote Preparation, Conversion, Contract Maintenance in CRM - Salesforce • Wherever needed guided BDEs to prepare Business Proposals & worked jointly to train and retain the customers • Handling Services to Corporate Clients, Maintain Patient Records, Data-mining & Telesales Activities • Calculating, Maintaining and Updating Retail, Basic & Standard Prices in CRM & LIS as per Contracts • Plan and lead the campaigns (outbound calling, bulk messaging, social media) • Support sales in Tender submission by preparing necessary documentation. • Engage in development of Marketing Promotional & Event materials with respect to the text and graphics • Participate in Marketing Events and Conferences and build Customer data • Analyzing trends of business flow through defined the MIS reports • Initiated Cycel Meetings, prepared Agenda, delivered presentation for responsible units. Training, Development & Document Control: • Trained Customers/Payers/Patients to use online portal to register, order and receive the reports • Induction and Orientation to new joiners in assigned business units • Training the BDEs on Salesforce modules, Customer Care on LIS (LabCare, LDM), General Health Programs • Administer Document Control through MedialabInc, Define, implement Policies, SOPs • Planning solution to Archive, Retrieve and Discard the Documents over specified norms • Maintain Customer Database, Contracts and Price(Retail, Lab, Walk-in) Lists of in-house and outsourced services General Responsibilities : • Regularly visiting all Lab locations(within UAE) to ensure smooth Front Office and Customer Care operations • Attend weekly Operational meetings with Quest Diagnostics, USA and Service Providers for staging & review. • Participate and represent in monthly general meetings, conferences, events • Budgeting for Customer Care, Document Control, Loyalty Program • HR Support - JD Creation, Job posting, Candidate Screening, Interviewing, Orientation for the respective units Achievements: • Started Toll Free in UAE & Implemented cost-saving one-stop solution for Communication - AVAYA IPOCC, IVR,

unified Telephony and VPN connectivity • Contributed in successful implementation of LIS & CRM through all branches in UAE • Optimizing the Logistics resources by using GPS tool for Sample Pick-up, report delivery

ROCHE DIAGNOATICS - DIABETES CARE (Accu-Chek), Mumbai – Dec’10-Feb’14 Manager – Customer Service (Centralized & Distributed set-up) Customer Service & Support • Ensured quality responses to Internal & External customers for Product Enquiries, Queries and Complaints

received from PAN India through trained CSEs, CSRs, Back Office & DNE staff

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• Ensure continuous Interaction with patients, HCPs, paramedical staff, pharmacist, technicians, research associates, etc.

• Meticulously monitored & controlled the Services & Complaint Resolution TAT through Calls, e-Mails and On-site Visits to Consumers, Retailers, Hospitals with high Customer Satisfaction

• Theoretically Educated customers on the need for SMBG in Diabetes Management • Delivered effective & customer friendly Pre-Sales & Post Sales Services of Self-Monitoring Blood Glucose (SMBG)

Device & related consumables to ensure First Call Resolution (FCR) thereby increasing the Service Efficiency & Quality

• Extensively maintained services to Key Accounts, Corporate and Government Clients, by providing Training & Services of the products placed with their staff. Served 72 districts under Government Tender

• Conducted Customer Satisfaction Surveys and shared responses within Business Units that facilitated strategic inputs to plan Customer Retention & Loyalty programs

Sales, e-Commerce & Marketing Support • Generated Leads & Converted Prospects to Customers from the opportunities landed at helplines, in Visits, e-

mails & web-site enquiries. Generated revenue through Service teams to support Sales Targets and Company Goals.

• Dexterously executed Marketing Campaigns, Promotional & Market Research Activities planned Consumes & Corporate Clients, Provided start-to-end support for e-Commerce Orders, maintaining the no. of orders, TAT, payment & refund checks, after delivery C-SAT Survey

• Proactively executed the bulk Promotional & Transactional communications through the SMS & E-Mails • Processed product testing & timely replacements to ensure the recurring business of consumables • Consolidated High Frequency User database of Customer & Products for strategy development • Represented in Cycle Meetings to update status of Customer Service Performance • Supported with bulk communications for CMEs, Conferences, Visitors’ enrolment & Products Demonstrations at

Stalls People Management & Call Center Technology • Spearheaded a team of 14 Customer Service Executives (CSEs) and 50 Field Service Staff (CSRs) and shouldered

the responsibility for PAN India Customer Service Operations • Defined and Monitored Team KPIs. Optimally utilized the staff by Shifts & Tasks allocation, Provides technical

guidance to employees • Monitored AHT, ACD Report Client & CRM Applications efficiently to manage the increased Interactions on

helplines, Call flow, Customer Registration in accordance with increasing business • Steered efforts towards ensuring start-to-end customer support for efficiently managing e-commerce orders • Managed the Back Office Staff for ensuring proper documentation, data entry and warranty registrations • Recruited staff to fill-up new/vacant position in Customer Service • Taken initiative to provide motivational support through employee welfare activities Product Quality & Support • Executed Product Survey directed by Global to provide feedback on Product Development and Quality • Identified & timely reported the Potential Critical Complaints (PCC) to the Global Complaint Handling Unit(CHU) • Initiated Corrective & Precautionary Actions (CAPA) by identifying potential critical/adverse complaints (PCC) and

ensured updates on product Quality and reported it to QM Unit • Comprehensively improved the team’s Global Trending score in CRM by implementing Data Quality and Data

Entry Standards in the APAC region • Significantly reduced the Product Replacements and improved replacement TAT for customer satisfaction Training & Administrative Support • Imparting trainings to the Service and Sales Team on Disease basics • Thorough training on Product USPs, Specification, Benefits, Demonstration, Troubleshooting • Trained on First Level Investigation Guide (FLIG), Trouble Shooting Guide (TSG), CRM Applications, SOPs • Provided Grooming, Telephone & Visit Etiquettes, Soft-Skills trainings • Administered Consumables Inventory required for product servicing by interacting with logistics & warehouse • Ensured provision of user friendly telephony hardware for the team

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• Identified, Screened & Appointment the vendors for document maintenance, marketing inputs required for teams. Managed non-stock material inventory & vendor payment through SAP

Achievements • Successfully obtained the Regional approval on Project ‘Outsourcing of Contact Centre’ to professional BPO. • Successfully managed training to Government staff in 72 districts, Delivered refresher training to CSEs & CSRs • Delivered Cost Effective, Efficient & Flexible solution to business through Outsourced Call Center that included

FTE Scale-up/Scale-down concept, Extended Service Access, highly flexible support for Market Research activities & Campaigns, Business Continuity and execution of Seasonal Projects

RELIANCE LIFE SCIENCES (Medical Laboratory, Stem Cells Banking & IVF), Mumbai Manager – Customer Care (Sales & Marketing Support & Services), Jan’06 – Nov’10

• B2C & B2B Support for : DISEASE & PND DIAGNOSTICS, STEM CELLS, IVF, IHC, CTB • Independently (SPOC) supported Domestic & International, Internal & External customers (Patients, HCPs,

Paramedical Staff, Corporate Clients, Labs & Field Staffs) • Addressed Enquiries, Queries & Complaints regarding Diagnostics Tests, Stem Cells Banking & Transplant services;

received through several modes of communication using Product Manual, Service Catalog, Technical Guides, Dummy Reports and with help of Medical Affair Team

• Successfully generated Leads & Sales from Calls received at Customer Service Desk • Instrumental in facilitating online counselling for patients or through Laboratory Head • Diligently ensured timely delivery of Biological Samples with Logistics • Facilitated close coordination with Sales & Marketing Team, Logistics & Distribution Offices, Accounts, Research &

Business Unit Heads and Business Associates to maintain high level of Service TAT & process implementation • Raised High Alert Flag for cautious samples and urgent requests for reports • Communicated the Service Delays, Cancellation, High alerts, Sample Quality updates to Collection Centers • Managed additional responsibility as an Accession officer in absence of Accession Officers • Registered the Service Requests (TRF) and updated sample status, Customer communications in CRM & DMS • Coordinated for Invoice, Payment Deposit, Logistics and Report Format Generation with respective departments • Provided User Specifications and performed UATs for development of the CRM • Assisted business commercially by counselling the walk-in customers & selling the wide range of Services • Developed and Implemented the SOPs • Imparted training to Domestic and International Sales staff, Accession Officer & Customer Service Executive. Also

managed online training to Collection Centers • Represented in International & National Audits (CAP, AABB, NABL) • Acknowledged as an 'Outstanding Performer' in 2008

JOHNSON & JOHNSON (LifeScan-OneTouch), Mumbai Team Leader - Customer Service, May’04 – Dec’05 • Diligently addressed inquiries & complaints regarding Product & Service, Availability, Technical Support & Services • Spearheaded a team of CSEs by monitoring Calls & CRM Registrations (Customer, Product & Interaction) and

mentored them in handling escalation of difficult calls • Assessed Adverse Event complaints and reported it to global Q.C. & Complaint Handling Units • Facilitated training on Telephone Etiquettes, Product Demonstration, Troubleshooting, CRM & SOPs • Proactively gathered customer feedback, data analysis & reports for Advertising & Marketing • Conceptualized Codes for Service & Product Registration in CRM, Selected as a ‘Primary User’ of CRM • Successfully organized Loyalty Programs, First Level Investigation & Product Replacement Activities • Effectively managed Service Executives’ TAT to visit customers • Essayed a stellar role in managing & improving the database in CRM by data cleansing activity Non-Healthcare Organizational Experience BHATIA BROTHERS (Retail & Trading), UAE Manager – Telesales & CRM (Hardware Engineering & Consumer), Apr’14 – Feb'15

Core : Monitor Telesales, CRM Coordinators. Support Web-marketing Team. Monthly review and meetings with BU Heads, CRM Implementation

Shailesh Patil_Resume

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