Ayush Tomar

Operations Manager

Health.gov • Vollzeit

Aug 2023 - Present • 3 yrs 1 mo

• Managed end-to-end healthcare operations across patient journey, service delivery, revenue performance and operational excellence, consistently achieving 95%+ of defined operational KPIs. • Drove business and revenue performance through improved operational efficiency, conversion and productivity, contributing to approximately 20% YoY revenue growth. • Improved patient experience by implementing structured escalation management and service-improvement initiatives, contributing to a 15+ point improvement in NPS. • Led and managed a team of 40+ employees, including manpower planning, performance management, coaching, training and productivity improvement. • Improved team productivity by approximately 18% through KPI-based performance tracking, process optimization and targeted coaching. • Reduced operational TAT by approximately 20% through process restructuring, workflow optimization and stronger cross-functional coordination. • Improved patient/lead conversion by approximately 12% through better follow-up processes, operational monitoring and identification of conversion gaps. • Reduced operational escalations by approximately 25% through root-cause analysis, process improvements and stronger stakeholder coordination. • Prepared and analysed daily, weekly and monthly MIS reports covering revenue, productivity, conversion, NPS, TAT and other operational KPIs. • Coordinated with 8+ cross-functional stakeholders/teams including clinical, sales, front-office, support and other business functions to ensure seamless patient journeys. • Implemented SOP and process-improvement initiatives that improved operational compliance and reduced recurring process gaps. • Managed critical patient and stakeholder escalations with focus on resolution TAT, service recovery and maintaining high standards of patient experience.

Team Leader

Blinkit • Vollzeit

Apr 2020 - Jan 2021 • 9 mos

Served as a Team Leader managing operational workflows and team performance within the quick commerce sector. Responsible for overseeing daily duties, ensuring task completion, and maintaining service standards during the operational shift.