Sravan Kumar

· Service Delivery for Healthcare IT: Manage service delivery operations for healthcare, Managing Team size of 500+ employees, IT solutions including electronic medical records (EMR), telehealth platforms, and healthcare information systems (HIS).

· Regulatory Compliance: Ensure adherence to healthcare regulations such as HIPAA (Health Insurance Portability and Accountability Act) to safeguard patient data privacy and security across all service delivery processes.

· Client Engagement: Build and maintain strong relationships with healthcare providers and organizations, understanding their unique requirements and providing tailored service delivery solutions.

· Project Implementation: Lead the implementation of healthcare technology solutions, coordinating with internal teams and external stakeholders to ensure successful deployment and integration.

· Service Quality Assurance:Establish and enforce service-level agreements (SLAs), monitor service performance against agreed metrics, and implement measures to improve service quality and customer satisfaction.

· Change Management: Manage changes in healthcare service delivery processes and technologies, ensuring minimal disruption to healthcare operations and patient care.

· Team Development: Coach and develop a team of healthcare IT professionals, providing guidance on industry best practices, regulatory compliance, and customer service excellence.

· Emergency Response and Continuity:Develop and implement contingency plans for emergency response and business continuity in healthcare service delivery, ensuring uninterrupted service availability.

• Handling a project size of 500+ employees with multiple locations, which has 5 different sub process and 20+ client; responsible for setting up mission and vision for employees; working towards improving customer experience / process efficiency through process re-engineering, transformation and digitization; work towards account growth; responsible to deliver key metrics and define action plans to mitigate any roadblocks; maintain regulatory compliance (self assessment, PCI Audit, ISO audit)

• I was responsible for transitioning 500+ seats process; i was responsible for entire employee journey from hire to retire; Owning the accountability for 400+ associates, 20 Team Leads, 20 Mentors and 20 Support Staff; Maintaining center metrics like Service Levels, Shrinkage, FTR, NPS, AHT; Providing strategic process improvement inputs (Operational excellence); Prepare and present performance over view to clients; Handle escalations with demonstrated Leadership skills; Create career path for employees by grooming and up skilling; Ensure adherence to the process deliverables; Review / audit transactions performed by team leads

• Client - one of the leading telecommunications provider in US; process - handling consumer and small business customers internet, activation, billing and payment related issues; i was given this role to handle process ramp up; i was responsible for employee 0 to 100 days journey; With the nesting team, we were able to challenged production team on there FCR & NPS scores; the second stint was transitioning an Australian Project

• I was responsible for 20 employees for there service delivery; i was driving metric the core contact center metric like NPS, AHT, FCR; Accountable for attrition and also accountable for people development

• Subject Matter Expert; Taking accountability for 20+ employees to up skill their skills and knowledge

• Provide L1 technical support for internet issues; Managed trouble tickets using various call-tracking systems and meeting accelerated deadlines and metrics; Resolved all escalated technical support calls on schedule

• I was doing sales for living, use to work for Australian process, selling internet and mobile phones, with tough sales target to survive