SETHURAM PRASAD

OPERATION MANAGER

PERSONAL PROFILE

Operations executive with 10+ years of experience in

Healthcare with proven track record of leading high-
performance teams. Enthusiast in working with under-
CONTACT ME AT
performing & challenging teams to improve business
E7 - Telecom Quarters performance & providing business solutions.
Taylor's road
Kilpauk, CH -10

statistics17@gmail.com
WORK EXPERIENCE

https://www.linkedin.com/in/s Deputy Deliver Manager

ethuram-prasad-27b55693/
Access Healthcare | Nov 2014 - present
+91 - 9176083865

Group Co-ordinator
COMPETENCIES
Q-Way Technologies | March 2014 - Nov 2014

INTEGRITY PEOPLE AR Executive

Omega Healthcare | Oct 2011 - Mar 2014

HIGHLIGHTS

Increased revenue from $500K Pilot Project to $800K live

PROCESS
IMPROVEMENT
OPERATION
STRATEGY
project (Monthly) - Productivity Improvement.

BQM - Management - Q4 (75th Percentile) team shown

progress from 54% to 98% productivity.

Loyalty Award, 4 times R&R Award & Extra mile supervisor.

RISK COACHING
MANAGEMENT MENTORING
Resolved 10 Problematic situations with customers
resulted in 10% to 80% resolution rate.

Created program level SOPs for Ops , Worked on logics for

certain Tools which has impact on employee's quality of
work.
DATA BASED BQM
DECISION MANAGEMENT
Highest Internal Job growth of 10-13% every year w/
current Team.
WORK EXPERIENCE
DETAILED SUMMARY- MANAGEMENT LEVEL

Deputy Deliver Manager

Access Healthcare | Nov 2014 - present

Directly accountable for managing 100+FTE, 6 Team Leaders and 12 Subject matter experts (Transaction
billing)

Outstanding $17M, with $500K Transactions

Provide strategic direction/ Mentoring to leaders to improve delivery on agreed service level
agreements.

Compliance – Ensured regular stringent quality process reviews, meeting defined SLA’s

Ensure speedy resolution of customer queries & complaints

Laser@reallygreatsite
focused on Improving Production, AHT & Call Quality with higher standard resolution

Forecasting based on trends, inflow volume and other anticipated events

SCoach,
K I L L train
S S Uand
M Mmentor
A R Y direct subordinates and provide career development path

SteerProject Management
the team with regular business review with direct and step reportees

Train peers on Coach/Coachee Feedback module (Structured feedback mechanism)

Group Co-ordinator
Q-Way Technologies | March 2014 - Nov 2014
Handling individual Practice, Meeting client SLA’s & Monthly/ Yearly Collections

Handled 20 FTE collection based model

Prepare daily workloads & coordinating the daily allocation of work

Motivate and lead people to achieve the service levels and targets such as Call Quality, AHT, Schedule
Adherence, Process Knowledge& Absenteeism

Business development - Fixing appointments with US - Providers for additional business

EDUCATIONAL HISTORY

Annamalai University
BA - English Lit.