Candidate

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First Name: Ricky
E-Mail Address: ricky.stallion@hotmail.com
Country: India
Phone: +9191677762865
Current Job Designation: Team Lead - Technical and Business Service Management (Strategic Account Managers)
Job Designation Applying For: Head / Manager - Customer Service/Operations
Total Years of Experience: 19
Copy your Resume / CV in this box: Ricky Sippy
+919167762865 ◇ ricky.stallion@hotmail.com ◇
2014, Garden View Apt, Royal Palms, Mayur Nagar, Aarey Road, Goregaon East, Mumbai, Maharashtra, 400065, India ◇
https://www.linkedin.com/in/ricky-sippy-b532298b/
SUMMARY
Dedicated and tactful customer service professional with extensive experience at exceeding customer expectations, finding
solutions and handling objections. Capable to lead a team, make decisions, prioritize, multi-task and manage a fast-paced
environment without sacrificing quality of work
EXPERIENCE
Team Lead - Technical and Business Service Management (Strategic Account Managers)
eClinicalWorks India PVT LTD
Nov '22 — Present
Mumbai, India
eClinicalWorks is a Massachusetts-based company that sells electronic medical record EMR, practice management and
personal health record software and services to healthcare providers Primary responsibilities:
Managed a team of 9 Strategic Account Managers to ensure adherence to SLAs and customer service goals
Helped practices with any questions and technical issues through working with assigned technical team members
Surveyed and identified weaknesses, followed close loop to ensure that satisfaction. references increase
Decreased executive level escalations from customers monitoring
Monitored project plans of requests made by clients
Monitored PSRs (Periodic Satisfaction Client surveys) and took actions on the results as per SLA
Monitored patient safety and regulatory cases to ensure that timely actions are taken
Monitored incidents and took appropriate actions to resolve
Maintained/increased recurring revenue from customers Customer Relationship:
Updated customers on the upcoming features in our software as well as stressed the importance and benefits in using the
existing features which resulted to decrease in workload from practice end and increase in health care from patients point
Helped with any deployments
Worked with clients to ensure they adopt more products and features as they come out
Educated customers in detail about the support structure at eCW and what to expect when contacting support and all
educational resources available for them Team Handling:
Conducted 1:1 meeting with SAMs every week identifying weaknesses in the team on product/process level and ensuring
SAMs undergo training including patient safety, compliance, and product including successful passage of associated
quizzes
Facilitated team meetings to disseminate important company policies, initiatives, and news/information
Responsible for communicating any deployment of high impact changes, process adjustments, and steps that need to be
followed
Customer Care Manager
Metropolis Healthcare
Apr '21 — Nov '22
Mumbai, India
Acted as a catalyst to improve all customer touch points to ensure smooth and seamless customer journey (Between the
call center, front line and lab@home services)
Tracked, measured and reported the pan India call center productivity and efficiency by ensuring whatever is committed
is delivered and staffs are well organized
Planned, implemented strategies and operations at the call center by providing leadership and direction to the entire
customer support department by helping team set and reach customer service goals
Ensured the customer support activities are seen to deliver measurable and significant value to the businesses
Played a mentorship role to key customer support personnel's by assisting in the execution of their duties upon request,
ensuring constant sharpening of their skills and grooming them for the occupation and position in the future
Evaluated performance with key metrics (accuracy, call-handling time etc.) and worked on areas of improvements with a
focus on raising quality for the services rendered aiming maximum efficiency and cost effectiveness by being organized,
reliable and result-driven professional approach
Ensured that the technology is utilized to the maximum
Prepared reports for different departments or upper management
Created a welcoming and motivating environment for employees by building relationships with staffs
Reviewed existing processes and initiated improvement programs based on customer feedback and by sharing best
innovative practices from different industries to enhance customer experience
Conducted / facilitated trainings to the call center advisors and team leaders based on the identified training needs
analysis (TNA's)
Constantly guided the team to achieve NPS scores
Made service recovery calls and provided end to end resolution thus strengthening relation
Customer Service Manager (CRM / Home Visits / Logistics)
iGenetic Diagnostics Pvt Ltd
Aug '20 — Apr '21
Mumbai, India
Handled entire Customer Service, Home Visits, Collection Centers Management Pan India level and eventually took over
Logistics along with the existing work
Organized/lifted processes and managed daily activities of CRM, Home Visit and Collection Centers with exceptional
leadership skills
Established front desk processes by setting up CRM call management functions and converted leads from various contact
sources i.e Digital leads, Direct calls on the toll-free numbers, emails and others
Created a robust KRA for the front desk/backend CRM, home visit/collection centers phlebotomist/CRM and controlled
reports TAT by adhering to the timelines and by timely correcting and preventing gaps
Allocated the phlebotomists for home visits by ensuring optimum utilization of resources i.e directly supported the sales
and operations team by considering post cut off leads and all knock off requests
Monitored, streamlined issues of the teams by providing extensive inhouse and external trainings and raised patient
satisfactions
Set up payment procedure by controlling entire conveyance, petty cash expenses and incentives at pan India level
Handled entire CRM, Home Visit department and Logistics, ensuring top services by fixing loopholes, elevating and
enhancing processes
Handled patient queries and solved critical customer escalations within defined TAT and ensure highest customer
pacification
Supervised and ensured proper payment reconciliations by setting up a log sheet for home visits and daily excel cash
sheet for centers
Tracked and minimized registration errors by sensitizing the teams at the root level and also extended the support to the
BMC teams for all Covid related queries and ensured timely Quantela reporting
Supported marketing initiatives by conducting camps at collection centers and various other locations
Streamlined existing processes and increased efficiency by bringing in new initiatives
Manager - Customer Experience
SABKA DENTIST
Dec '19 — May '20
Mumbai, India
Ideated, strategized and executed world class customer service processes for all the customers with strong project
management skills to drive cross functional projects with multiple stakeholders coupled with exceptional leadership skills
Monitored social media sentiment, solve critical customer escalations within defined TAT and ensure highest customer
pacification
Ensured smooth customer/patient experience journey and set improvement processes by analyzing root cause, process
gaps and correction/prevention
Streamlined existing process and increased efficiency by bringing in new initiatives globally
Recommended and prioritized initiatives that address the most relevant layers of promotion and detraction amongst
customers (both for functions as well as the regions)
Devised strategy to improve quality of customer service processes, gain cost advantage and drive innovation projects by
leading it independently to achieve targets in set timelines
Ensured timely execution of all initiatives/projects and prepare timely MIS reports
Present progress of initiatives, improvements in relevant internal forums and committees
Deputy Manager - Customer Service
Suburban Diagnostics India Pvt Ltd
Dec '16 — Dec '19
Mumbai, India
Assisted customers with both routine and complex problems of Level 1, and Level 2 by ensuring operations run smoothly
Monitored, maintained, shared, analyzed and evaluated NPS (physical forms and bit link SMS), CRM complaints, error
logs tracker and excel dashboards which helped us deliver improvised quality customer service on a weekly, monthly,
quarterly basis and work closely on increasing customer satisfaction
Finding Root Cause Analysis, taking Corrective and Preventive measures and mentored junior colleagues across the
organization by sharing case studies
Processed improvements by persistent internal customer service audits at all main centers
Successfully delivered pan India customer service vertical audits for NABL and CAP as per their required protocols
Worked as a key enabler in converting, retaining and delighting customers
Streamlined customer service department operations by introducing a series of training sessions on NPS, Customer
Service, CRM, Star Desk and Error logs across the organization
Customer Service Coordinator
Hinduja hospital and medical research centre
Dec '14 — Dec '16
Mumbai, India
Handled patient queries, complaints, and grievances ensuring customer satisfaction at all levels
VIP escorting, admission counseling
Managed pre-admission, post-discharge and privilege clinic calls

Supervised patient welfare in IPD, radiology department, lobby, and OPD
Involved in organizing camps, conferences, workshops, and seminars by helping in support group activities
Customer Service Associate
Aditya Birla Minacs Worldwide Ltd.
Apr '14 — Dec '14
Mumbai, India
Provided extra-ordinary quality resolutions and customer satisfaction to clients of IDEA (Indian mobile network provider)
including services, products, packs and upsell
Business Development Officer
Wegilant Net Solutions Pvt. Ltd. Mumbai, India
Accountable for sales of workshop services to small, medium and large size business
Negotiated with the HOD, executed the orders, maintained pre and post sales relations with existing clients and generated
new leads
Operations Manager
Al Noori Computers / IT King Computers
Dubai and Kuwait, United Arab Emirates
Responsible for managing store operations, sales and purchase of computer hardware products, imports, exports, and
customs clearance
Developed strategic plans, liaised and negotiated with senior traders of computer parts by marketing and offering different
products, brands as bundle deals which promoted and boosted sales
Maintained cordial customer relations and handled key corporate accounts
Managed customer service operations by rendering quality services; provided supreme customer support that led
enhancement and sustained the profitability of the business
Dealt and resolved customer grievances, issues with positive outcomes
Identified, interacted with team members and implemented strategies for team building
Handled RMA (Return Merchandise Authorization) at the ground level and ensured minimum loss for the organization
EDUCATION
Bachelor of Commerce in Accounting and Economics, Mumbai University (GPA: 52%)
Jun '03 — Oct '08
Mumbai, India
Studied first year Bachelor of Commerce from Vivek Vidyalaya College, Goregaon, Mumbai and the final two years from
University of Mumbai
SKILLS
Leadership Leadership and Accountability, Strategic Thinking, Key performance indicators (KPIs), Decision Making,
Service Level Agreements, Proactive, Self Starter, Pragmatic, Intrapersonal Skills, Interpersonal Skills
Customer Experience Customer Relationship Management (CRM), Customer Satisfaction, Customer Experience, Quality
, Quality Patient Care, Patient Relations, Patient Safety, Business Relationship Management, Office Administration
Business Management Communication, Customer Service, Effective listening and coaching, Business Process, Business
Development, Account Management, Business Strategy, Business Acumen
Analytical Problem solving with Analytical skills, Decision Making, Adaptability, Root Cause Analysis, Corrective And
Preventive Action (CAPA)
Management Exceptional time management, Team Management, Training
Operational Efficiency Operational Excellence, Microsoft Office, Purchase, Sales, Negotiation, Outsourcing, Vendor
Management, Marketing Strategies, Tally 6.3
Interests Travelling, Music, Cricket, Collecting different currencies
Languages English, Hindi and Marathi (Fluent - Speak, Read, Write), Sindhi and Arabic (Basic - Speak)
AWARDS
Quality Carnival
Aditya Birla Minacs Worldwide Limited
Dec '14
Quality Carnival for December'2014
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