United States
I spent six years as a Foreign-Trained Physiotherapist, navigating the complexities of Neuro, Ortho, and Cardiac rehab. Across 16,000+ patient interactions, I didn't just see symptoms; I saw the friction in the healthcare journey. I realized that while a clinician can help one person at a time, a well-optimized system can help millions.This realization drove my transition into ๐๐ฒ๐ฎ๐น๐๐ต๐ฐ๐ฎ๐ฟ๐ฒ ๐ข๐ฝ๐ฒ๐ฟ๐ฎ๐๐ถ๐ผ๐ป๐ ๐ฎ๐ป๐ฑ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐, where I now apply clinical precision to business growth. ๐ ๐ง๐ต๐ฒ ๐๐น๐ฒ๐๐ต๐ฎ ๐๐ฒ๐ฎ๐น๐๐ต ๐ง๐๐ฟ๐ป๐ฎ๐ฟ๐ผ๐๐ป๐ฑ In my recent tenure, I led the Customer Success process building, along side with educational content creation to launch into the Indian market and beginning with B2b Initiatives. My mission was to take a fragmented support system and turn it into a high-performance engine. ๐๐๐ ๐๐ง๐ค๐๐ก๐๐ข: Response times exceeding 24 hours and a lack of structured user data. ๐๐๐ ๐๐ค๐ก๐ช๐ฉ๐๐ค๐ฃ: I audited the existing journey and rebuilt the entire support workflow within Freshworks. ๐๐๐ ๐๐๐จ๐ช๐ก๐ฉ: Reduced average response time from 24 hours to under 16 minutesโa 98% efficiency gain that directly correlated with increased user trust and product adoption. ๐ค ๐๐๐๐๐ฟ๐ฒ-๐ฃ๐ฟ๐ผ๐ผ๐ณ๐ถ๐ป๐ด ๐๐ฒ๐ฎ๐น๐๐ต๐ฐ๐ฎ๐ฟ๐ฒ ๐๐ถ๐๐ต ๐๐I believe the next frontier of healthcare isn't just better tools, but smarter workflows build for healthcare. Having completed 7 Google AI Certifications, I specialize in integrating Generative AI and automation into CX and Ops. I donโt just use tech; I build the logic that makes tech work for the human on the other side of the screen. ๐ก ๐ช๐ต๐ฎ๐ ๐ ๐๐ฟ๐ถ๐ป๐ด ๐๐ผ ๐๐ต๐ฒ ๐ง๐ฎ๐ฏ๐น๐ฒ: - ๐พ๐ก๐๐ฃ๐๐๐๐ก ๐๐ข๐ฅ๐๐ฉ๐๐ฎ ๐๐ฉ ๐๐๐๐ก๐: Understanding "Patient Persona" better than any traditional MBA. I know their pain points, language, and their barriers to adherence. - ๐๐ฅ๐๐ง๐๐ฉ๐๐ค๐ฃ๐๐ก ๐๐ญ๐๐๐ก๐ก๐๐ฃ๐๐: Expertise in CRM management (Freshworks, Zoho, Richpanel), workflow automation, and market entry strategy. - ๐ฟ๐๐ฉ๐-๐ฟ๐ง๐๐ซ๐๐ฃ ๐ฟ๐๐๐๐จ๐๐ค๐ฃ ๐๐๐ ๐๐ฃ๐: Whether itโs managing a caseload of thousands or a support ticket volume of tens of thousands, I prioritize based on ROI and outcomes. ๐ซ ๐๐ฒ๐โ๐ ๐๐ผ๐ป๐ป๐ฒ๐ฐ๐:I am currently looking for my next challenge within HealthTech, SaaS Operations, Clinical Ops or Strategic Customer Success. If you are building a product that aims to bridge the gap between clinical expertise and operational efficiency, letโs talk.
๐ Led customer success & clinical operations in a global digital health setup, working at the intersection of healthcare, product and strategy. โ ๐ฏ Owned end-to-end customer lifecycle for B2B and healthcare clients โ onboarding, engagement, escalations and retention, acting as the senior escalation point for complex clinical/workflow issues. โ โ๏ธ Translated customer insights and clinical feedback into structured process improvements and automations, reducing average response time from 24+ hours to under 16 minutes and improving first response time from 8โ10 hours to 3โ5 minutes. โ ๐ Helped maintain CSAT at 4.5+ while tracking team KPIs and presenting weekly reports with root-cause analysis on escalations, trends, risks and improvement opportunities. โ ๐ฃ Collaborated with marketing to review social media and email calendars; contributed educational content on Aletha devices and virtual rehab for Instagram, Facebook and YouTube. โ ๐ค Spearheaded research and rollout of an AI-enabled support CRM, designing standardized onboarding, support and escalation frameworks to enable scalable operations. โ ๐ค Worked closely with product, ops, marketing and leadership across time zones, delivering demos and driving adoption among clinical and non-clinical users. โ ๐ฉโโ๏ธ Served as Deputy Lead for the physiotherapy team, mentoring clinicians and upholding quality governance across virtual rehabilitation services. โ ๐ Recognized for strong ownership and cross-functional collaboration while balancing clinical integrity with operational, commercial and brand-impact goals in a fast-paced, scaling digital health environment.
๐ฅ๐ Promoting patient health via physical therapy ๐ง ๐ฆต Specializing in neuro, sports, & orthopedic care โค๏ธ๐โโ๏ธ Treating heart, Parkinson's, Orthopedic, Stoke patients ๐ถโโ๏ธ Improving posture & mobility for athletes ๐ค Assisting with complex cases for independent mobility ๐ Assessing patient health through interviews & exams
๐ Conducting fitness assessments & screenings ๐ Identifying musculoskeletal limitations ๐ Developing personalized exercise plans ๐ฉโ๐ซ Guiding clients with proper form & technique ๐๏ธโโ๏ธ Maximizing workout effectiveness ๐ฉบ Incorporating therapeutic exercises ๐จโโ๏ธ Promoting rehabilitation & recovery ๐ Educating on injury prevention ๐คธโโ๏ธ Teaching proper body mechanics ๐ Offering exercise modifications for safety & long-term gains
๐ซ Managed tickets - 2824. ๐ Ticket connectivity rate - 75-80%. ๐ Call hour score: 100-120%, Total: 190.46 hours, Averaging: 1.2-1.5Hrs Key Responsibilities: ๐ Exceeded Customer Expectations: Provided personalized solutions. ๐ฌ Interpersonal Communication: Built rapport effectively. ๐ Quality Auditing: Ensured company standards for Services, Product. ๐ผ Customer-centric Approach: Prioritized customer success. ๐ ๏ธ Resolved Issues: Proactively identified and resolved. ๐ CRM Management: Maintained records using Freshdesk. ๐ Enhanced Customer Experience: Improved through real-time assistance and maintaining CTAT