Resume..

PAWAN P DHANORKAR
: +91 9820985139 |
:
pawan.dhanorkar@yahoo.com
Present Location: Mumbai I Marital Status: Single
Date Of Birth: 1st July 1986
Seeking challenging assignments to enhance the horizon of knowledge and work in a team environment to carve
out niche.
SUMMARY
 Accomplished and dynamic professional with 9 years of experience in to service industry, managing overall
operations, customer servicing and retention and sales & marketing.
 Highly motivated, dependable and demonstrates professionalism in handling various functions.
 Proven people management skills, with the ability to manage performance and motivate staff on an
individual and team level.
 Experienced in coordinating the activities of various departments.
 Recognized for establishing and maintaining effective working relationships across cross-functional
teams and building strategic relationships with clients.
 Expertise in identifying cross-selling opportunities, developing relationships and increasing client acquisition.
 Proud team member of London Olympics 2012.
EDUCATION
 Master of Business Administration | University of Lincoln, United Kingdom (2012)
 Bachelor of Hotel Management | Alagappa University, Mumbai, India (2007)
EXPERTISE
 Customer Service  Operations
 Public Relations  Relationship Management
 Sales & Marketing  Team Management
Metropolis Healthcare Feb 2023 – till Date

Head – Home Visit
 Handling Home Visit for Region for Sample Collection Process.

 Adherence to SOP Guidelines of MHL on Sample Collection Process
 Acts to facilitate cost control in scheduling home visits according to geographic location.
 Revenue Generation from Home Visit Through Upselling.
 100% Payment collections by any mode on all the JOB Assigned in Home Collection.
 Ensuring Quality Scores are maintained as per the national standards.
 Customer Score [NPS] to be Above 90%+.
 SLA for Complaint Resolution within TAT [4 Hours].
 Team Engagement: 100% LMS Training & Monthly Certification & refresher training.
 Employee & Team Attrition to not exceed the target.
 Partner Management for new hiring & stock.
 Managing a total team size of 128 phlebos, 7 backend and 5 TLs.
 Identifying the New Locations on Home Visits across the Region.
Madyoasis Medical Services Pvt Ltd July 2021 – Jan 2022
Operations Manager
 Developing Pan India business for multiple verticals.

 Responsible for expanding lab and Hospital network in Pan India.
 Looking after clinic operations and growth with people management.
 Developing a solid and trusting relationship between major key clients.
 Resolving client issues and complaints.
 Analyzing monthly data to improve productivity.
 Interacting with corporate clients with regards to report TAT, service and availability of appointments.
 Working on new projects with senior management for proper execution.
 Creating work-flow for internal staff and process flow for clients.
 Budgeting with manpower planning and cost control.
 Onboarding new OHC’s and overlooking operations for smooth execution.
 Onboarding new Corporates, TPA’s for PPMC, AHC and Pre-Emp checkups.
 Planning new activities and marketing drives for increased visibility.
 Working on SAAS product for better digital presence in the market.
 Preparing week, monthly quarterly reports to keep a track of performance.
 Presenting new and ongoing project reports to senior management.
 Working on Excel, Google Sheet to investigate numbers for better decision making.
PharmEasy April 2019 – July 2021

Key Accounts Manager
 Developing a solid and trusting relationship between major key clients.

 Improving our SAAS by constant feedbacks from clients.
 Resolving client issues and complaints.
 Managing communications between key clients and internal teams.
 Managing accounts assigned to each client.
 Strategic planning to improve client results.
 Collaborating with sales team to maximize profit by up-selling or cross-selling.
 Meeting all client needs and deliverables according to proposed timelines.
Expanding relationships and bringing in new clients.
 Analyzing client data to provide customer relationship management.
 Working on periscope to analysis department wise data.
SUBURBAN DIAGNOSTICS, JB NAGAR April 2017 – March 2019

Centre Manager
 Accountable & responsible for all the activities.

 Customer Oriented & Proactive while interacting with customers.
 Ensuring accurate information dissemination via all center staff to minimize errors, promote services and
increase business revenue.
 Managing multiple locations in terms of improving business and service.
 Interacting with corporate clients with regards to report TAT, service and availability of appointments.
 Organizing society and corporate camps in monthly planning.
 Appreciation sections and interaction on monthly bases with staff to understand any negative/positive
feedback.
 Monthly monitoring on expenses incurred and effects on P&L.
 Achieving monthly targets of in-centre activities. (Package Up-selling, Providing info on new services).
 Review monthly performance with team (NPS Score, Package count, escalations, customer feedback's).
HEALTHSPRNG, Ghatkopar May 2016 – April 2017
Centre Manager
 Closely monitoring of petty cash expenses.

 Managing inventory usage and re-ordering at the Center effectively.
 Enhancing the effective utilization of Information Technology with regards to the software used in the Center
with an aim to enhance productivity and service quality of the Center.
 Constantly monitor the level of service quality at the center and devise strategy to improve any shortfalls.
 Plan and direct work of staff by assisting in establishing goals, performance standards, and objectives of
each of the functions of the Center.
 Taking review of their functioning, counseling and carry out, motivational activities as required.
 Ensuring effective implementation of various sales and marketing initiatives at the center.
 Constantly explore and develop new avenues for revenue generation and growth.
 Closely guide and monitor in selling efforts of the sales/marketing staff in the center.
 Managing monthly Centre staff (Doctors, Technicians, Assistants, Nurse etc.) roster and attendance.
Robin-Hood Insurance Broker, Mumbai, India Feb 2009 – Aug 2010

Relationship Manager – Direct Sales
 Conduct research on insurance policies of the competitors and submit the report to the management
 Ensure accurate reporting of insurance sales, as well as monitor the lead generation and up-selling of new
products on a daily basis
 Improve the sales performance by delivering an exceptional customer experience and people management
 Achieve the assigned targets on a monthly basis
 Increase motor insurance sales by offering motor insurance solutions to the Corporate, Fleet Holders and
Rent A Car Companies
 Interact with the clients address and solve their issues to provide better services.
 Prepare quotations for new and renewal business.
 Impart training to the agents on new products.
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LANGUAGE SKILLS
 Fluent in English, Hindi and Marathi.
Regards
Pawan Dhanorkar

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PAWAN P DHANORKAR

Metropolis Healthcare Feb 2023 – till Date

 Handling Home Visit for Region for Sample Collection Process.

 Developing Pan India business for multiple verticals.

PharmEasy April 2019 – July 2021

 Developing a solid and trusting relationship between major key clients.

SUBURBAN DIAGNOSTICS, JB NAGAR April 2017 – March 2019

 Accountable & responsible for all the activities.

 Closely monitoring of petty cash expenses.

Robin-Hood Insurance Broker, Mumbai, India Feb 2009 – Aug 2010

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