Rahul Sharma

• Lead CRM strategy driving patient engagement, provider partnerships, and business growth across the organization. • Increased India team headcount by 60% to support rapid business expansion and operational scalability. • Successfully introduced three new lines of business, expanding revenue opportunities and strengthening market presence. • Expanded offshore capabilities by transitioning additional responsibilities from US operations to India, improving efficiency and bandwidth for US leadership teams. • Designed and implemented sales and service incentive programs to enhance performance, accountability, and employee engagement. • Established the organization's first structured employee promotion and recognition framework in India, improving retention and rewarding high performers. • Developed and standardized SOPs, process governance, and workflow enhancements, improving service consistency and operational effectiveness. • Partner with Sales, Operations, Clinical, and Executive Leadership teams to improve conversion, retention, and customer satisfaction metrics. • Develop KPI dashboards and performance governance frameworks to monitor patient satisfaction, engagement, retention, and operational excellence. • Successfully launched and operationalized Vohra's Delhi office while supporting and scaling Ahmedabad operations.

• Directed end-to-end service delivery operations with accountability for profitability, productivity, customer satisfaction, and operational performance. • Managed large cross-functional teams supporting healthcare and customer experience programs. • Improved SLA adherence and operational efficiency through robust performance governance frameworks. • Reduced customer grievances by 30% through process improvements, enhanced escalation management, and service quality initiatives. • Increased employee retention by 17% through focused engagement, recognition, and people development programs. • Implemented workforce optimization strategies to reduce shrinkage and improve productivity. • Led workforce planning, budgeting, resource optimization, and client relationship management. • Successfully managed and delivered operations for two key client accounts, consistently achieving performance and service objectives. • Partnered with senior leadership and clients to drive continuous improvement, operational excellence, and business growth.

• Led service excellence, quality improvement, and operational transformation initiatives across hospital operations. • Supported JCI and NABH accreditation readiness through process standardization, compliance monitoring, and governance frameworks. • Improved overall patient satisfaction scores by 4 points through focused patient experience and service recovery initiatives. • Designed and implemented streamlined discharge processes, reducing discharge turnaround times to 3 hours for cash patients and 7 hours for insurance patients. • Led workflow redesign and capacity optimization initiatives that significantly reduced OPD waiting times across Apollo Vanagram, Apollo Women's Hospital, and Apollo Children's Hospital. • Established performance measurement systems, KPI dashboards, and continuous improvement frameworks to enhance operational efficiency and service quality. • Collaborated with clinical and non-clinical departments to improve patient flow, throughput, and overall patient journey outcomes

• Built and managed operations across Singapore, Taiwan, Ho Chi Minh City & India. • Led 3 Managers, 9 TL’s + 700 Cabin Crew workforce supporting international airline clients. • Managed key airline accounts including: All Nippon Airways I Emirates I China Airlines I Jetstar Asia Airways • Strengthened client retention and expanded service contracts across Asia. • Designed recruitment and operational deployment models improving crew readiness and service standards.

• Managed luxury retail operations overseeing 30,000+ inventory articles. • Drove premium sales performance and customer loyalty initiatives. • Trained sales teams in brand-led service excellence and upselling strategies.

• Promoted to leadership role within 2 years. • Led multinational crews on long-haul international routes. • Managed VIP charters and inaugural route operations. • Delivered safety, regulatory, and service excellence compliance.

• Operated across B737 & ATR fleet ensuring passenger safety and service excellence. • Delivered commercial ground and inflight operational support.

Six Sigma Green Belt

Bench Six Sigma