Darshan Lohokare
Associate Director - Delivery
Cebu City,CEB
Summary
Seasoned professional with over 17 years of experience in Operations Management in Business Process Management Services.
Proven track record of successfully driving excellence across Healthcare, Media and Telecom processes.
Excellent client management skills resulting in stability and expansion of business.
Result driven, dedicated, people oriented and enterprising leader with documented track record of success in managing large teams spread across multiple and diverse geographies.
Overview
3
3
Languages
2
2
Certifications
13
13
years of professional experience
Work History
Associate Director - Delivery
Omega Healthcare Management Services Inc.
Cebu City, Cebu, Philippines
04.2017 - Current
- Responsible for managing Operations of entire site
- Heading operations for 6 Major US Healthcare Clients based out of Cebu and Manila, Philippines
- Overseeing performance and providing guidance to all support functions of the location
- Played a pivotal role in setting up and growth of the site
- Responsible for meeting key contractual deliverables
- Closely working on revenue forecasting and responsible for achievement of revenue and projected GM%
- Played significant role in implementation and driving of key processes in Workforce Management, Capacity Planning, Real Time Performance Management and Quality Improvement
- `Played key role in achievement of ISO (9001:2015), ISO (27001:2013) and SOC 1 Type 2 certifications of the location
Senior Manager - Operations
Tata Business Support Services Ltd.
Hyderabad, Andhra Pradesh, India
02.2016 - 03.2017
- Led Inbound and Back Office operations for one of the largest media account across Hyderabad, Chennai and Bellary. Responsible for P&L for South Zone
- Headed Operations for Elite Desk (Premium Customer Management) for entire India Operations
- Executed various projects to enhance efficiency and profitability
- Instrumental in improvement of retention and show rate, especially in Hyderabad and Chennai
Self
Entrepreneur
Pune, Maharashtra, India
01.2013 - 02.2015
- Headed Outbound Operations for one of the largest telecom providers
- Responsible for P&L
- Played a key role in improvement of MNP sales across various delivery centers
Senior Manager - Operations
Digicall Teleservices Pvt. Ltd.
Bangalore, Karnataka, India
05.2012 - 11.2012
- Oversaw operations for all the projects operating from the site
- Responsible for client management and growth of business
- Established Standard Operating Processes for various processes
- Worked closely with Operations Leaders across projects and ensured efficient operations
Senior Manager - Operations
Genisys Information Services Ltd.
Bangalore, Karnataka, India
08.2010 - 05.2012
- Led South India Operations for major telecom and media accounts
- Responsible for P&L of the accounts
- Worked closely with Managers and drove efficiencies successfully
- Initiated various key initiatives for achievement of key metrics
Manager - Operations
Intelenet Global Services Pvt. Ltd
Aurangabad, Maharashtra, India
02.2010 - 08.2010
- Led Inbound Operations - Prepaid for major telecom provider
- Responsible for meeting SLAs on daily/ monthly basis
- Developed productive, profitable and achievement-oriented work environment for the employees
- Established key governance initiatives
Team Manager - Operations
Tata Business Support Services Ltd.
Pune, Maharashtra, India
12.2006 - 02.2010
- Joined as Team Lead and moved up the ladder as Senior Team Lead and later Team Managed Profile
- Managed Inbound and Outbound Operations
- Led a team of over 100 customer service excutives
Education
Bachelor of Arts -
Mumbai Hindi University
High School Diploma -
IIFESSM
Skills
Operations Management
Certification
Six Sigma Black Belt
Timeline
Associate Director - Delivery
Omega Healthcare Management Services Inc.
04.2017 - Current
Senior Manager - Operations
Tata Business Support Services Ltd.
02.2016 - 03.2017
Self
Entrepreneur
01.2013 - 02.2015
Senior Manager - Operations
Digicall Teleservices Pvt. Ltd.
05.2012 - 11.2012
Senior Manager - Operations
Genisys Information Services Ltd.
08.2010 - 05.2012
Manager - Operations
Intelenet Global Services Pvt. Ltd
02.2010 - 08.2010
Team Manager - Operations
Tata Business Support Services Ltd.
12.2006 - 02.2010
High School Diploma -
IIFESSM
Bachelor of Arts -
Mumbai Hindi University
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