PAWAN P DHANORKAR

Mumbai, India
: +91 9820985139 | : [email protected]
Skype: pawan.dhanorkar | Best time to call: 9am to 8pm
Present Location: Mumbai I Marital Status: Single
Date Of Birth : 1st July

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

EXPERIENCE @ INDIA

Madyoasis Medical Services Pvt Ltd July 2021 – Till Date

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.
EXPERIENCE @ UK

Master Robert Hotel, London, UK Jun 2012 – Jul 2014

Assistant Front Office Manager
• Manage the front office operations and ensure high standards of guest satisfaction and continuous improvement
• Assist the Front Office Manager in preparing departmental objectives, work schedules, budgets, policies, and
procedures
• Monitor the performance of the front office staff, along with their appearance, maintenance standards
• Ensure regular and VIP guests are recognized under the hotel brand's loyalty scheme
• Oversee the sales and promotional activities of loyalty scheme
• Monitor the hotel occupancy at best possible rates, as well as up sell the hotel services and facilities
• Ensure customer safety by staying updated with all the fire and emergency procedures, including procedures
for handling of the fire panel
• Played the role of Duty Manager, if required
• Provide latest updates on products, services, prices and policies, as well as knowledge of the local market to the
team
• Develop and maintain good working relationships with the staff and the management
• Conduct monthly communication meetings and prepare MOM, in the absence of Front Office Manager
• Assisting the Front Office Manager with recruiting, managing, training and developing the Front Office team.
• Adhere to the policies and procedures of the company

EXPERIENCE @ INDIA

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.

Fine Feathers Management, Mumbai, India Dec 2007 – Jan 2009

Sales & Marketing Executive
• Generate new leads and convert them into sale for revenue generation
• Formulate and implement strategic marketing plans for the company
• Interact with the customers and provide detailed information on the product
• Build and manage customer relationships
• Coordinate with the management to set up the target
• Maintain and update the database of the customers
• Conduct market research on customer feedback and market gap

LANGUAGE SKILLS
• Fluent in English, Hindi and Marathi.

Regards
Pawan Dhanorkar