Nirav Shailesh Shah

Vinod Achapath
Contact: (Landline) 0422 2433906 (Mobile) +91-9894034640 ~ E-Mail: [email protected]
Aspiring for senior managerial level career assignments in Operations Management / ITES /
KPO / Back Office Operations / Administration with a growth oriented organisation.
An astute professional with nearly 16 years of rich experience in Operations Management,
Process Management, Quality Analysis, Client Servicing & Team Management.
 Certified Green Belt in Six Sigma from ISI Bangalore.
 Currently associated with Nuance Transcription Services, Coimbatore as Operations
 Deftness in monitoring delivery of high-quality customer experience, elevating customer
satisfaction, while adhering to the SLAs and thus managing cost-effective operations.
 Distinction of being a Top performer as Team Manager for consistently One year in leading and
managing a team of healthcare professionals towards the organizational goals and meeting the
 Part of integral team involved in Performance improvement plan (PIP).
 Monitor process service delivery and ensure accomplishment of targets in adherence to
contractual obligations.
 Ensure adherence to standards, procedures and also identify risk mitigates wherever there is a
control issue.
 Partners with client on opportunities within existing service lines for growth.
 Implements corrective actions based on review, Monitors and controls billing losses, reduces
buffer in order to meet financial objectives.
 Ensure performance and efficiency of staff meet or exceeds expectation standards.
 Implement career development & succession plan for the team to ensure sustainable employee
engagement, career enhancement and positive motivation within the team.
 Work closely with the team and drive process improvements and reengineering using various
quality tools.
 Transition Coordination: Support transition team to finalize the process definition &
documentation, Resource planning .
 Identify knowledge gaps within the team and work with onshore team to address, resolve and
 Responsible to drive Customer and Employee Satisfaction for the team.
 Participates in specific internal and external audit / governance activities by adhering to the
governance models applicable at a process and team level.
 Proven ability in managing, planning and implementation of US clients as well as currently
managing 5 million lines / month of US healthcare business.
 Stellar at KPI implementation by working in coordination with shared services team.
 Proficient at managing & leading teams for running successful process operations & experience of
developing procedures, service standards for business excellence.
 Conduct Monthly One on Ones, performance appraisal reviews and share relevant feedback with
team members.
 Excellent interpersonal, communication and organizational skills with proven abilities in customer
service management, customer satisfaction enhancement, administration, counselling & good
presentation skills.
 Operations Management: Formulating operational goals and developing business plans for the
achievement of these goals as well as monitoring the successful implementation of the strategy.
Implementing strategies for building professional culture and team effectiveness to ensure flawless
working where individuals deliver excellence and quality.
 Client Servicing: Identifying improvement areas based on client feedbacks & implementing effective
measures to maximize customer satisfaction. Managing uniformity in the process understanding at
the client’s and the organization’s end. Ensuring continuous interaction with the customer to make
sure that area of concern can be worked upon for improved service levels.
 Team Management & Training: Imparting training to new team members and mentoring
subordinates by involving them in decision making processes. Identifying potential areas and
allocating work among the team members through regular assessments.
Since Nov’03 with Nuance Transcription Services, Coimbatore as Operations Manager / Senior
Team Manager
Notable Milestones
 Spearheaded Team Leads and team of Healthcare Professionals, thereby supporting them in
fulfilling the needs of the US clients across medical transcription industry.
 Coordinated with US clients for taking feedbacks, incorporating changes based on the feedback
received and enhancing customer satisfaction.
 Stellar at implementing new accounts/go-lives with manpower planning to meet the TAT and
quality standards from day one.
 Adhered to the quality standards and technical approach of the team members as per the company’s
strategies and ensured that the processes are delivered within the TAT and prescribed quality.
 Mapped a comprehensive task list and plans for inducting new members into the team for speedy
work performance.
 Distinction of being the Top performer as Team Manager for consistently one year.
 Holds the merit of being a part of integral team involved in Performance Improvement Plan.
 Ascertained implementation of KPI in coordination with shared services team.
May’01 – Oct’03 with RND Softech Ltd., Coimbatore as Quality Analyst
Notable Milestones
 Scrutinised the ongoing policies to enable delivering quality through robust quality education and
policies that are balanced.
 Ensured that the transcription reports adhere to standardized templates & clientage is at an
excellent & professional level.
 Maintained highest standards of clients’ services and offered preferences as per their satisfaction
while liaising with them.
 Supervised after timely uploading of transcribed files to the client within given time frame and
forwarded the confirmation mails to the client for the same.
 Developed relevant reports, entailing daily productivity & quality reports of every team member to
ensure quality standards.
 Evaluated the data and trends along with the team members and defined ways to improve the
performance of the team.
Jul’99 – Apr’01 with Apex Systems, New Delhi as Quality Analyst/Trainer
Notable Milestones
 Distinction of being a part of Elite Core Team, In-charge of clearing trials and ensured smooth
transition of trainees to the production floor.
 Mentored the Medical Language Specialist to assist them to achieve ‘Direct Send Privilege’.
 Imparted training to 2 batches of 20 trainees each into production.
Jun’96 – Jun’98 with Eli Lilly Ranbaxy as Territory Manager
 Was working in Eli Lily Ranbaxy as Territory Manager in Chennai.
 Underwent my training in Eli Lilly Head office in New Delhi for 2 months and was a topper.
 Worked in the generic drug division.
Diploma in Computer Application from APTECH, Coimbatore
B. Sc (Physics) from Calicut University, Kerala in 1996.
Green Belt certification in Six Sigma, ISI Bangalore, 2014.
4th April, 1975.
Flat # 408, C-Block, Nithya Enclave, Off MTP Road, Kavundampalayam,
Coimbatore – 641030, Tamil Nadu.
Linguistic Abilities: English, Hindi, Malayalam & Tamil.
Date of Birth: