Libu Philip
2/444, Mount Eden Road,Mount Eden,AUK
Summary
Proven leader at MANIPAL HOSPITALS, adept in operations management and quick decision-making, significantly enhancing customer care quality. Spearheaded initiatives for streamlined patient processes, achieving notable improvements in customer satisfaction. Excelled in staff training, fostering a culture of excellence and teamwork. Expert in leveraging feedback for strategic development, demonstrating a commitment to operational excellence and customer rapport.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Take Home Convenience Centre at Auckland Airport
04.2025 - Current
Deputy Manager-Patient Care
MANIPAL HOSPITALS
01.2015 - 12.2024
- Ensures clear focus on enhanced customer interaction at the counter
- Actively campaigns to solicit customer comments & suggestions for improving the quality of customer care
- Monitors and collates statistics of patient feedback forms and presents the analysis to the management team
- Recommends and draws up programs deemed necessary for the improvement of quality customer care
- Ensures that the customer appointment booking process functions smoothly
- Ensures that room allocation procedures and room Reservation System are in place
- Ensures that standards for handling patient visitors/patient attendees are being implemented
- Sets up systems and processes to handle heavy OPD flows to minimize /eliminate delays
- Develop and suggest ways to use database for marketing along with the Marketing Manager
- Develops standard operating procedures relating to corporate and VIP customers
- Actively contributes to the success of the health camps, clinics, and vaccination drives
- Streamlines the admission and discharge process together with the concerned department heads.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
- Organized meetings, events, conferences, workshops for staff members.
- Developed strategies for improving customer service standards within the organization.
- Maintained records of all operational activities for future reference.
- Nominated Brand Champ for Training & auditing staff knowledge on Brand Service Standards for two years.
Education
MBA - Business Administration
Mangalam College Engineering
Ettumanoor01.2012
B.Com - Accounting
Holy Cross College of Management and Technology
Puttady04.2009
Skills
- Quick decision-making abilities
- Task Delegation
- Performance Improvements
- Operations Management
- Staff Training and Development
- Customer rapport
Languages
English
Full Professional
Malayalam
Full Professional
Tamil
Full Professional
Kannada
Full Professional
Hindi
Professional Working
Additional Information
Work Rights
Residence Visa
Timeline
Customer Service Representative
Take Home Convenience Centre at Auckland Airport
04.2025 - Current
Deputy Manager-Patient Care
MANIPAL HOSPITALS
01.2015 - 12.2024
MBA - Business Administration
Mangalam College Engineering
B.Com - Accounting
Holy Cross College of Management and Technology
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