Dilna Divakaran
HR & OPERATIONS
DUBAI
Summary
Offering my candidature for a role in HR/ Operations/Patient relations / Customer Service, I assure you that I will only be honest to deliver my duties and obligations to bring in results to the organization. I would request you to kindly give me an opportunity to meet with you and present my capabilities. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Manager –HR& Operations
Vasan Eye Multispecilaity DSC
Dubai
05.2016 - 06.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with patients and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Patient Care Counselor
Vasan Eye Mutlispeciality
Dubai
09.2018 - 06.2024
- Expedited referrals to specialty services when necessary, ensuring continuity of care and timeliness for patients with urgent needs.
- Improved patient satisfaction by providing empathetic and attentive care during their appointments.
- Enhanced patient understanding of treatment plans by explaining medical procedures and answering questions thoroughly.
- Collaborated with interdisciplinary teams to provide comprehensive care for patients with complex medical issues, resulting in better overall health management.
- Streamlined administrative processes for handling medical records, contributing to an organized and efficient office environment.
- Reduced appointment wait times by efficiently managing schedules and coordinating with other healthcare professionals.
- Assisted in the development of targeted care plans for patients with chronic conditions, leading to improved health outcomes.
- Increased patient adherence to treatment recommendations through clear explanations of potential benefits and risks involved in various options.
- Facilitated timely communication between patients and healthcare providers, ensuring accurate information exchange and prompt resolution of concerns.
- Developed strong rapport with patients and families through excellent interpersonal skills, fostering trust in the healthcare team''s abilities.
- Optimized appointment scheduling strategies for maximum efficiency while minimizing disruptions to both staff and patients alike.
- Contributed to a positive clinic environment by maintaining a professional demeanor and prioritizing patient needs above all else.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Delivered support to medical staff in completion of patient paperwork.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Assistant Manager Sales & Marketing & Customer Relations
Mir Builders and Developers Pvt Ltd.
- The company is a mid-sized master developer based in South India with major projects in North & Central Kerala
- Post completion of my Masters in Business Administration, I was recruited during the Campus talent search and given a role in Customer care and business analytics
- Eventually the Executive Management found me to have the required calibre for being a front end lead Sales person and promoted me to handle sales and marketing function in the northern Kerala market
- The followings functions were handled by me during my tenure at work here; Admin & Coordination Functions: Create file for the customers and update it periodically with progress, payments made, copy of receipts and copy of correspondence
- Coordinate with legal department with regard to agreements
- Assist customers in obtaining bank loan
- Intimate work progress at the site and frequent interaction with the client
- Follow up of the payments and ensure collection of the same
- Coordinate with accounts departments with regard to collection and payments
- Reply to all queries and correspondence from customers to their satisfaction
- Accompany customers for site visits and act as one point contact between customers and projects department
- Visit site periodically to know about the work progress
- Liaison with projects department where alterations are necessary
- Resolve customer’s complaints
- Processing of Home Loan for the client and coordination with the banks
- Sales & Marketing Functions: Assisting in direct Sales, lead generation and meeting with customers to close the sale
- Coordinate marketing activities with head office for promotions and launch of new projects
- Training and orientation of downline sales and support staff
- Ensuring speedy resolution of queries & concerns to maximize customer satisfaction
- Dealing with enquires received through website, telephonic enquiries, references, exhibitions
- Negotiation of Rate per SFT at the time of closure
- Provide Market intelligence report.
Education
MBA - HR & MARKETING
DEPARTMENT OF MANAGEMENT STUDIES
KANNUR 04.2001 -
BBA - BUSINESS MANAGEMENT
CHINMAYA ARTS AND SCIENCE COLLEGE
KANNUR 04.2001 -
Skills
Team Leadership
Performance Management
Time Management
Staff Development
Workforce Management
Customer Relationship Management (CRM)
Performance Evaluations
Key Performance Indicators
Multitasking
Professional Highlights
- Vasan Eye Multispecilaity DSC, 05/07/16 - Present, Manager –HR& Operations
- Mir Builders and Developers Pvt Ltd., 11/04/09 - 09/23/15, Assistant Manager Sales & Marketing & Customer Relations
Academic Pursuit
- MBA –Human Resource& Marketing, Kannur University Campus, Palayad, 2009
- BBA - Marketing, Kannur University, 2007
Achievements And Accolades
- Member of Organizing Committee for ICE 2009 and Brand Quest 2009
- University Lawn Tennis Player
- Participated in International Conference on the topic “Globalization, Development, Public Policy and Management: Emerging Issues” conducted at Kairali Heritage
- Participated in several management fests conducted across the State. Won Second Place for HR game for Stimulus 2009
Personal Information
- Passport Number: U2232297
- Father's Name: P.K Divakaran
- Date of Birth: 09/12/86
- Nationality: Indian
- Marital Status: Single
- Visa Status: Residence
References
Will be provided upon request
Timeline
Patient Care Counselor
Vasan Eye Mutlispeciality
09.2018 - 06.2024
Manager –HR& Operations
Vasan Eye Multispecilaity DSC
05.2016 - 06.2024
MBA - HR & MARKETING
DEPARTMENT OF MANAGEMENT STUDIES
04.2001 -
BBA - BUSINESS MANAGEMENT
CHINMAYA ARTS AND SCIENCE COLLEGE
04.2001 -
Assistant Manager Sales & Marketing & Customer Relations
Mir Builders and Developers Pvt Ltd.