Tushar Survase
San Diego,CA
Summary
Detail-oriented and highly motivated healthcare analytics professional with a strong foundation in data analysis, statistical modeling, and operations. Seeking opportunities to leverage my analytical skills and domain expertise to drive data-driven insights and improvements in healthcare delivery, patient outcomes, and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Technology Student Assistant
Alliant International University
San Diego, CA
08.2023 - Current
- The responsibility of this position is to provide administrative and technical support to our students, faculty, and staff.
Contact Center Deputy Manager
Wipro Digital Operations & Platforms
Mumbai, India, and Philippines
01.2018 - 02.2022
- Developed quality employees internally to take over leadership positions
- Established and oversaw performance targets for call center associates
- Managed huge team of employees for United Airlines center for Reservations, Ticketing and Customer Service
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Closely worked with internal departments like Human resources, IT, Work Force, Facility, Risk Management, Security etc., to ensure immediate solutions to problems and maintain a smooth and safe work environment
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
- Established relationships and touch points with clients to promote retention
- Determined quality assurance benchmarks and set standards for improvement
- Saved USD 90,000 penalty amount by leading average handling time reduction project to improve process gaps, automation needs and training enhancements
- Interacted well with customers to build connections and nurture relationships
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Directed strategic workforce planning, performance management, and benefits administration
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager
Wipro Singapore Airlines
Cebu, Philippines
06.2015 - 12.2017
- Worked as transition manager to setup operations in Philippines for 275 employees
- Developed loyal and highly satisfied customer base through proactive management
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Team Leader
Wipro Singapore Airlines
Mumbai, India
01.2013 - 05.2015
- Mentored and guided employees to foster proper completion of assigned duties
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Quality Analyst
Wipro - Singapore Airlines
Mumbai, India
01.2011 - 11.2012
- Developed monthly, end-of-quarter, and other statistical reports for leadership team and quality improvement programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or product deficiencies
- Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples
- Developed and maintained quality assurance procedure documentation.
Level 2 Supervisor
Wipro - Singapore Airlines
Mumbai, India
01.2010 - 12.2011
- Managed the customer escalation desk
- Worked with Singapore Airlines customers to understand needs and provide excellent services.
Education
Master of Science in Health Analytics -
Alliant International University
San Diego, CA03.2024
C-Post Graduation Diploma in Business Administration: Operations Management -
Symbiosis Institute
Bachelor of Commerce -
University of Mumbai
IATA Foundation Certification -
IATA Training & Development Institute
Skills
- Operating Systems: Windows, Mac
- Hardware: Desktops, laptops, printers, mobile devices
- Basic troubleshooting
- Learning Python, Databases Designs, SQL, Tableau, SSPS
- Performance Improvements
- Employee Engagement
- Quality Controls
- Coaching and Mentoring
- Staff training/Development
- Decision-Making Capabilities
- Operations Management
- Microsoft Office Expertise
- Customer Relations
- Project Management Abilities
- Business Development Understanding
- Data Visualization
- Trend Analysis
- BI Tools Expertise
- Dashboard Creation
- Data Analysis
- Business Analysis
Certification
- Six Sigma Green Belt Certification
- Lean Certification
- Agile Project Management
- Foundations of Business Intelligence
- Introduction to Tableau
- Data Visualization with Tableau
Accomplishments
- Transition of Singapore Airlines Southwest Pacific contact center operations from Mumbai, India to Philippines
- Won the Singapore Airlines CEO award under individual merit category for extra ordinary customer service.
- Employee of the year - Awarded a sponsored 4 days trip to Singapore along with client location and product familiarization experience
- Wipro Excellence award for smooth operations and transition management
- Received accolades from Wipro Senior management including Wipro CEO, SVP, VP's for achieving the CEO (Singapore Airlines) most coveted award which is presented personally by Singapore Airlines CEO.
Languages
English
Professional
Hindi
Professional
Marathi
Professional
Affiliations
- Cooking
- Sports
- Music
Volunteering
1 International Student Ambassador - Alliant International University-San Diego Campus -The Alliant International Student Ambassador Program is a leadership program dedicated to students that strive for excellence and engagement in their professional and personal lives. Through this program, students have the opportunity to represent and advocate Alliant’s mission and program information to prospective students, their families, and the community.
2 Volunteer at UC San Diego Health
Volunteers support medical personnel and other staff to help make our patients' stay more comfortable. This may include helping staff with patients, transporting and escorting patients in wheelchairs, and running errands to the pharmacy, labs and other areas.
Other roles include administrative support, greeting patients and families, providing emotional or spiritual support to patients and families, cuddling newborns and more
References
References available upon request.
Timeline
Information Technology Student Assistant
Alliant International University
08.2023 - Current
Contact Center Deputy Manager
Wipro Digital Operations & Platforms
01.2018 - 02.2022
Assistant Manager
Wipro Singapore Airlines
06.2015 - 12.2017
Team Leader
Wipro Singapore Airlines
01.2013 - 05.2015
Quality Analyst
Wipro - Singapore Airlines
01.2011 - 11.2012
Level 2 Supervisor
Wipro - Singapore Airlines
01.2010 - 12.2011
Master of Science in Health Analytics -
Alliant International University
C-Post Graduation Diploma in Business Administration: Operations Management -
Symbiosis Institute
Bachelor of Commerce -
University of Mumbai
IATA Foundation Certification -
IATA Training & Development Institute
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