Gaurang Joshi

Coordination and Team Development:

• Demonstrated proficiency in coordinating new collection centres or drive-throughs within allocated territories.
• Managed recruitment, conducted telephonic interviews, and coordinated candidate reference checks.
• Led the induction and training of new collection staff, including competency assessments to support mandatory training.
• Mentored junior team members, enhancing their professional development and team capabilities.
• Managed staff performance, conducted performance evaluations, and implemented necessary training or development plans.
• Resolved staff conflicts and fostered a cohesive work environment.
• Spearheaded community engagement initiatives, boosting brand visibility and promoting employee morale.

Operational Support and Quality Assurance:

• Reviewed and ensured compliance with quality standards at collection centres and drive-throughs.
• Conducted audits of collection centre and drive-through operations.
• Managed collection centre equipment and ensured regular maintenance checks.
• Oversaw safety protocols, ensuring a secure work environment.
• Monitored key performance indicators (KPIs) to identify and implement improvements.
• Conducted routine inspections to ensure compliance with established specifications.

Program Evaluation and Data Analysis:

• Designed and implemented evaluations to assess program effectiveness, collecting and analyzing data from various sources.
• Created and refined evaluation practices, tools, and templates.
• Conducted surveys, focus groups, and semi-structured interviews to gather both quantitative and qualitative data.
• Applied statistical analysis tools to interpret data, driving evidence-based decision-making.
• Presented evaluation findings to stakeholders, ensuring alignment with organizational goals.

Recruitment and Staff Management:

• Identified staffing needs and collaborated with area coordinators to initiate recruitment.
• Managed the recruitment process from candidate selection to contract dispatch.
• Coordinated onboarding and ensured new hires integrated effectively into the team.
• Led the development and execution of comprehensive training programs for staff.

Customer Service and Client Relations:

• Provided exemplary customer service through both telephonic and in-person interactions.
• Established and maintained productive relationships with clients for effective client management.
• Handled patient complaints and implemented corrective actions.
• Ensured customer satisfaction through prompt issue resolution.

Compliance and Accreditation:

• Ensured adherence to NATA accreditation standards and completed internal NATA audits.
• Reviewed and maintained collection work environments to comply with quality standards and operational policies.
• Managed departmental policies and procedures, ensuring compliance with company policies, regulations, and best practices.