Open to opportunities

Pornima M

@pornimam

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Proactive client support specialist with 16+ years in healthcare operations.

India

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What I'm looking for

I am looking for a remote client-facing role that allows me to leverage my extensive experience in healthcare operations and CRM to enhance customer satisfaction and retention.

I am a proactive and client-focused healthcare professional with over 16 years of experience in B2B client support, CRM operations, and healthcare project management. My expertise lies in handling high-volume client interactions, solving complex issues, and managing operational escalations. I am known for my strong communication skills and cross-functional collaboration, which enable me to deliver seamless support experiences in fast-paced environments.

Currently, I am transitioning to a fully remote, client-facing support role where I can make a global impact. My recent role as Project Head at Ambix Healthcare LLP involved acting as the single point of contact for B2B stakeholders, optimizing service delivery, and leading retention strategies. I have also led teams in addressing customer escalations and enhancing response quality at BodyFirst Wellness Nutrition Pvt Ltd, where I focused on mitigating client churn risks through proactive service feedback analysis.

Experience

Work history, roles, and key accomplishments

Project Head – Client & Operations Lead

Ambix Healthcare LLP (U-VITA)

Apr 2024 - Feb 2025 (10 months)

Acted as the single point of contact for B2B stakeholders, resolving client issues and optimizing service delivery. Managed backend CRM system, structured customer journey flows, and led retention strategies pre-launch. Spearheaded interdepartmental problem-solving and onboarding of internal and external teams.

CRM Operations Service Delivery Customer Journey Mapping Stakeholder Management Onboarding Problem Solving

Senior Manager – Client Advocacy & CRM

BodyFirst Wellness Nutrition Pvt Ltd

Jul 2022 - Apr 2024 (1 year 9 months)

Led a team to address customer escalations and high-priority B2B inquiries through CRM, email, and phone. Identified and mitigated client churn risks by analyzing service feedback and resolving concerns proactively. Trained customer service teams to enhance response quality and retention through improved communication.

CRM Customer Escalation B2B Customer Training Communication Skills

Senior Nutritionist – Customer Resolution Lead

Guardian Healthcare Pvt Ltd (GNC India)

Jun 2018 - Jul 2022 (4 years 1 month)

Handled client complaints, VOC, and adverse event management with precision and professionalism. Improved customer satisfaction scores through empathetic and timely support. Liaised between operations and client teams to address real-time issues.

Adverse Events Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Dr. D.Y. Patil Vidyapeeth

MBA, Business Administration

Currently pursuing a Master of Business Administration, focusing on advanced business strategies and management principles. This ongoing education enhances skills in leadership, operations, and client relations.

SNDT University

B.H.Sc., Home Science

Completed a Bachelor of Home Science, gaining foundational knowledge in various aspects of home economics and related fields. This degree provided a comprehensive understanding of nutrition, family resource management, and community development.