Open to opportunities

Shrabani Tewari

@shrabanitewari

Technical support specialist with 14+ years in healthcare support, delivering compliant resolutions across India and SAARC.

India

Message

What I'm looking for

I want a role where I can own technical and customer support outcomes within SLAs, ensure compliance, and use analytics/reporting tools to improve resolution quality, documentation, and customer experience across multi-country stakeholders.

I’m a healthcare technical support professional with 14+ years of experience delivering customer-focused solutions with strong compliance and resolution standards. I’m trusted to handle 10–20 technical cases daily, meeting TAT and KPI targets while providing clear service documentation and first-level troubleshooting for diagnostic devices.

In my current role, I serve as a primary technical support contact across India and SAARC (Sri Lanka, Bangladesh, Nepal, Pakistan, Bhutan, Maldives), managing multi-country queries within defined SLAs. I’ve also supported onboarding and training to accelerate product knowledge ramp-up, while adapting communication and documentation to navigate diverse regulatory environments.

Across prior customer and sales support work, I consistently met and exceeded customer service goals and quarterly sales performance metrics over 7+ years. I’ve driven continuous improvement through process and reporting enhancements—creating Zoho dashboards to bridge data reporting gaps, updating MIS and input/TAT reports, and identifying training needs via call audits.

Experience

Work history, roles, and key accomplishments

Current

Technical Troubleshooting Specialist

Current

Abbott Rapid Diagnostics

Jun 2024 - Present (2 years 1 month)

Provided technical support for Abbott rapid diagnostics across India and SAARC markets, serving as the primary technical contact and resolving 10–20 technical cases daily within SLAs/KPIs. Documented service delivery and supported regulatory compliance while training and onboarding new team members.

Customer Support Technical Troubleshooting Service Delivery SLA KPIs Power BI Zoho CRM Five9 MS Office Suite Regulatory Compliance Onboarding Quality Assurance Process Improvement Documentation

Sales Support – Senior Executive

TI Medical Pvt Ltd (Lotus Surgicals)

Sep 2023 - May 2024 (8 months)

Worked as a Sales Support senior executive handling distributor management and business development activities, including database building, legal/regulatory documentation, AR tracking, and tender processing. Supported lead identification via Volza and managed outreach and presentation/meeting documentation.

Distributor Management Business Development Database Building Legal Agreements Regulatory Documentation Lead Generation Sales Outreach Presentation Meeting Minutes

Sales Business Support Recognition

Audacious Health Care Pvt Ltd (Veera Health)

Mar 2023 - Sep 2023 (6 months)

Updated sales MIS reports and produced input metrics/TAT reports, conducted call audits, and raised lead inquiries while identifying training needs. Created Zoho dashboards and prepared patient success reports while maintaining sales records for finance.

Sales MIS Reporting TAT Reporting Lead Inquiries Training Needs Identification

Customer and Sales Support

Abbott Diagnostic Medical Pvt Ltd

Oct 2015 - Mar 2023 (7 years 5 months)

Provided customer and sales support over 7+ years, handling customer inquiries, complaints, and billing while training new employees. Managed and reported MIS to the corporate office and maintained accurate sales, inventory, and order documentation.

Customer Support Complaint Management Billing Inventory Management

Customer Care Executive

Info Drive India

Feb 2015 - Sep 2015 (7 months)

Responded to customer enquiries, processed invoices, and maintained monthly data dispatch records. Generated leads through dispatch activity, feedback calls, and survey calls.

Customer Support Invoicing Lead Generation Data Dispatch Records Survey Calls

Operations/CRM Executive

Helping Doc Pvt Ltd

Nov 2013 - Jan 2015 (1 year 2 months)

Supported prospective customers and helped patients/doctors while producing daily status reports. Managed operational/CRM activities to support day-to-day workflow.

Patient Support Status Reporting CRM Operations