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Vikas Taneja

@vikastaneja

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Branch Manager at Gleuhr Wellness, growing branch revenue 31% and improving patient retention 35%.

India

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What I'm looking for

I'm seeking an Operations Manager, Senior Operations Manager, Business Operations Manager, Service Delivery Manager, Customer Experience Operations Manager, or Branch Operations Manager role.

At Gleuhr Wellness Pvt. Ltd., I lead end-to-end branch operations, including revenue performance, service delivery, and a team of healthcare professionals and administrative staff. I increased monthly branch revenue by 31%, improved patient retention by 35%, and reduced waiting time by 22%.

At Airbnb Global Capability Center, I provided operational oversight for global customer experience teams and supervised 20+ associates during leadership absences. I maintained 100% SLA adherence, improved quality audit scores by 18%, and developed executive KPI dashboards.

Experience

Work history, roles, and key accomplishments

Current

Branch Manager

Current

Gleuhr Wellness Pvt. Ltd.

Nov 2024 - Present (1 year 10 months)

Lead end-to-end branch operations with accountability for revenue, service delivery, compliance, and team productivity. Achieved 31% revenue growth, 35% retention improvement, and 22% reduction in waiting time.

Operations Management Revenue Management Team Leadership Customer Experience Process Improvement Vendor Management MIS Reporting KPI Management Compliance Healthcare Operations

Subject Matter Expert – Operations

Airbnb Global Capability Center

Jan 2018 - Jul 2024 (6 years 6 months)

Provided operational oversight and subject-matter expertise for global customer experience operations. Maintained 100% SLA adherence, improved quality scores by 18%, and led vendor governance with Teleperformance, Wipro, and Tech Mahindra.

Operations Management Customer Experience SLA Management KPI Dashboards Quality Assurance Vendor Management Escalation Management Data Analysis Process Improvement

Customer Service Executive & Assistant Team Leader

Admiral Solutions, EUI Ltd.

Jun 2016 - Jul 2017 (1 year 1 month)

Led and supported Customer Service Advisors handling UK motor insurance queries and policy servicing. Monitored team performance against CSAT, Quality, AHT, and SLA metrics and managed complex escalations with FCA compliance.

Customer Service Insurance Operations Team Leadership SLA Management Quality monitoring Escalation Management FCA Compliance Training

Team Leader – Sales Operations

TechVedic Technologies

Nov 2011 - Dec 2015 (4 years 1 month)

Led a 47-member Sales Operations team, managing daily sales operations, pipeline performance, and lead conversion. Achieved 110% of quarterly revenue targets, increased productivity by 20%, and reduced attrition by 15%.

Sales Operations Team Leadership Pipeline Management Revenue Growth KPI Management Data Analysis Process Improvement Customer Retention