RAFEEQ BASHA .S
Mail id – Rafeeq5757@gmail.com
Mobile - 9986784391
Professional Profile
Operations Manager, with 8+ years of experience in the ITES industry, presently working with
Omega Healthcare Management Services Pvt. Ltd A results-oriented business professional with
proven expertise in strategic planning, managing projects, improving efficiency of operations, and team
building. I have excelled in managing clients, collaborating with teams, and interfacing with clients and
management to implement standards and systems that optimize productivity and bottom line. Areas of
expertise include:
• Project Management
• People management
• Streamlining Operations
• Resource Utilization analysis
• Skilled negotiator
• Financial planning
• Information management
Experience Summary and Accomplishments
• Achieved high degree of customer satisfaction by connecting with customer; helped production
attain targets and ensured success with demanding clients, thus bringing in more business from
the clients.
• Successful in creating and implementing strategic plans, setting and working within budgets, and
developing improved processes to meet short and long-term objectives.
• Experienced in operations restructuring to address business growth, reduce costs, and improve
services.
• Analyze costs and productivity reports to ensure effective cost containment.
• Interviewing all potential staff, scheduling, performance evaluation through a proactive
leadership style.
Professional Experience
1. Omega Healthcare Management Services Pvt. Ltd (August 18, 2007 – till date)
i. Designation: Asst Manager – Operations (May 2014 – current).
• Managing 4 clients with diverse businesses ranging from revenue cycle management, invoice,
provider credentialing.
• Achieved high degree of team morale by ensuring a meaningful personal development plan for
each individual and encouraging shared purpose.
• Achieved a business growth of greater than 100% on specific clients.
• Improved costs and consistently maintaining gross profit margins above 60% every year.
• Consistently scoring A’s on the CSAT surveys conducted every month.
• Managing the performance of the revenue cycle management cycle, focusing on all account
receivables operations and initiating corrective action wherever needed.
• Executed key strategies to drive increased collections and policies for exception handling,
appealing, and denial management.
• Driving the provider credentialing process and resolving existing credentialing issues to enable
prompt payouts from insurances.
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II. Designation: Assistant Manager –
• Responsible for tracking quality metrics of the AR teams and assisting in the establishment of
new processes to enhance productivity and quality.
• Continuous improvement in quality processes through Root-cause analysis and other statistical
methods.
• Actively involved in process mapping and initiating regular process audits.
• Led and mentored trainees on the floor by providing them timely feedback and guidance.
• Improving workflows to ensure best practices are applied.
• Acted as a liaison with other departments to ensure a smooth working environment for the
teams.
II: Designation : Team Lead (May 2011 – April 2014)
Being an Account Lead, I have successfully handled multiple clients, This role entailed constant
interaction with the clients, understanding their requirements, and communicating them to the production
staff. I have also been involved in regular quality reviews and feedback sessions.
Responsibilities:
 Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance
management techniques.
 Monitor and take action on personnel and disciplinary issues.
 Conduct performance appraisals annually along with Ops Manager
 Review reports on a daily basis and provide constructive feedback.
 Provide subject matter expertise to Quality Control Analysts in the team
 Ensure training needs of subordinates are met
 Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
 Successfully complete all client related training and keep record of the same.
 Resolve escalated customer issues and CAPA to be taken
 Hold team briefings on a daily basis with the team (Max of 10 mins)
 Communicate all process and client changes to direct reports within specific timelines and keep
record for such updates
 Act as single point contact for the assigned team members for all their job related needs and create a
harmonious work environment
 Escalate performance related issues with respect to assigned team members to Operations managers
on a timely manner (PIP)
 Performs any other duty assigned by respective Operations Manager
 Act as authorized person for sanctioning team members leave thru Oasis
 Responsible for day-to-day functional supervision of work group, including work assignment and
attendance monitoring; providing input into selecting, training, developing, and completing
performance appraisal of work group(s) in accordance with the organization’s policies and applicable
compliance requirements.
 Employee separations to be handled in-line with company policies
Education
• Bachelor of Commerce, Bangalore University 2006
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Insight of personal facts:
My full name : Rafeeq Basha .S
Fathers’ name : Sharif Basha
Birth Date : 29th
May 1984
Marital Status : Married
Language known : Kannada, English, Telugu and Tamil
Hobby and Interests : Cricket and Movies
As a closing note on this paper, I declare that the above stated statements are true to the best of my
knowledge and belief.
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