Sheetal Thakran

• Pipeline & Lifecycle Management: Direct CRM and patient retention architecture across 10 IVF
centres, commanding a monthly velocity of 2, 500+ leads and governing the end-to-end patient
lifecycle.
• Automation Engineering: Architect and deploy automated patient engagement workflows across
WhatsApp, integrated telephony, and CRM modules, slashing average lead response times from 15-
20 minutes down to 5-10 minutes.
• Team Governance: Command and mentor a high-performing squad of 10 CRM and patient
engagement professionals, auditing service quality to ensure uniform operational excellence.
• Cross-Functional Alignment: Orchestrate care pathways alongside marketing, medical counseling,
and clinical operations teams to eliminate drop-off points throughout the treatment funnel.
• Key Metrics Delivered: Drove a 75% consultation-to-conversion rate and an 80% treatment
conversion rate via targeted lead nurturing strategies.
• Key Metrics Delivered: Elevated patient retention metrics by 30-40% through the implementation of
automated lifecycle communication frameworks.
• Key Metrics Delivered: Accelerated CRM operational responsiveness by over 50% via
comprehensive workflow redesign and process optimization.
• Key Metrics Delivered: Supervised patient engagement portfolios for approximately 200 IVF patients
monthly, boosting treatment continuation rates.

• Transitioned from CRM Lead to Customer Success Executive, enhancing the patient experience in a digital healthcare environment.
• Developed and implemented comprehensive customer journeys that improved onboarding and consultation processes.
• Fostered strong relationships with clients, resulting in increased patient satisfaction and retention rates.
• Collaborated with cross-functional teams to streamline telehealth services and support, ensuring seamless patient care.
• Utilized data analytics to identify trends and optimize user engagement strategies, driving higher conversion rates.
• Championed patient advocacy initiatives, ensuring that client feedback informed service improvements and health outcomes.
• Managed patient administration tasks to enhance operational efficiency and support overall health service delivery.

• Journey Transformation: Spearheaded end-to-end patient journey mapping initiatives for enterprise
healthcare brands, materializing a 30% surge in initial user activation rates.
• Retention Strategy: Cultivated a 25% uplift in long-term patient retention by engineering targeted
engagement funnels and educational communication sequences.
• Business Intelligence: Constructed enterprise Power BI dashboards to monitor real-time NPS, clinic
wait-times, and cross-functional team productivity metrics.
• Tech Integration: Synchronized Salesforce Health Cloud and Zoho CRM environments to capture
real-time patient sentiment, sustaining a 95%+ CSAT score.

• Global Operations Scale: Spearheaded customer success and product implementation frameworks
across the UAE, US, and Australia markets, supporting a footprint of 10, 000+ daily users.
• Large-Scale Team Leadership: Managed, trained, and mentored a cross-functional department of
35+ customer success professionals across diverse business verticals.
• Infrastructure Design: Instituted standardized customer success frameworks, strict escalation
protocols, and SLA governance matrices that heightened global service quality.
• Key Metrics Delivered: Catalyzed a 30% ARR growth and 35% MRR growth directly through strategic
user retention and customer expansion programs.
• Key Metrics Delivered: Curtailed inbound support ticket volumes by 25% by developing proactive,
automated support workflows.
• Key Metrics Delivered: Directed the successful daily resolution of 800+ customer support tickets
while maintaining strict global service-level benchmarks.
• Key Metrics Delivered: Partnered with Product and Engineering cohorts to map user friction points,
translating feedback into features that optimized platform adoption.

• Client Onboarding: Formulated structured client onboarding workflows, yielding a 50% increase in
initial customer satisfaction metrics. Process Engineering: Streamlined multi-location service delivery channels, compressing patient in
clinic wait times by an average of 20%.

Audited operational workflows to support NABH
compliance verification and standardized clinical SOPs. Researched
premium patient delivery workflows, aligning operational targets with GCC elite healthcare
benchmarks. Controlled front-of-house
operations, streamlined patient transit flows, and resolved immediate service friction points. Coordinated specialized medical nutrition therapies
across critical care (ICU) and Oncology wards.