Vishal Wadhwani
Madrid
Summary
Dynamic leader with a proven track record at MEDIVET GROUP, enhancing operations and customer satisfaction. Expert in leveraging SQL and fostering team management to drive a 20% margin increase. Skilled in strategic planning and stakeholder engagement, consistently delivering results beyond expectations.
Overview
13
13
years of professional experience
Work History
REGIONAL OPERATIONS MANAGER
MEDIVET GROUP
MADRID
09.2023 - Current
- Company Overview: a CVC Capital Partners company
- Leadership and Operational Excellence: Leading 7 veterinary practices in coordination with 5 clinical directors and all its operations, hiring and dismissing, performance improvement plans, establishing coherent time schedules for 24h service in hospitals, following-up on performance and employee profitability, coordinating labour and legal actions with our headquarters
- Ensuring business continuity
- Customer Growth and Relationship Management: Implementing the company's strategy on customer acquisition, retention and Average Ticket Value increase, coordinating the release and roll-out of new initiatives with our operations, marketing and clinical excellence teams, following up on debt control with big clients, being an escalation contact for all clinics when clients are not satisfied
- Data-Driven Strategies and Growth: reviewing performance and profitability of all vets and nurses, reviewing performance of our services to ensure profitable products and services are delivered with the quality expected, monitoring material costs and staff intensities
- Results: After 1 year, revenue up from 357k to 400k per month, bottom-line up from 12% to 20% margin, reduced material costs ratios from 30% to 28%, reduced OpEx from 7 to 5%, staff intensity ratios from 50% to 44%, and employee turnover rate remains as little as 7%, which gives us a stable environment to build on top
- A CVC Capital Partners company
HEAD OF CUSTOMER OPERATIONS
FINOLOGEE
LUXEMBOURG
11.2020 - 08.2023
- Leadership and Operational Management: Led teams responsible for global banking operations like payments, reconciliation, and account management, focusing on service excellence and identified process improvements for better alignment with business goals
- Developed and Implemented OKRs
- Customer Portfolio and Relationship Management: Managed a portfolio of over 45 mid-market customers, building strong relationships and ensuring renewals and cross sales quotas were met
- Collaborated effectively with cross-functional teams to drive adoption of customer engagement initiatives, while mitigating risks associated with change
- Data-Driven Strategies and Growth: Utilized data analytics for customer adoption and retention, identifying upsell opportunities and collaborating on expansion plans
- Acted as the voice of the customer in strategy development, contributing to product requirements and innovation in customer success
- Thrived in dynamic environments, influencing stakeholders, and achieving impactful results in complex, evolving scenarios
- Managed end-to-end the following client processes: onboarding, issue resolution, KPI reporting, SLAs negotiation, renewals and upselling, account management, billing issues and operational T&Cs negotiation
- Results: Increased in more than 15 the number of big clients managed without increasing headcount, by automating specific processes, achieved 100% response rate under 8h, achieved 90% resolution rate in less than 24h, reduced the number of escalations to the partners to almost zero in a very demanding industry (financial and wealth management), reduced timings to generate monthly reports from 1 week to 12h, in collaboration with tech and product team reduced the amount of tickets with structural solutions (new product features), we ensured +90% adherence to our SLAs and our Premium SLAs
BUSINESS OPERATIONS MANAGER
GYMPASS
MADRID
05.2018 - 10.2020
- Cross-Departmental Collaboration and CRM Optimization: Worked closely with various sales departments and tech departments to escalate customers issues and product requirements
- Customer Onboarding: guided customers through the onboarding process and implemented improvements in our global onboarding processes
- Strategic Leadership and Global Client Metrics Management: Led the operations strategy in Europe, overseeing project implementation and managing a team of analysts
- Collaborated with Sales, Marketing, Product, and Engineering teams to boost operational efficiency and client experience, while also being responsible for critical global operational metrics like SLA, handling time, quality, and customer satisfaction
SENIOR OPERATIONS CONSULTANT
NTT DATA
MADRID
12.2015 - 05.2018
- Strategic Operations Management in Europe: Led the definition and implementation of a B2B operations strategy across the European region, enhancing processes for new client setup, account maintenance, and invoicing to meet Account Management requirements
- Team Leadership and Metrics Ownership: Managed a team of operations analysts and collaborated with Sales, Marketing, Product, and Engineering teams to boost operational efficiency and client experience in Europe, while overseeing key operational metrics like SLA, average handling time, quality, and customer satisfaction
SOLUTIONS ANALYST
MANAGEMENT SOLUTIONS
MADRID
01.2012 - 12.2015
- Coordinated the validation, analysis, and reporting of different initiatives to acquire, transform and load financial information from different systems to the central hub of a bank's investment banking division
- Ensured the data was precise, compared the data with the target model, and ensured issues were reported on time and in a consistent manner to engineering teams
- Developed SQL cursors to analyze gaps in data sets and reconcile sources
- Managed a team of consultants in different Agile projects to ensure delivery was met and client expectations were being managed correctly
Education
MBA - Business Management
Rey Juan Carlos University
01.2012
BA - Information & Technology Systems
Rey Juan Carlos University
01.2010
Skills
- SQL
- Python
- MS Office
- ZenDesk
- Tableau
- Qlik Sense
- Slack
- JIRA
- Confluence
- Atlassian Suite
- G Suite
- Zapier
- Mixpanel
- Customer centric
- Project Management
- Team management
- Mentoring
- Stakeholder Management
- Effective Communication
- Focus Groups
- Market Research
- Results oriented
- Hiring
- Restructuring
- Dismissing
Languages
Native, Native, Basic
Languages
English
First Language
Spanish
Proficient (C2)
C2
French
Elementary (A2)
A2
Timeline
REGIONAL OPERATIONS MANAGER
MEDIVET GROUP
09.2023 - Current
HEAD OF CUSTOMER OPERATIONS
FINOLOGEE
11.2020 - 08.2023
BUSINESS OPERATIONS MANAGER
GYMPASS
05.2018 - 10.2020
SENIOR OPERATIONS CONSULTANT
NTT DATA
12.2015 - 05.2018
SOLUTIONS ANALYST
MANAGEMENT SOLUTIONS
01.2012 - 12.2015
MBA - Business Management
Rey Juan Carlos University
BA - Information & Technology Systems
Rey Juan Carlos University
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