Archna Gupta

Group Head - Operation & Service Excellence, Preventive Health @ Apollo Hospitals

About

A goal oriented Customer Experience Evangelist and Business Excellence Leader – with over 23 years of proven track record across Hospitality & Healthcare industry in helping organizations consistently meet and exceed customer expectations, effectively manage customer relationships and deliver value through curated customer solution strategies including technology led change. Worked with Taj Group of Hotels for more than 16 years with last assignment as Regional Business Excellence Head for 21 hotels in the regions of AP, T.Nadu & Kerala across the brands before moving to Healthcare industry in 2013. While in Taj, was also a Tata Group resource as Certified TBEM Assessor and had the privilege of assessing various Tata Companies across the industry sectors My first stint in Healthcare Industry was at Manipal Hospitals (as their Pan India Head - Customer Experience) before joining Fortis Hospitals in 2016, to manage Patient Experience for South West Region (10 Corporate hospitals) and CRM (Pan India). I had a short and successful stint with C K Birla Hospitals as Group Head – Patient Experience (Pan India) before joining Apollo Hospitals as Pan India Operations & Service Excellence Head for their Preventive Health vertical. Have been invited as Speaker in many Global CX forums and have won many awards throughout my career journey. I also actively participates in some of her voluntary pursuits in the capacity of State Vice President – Karnataka Health & Fitness Council, WICCI, Vice Chairperson – Karnataka Health Chapter for ALL Ladies League and Certified Happiness Program Coach for Art Of Living Foundation

Country

India

City

Bengaluru

Industry

Hospital & Health Care

Skill

Mobile App Development, Balanced Scorecard Strategy Alignment, Hospitality Management, Standards Implementation, Best practice Sharing and Knowledge Management, Customer Satisfaction Analysis, Problem Solving and Root Cause Analysis, Customer Experience Leadership, Centralized Call Centre Management, OPD Appointment Scheduling System, Digital Feedback System, Operational Efficiency Improvement, Stakeholder Collaboration, Cross Border Experience ( India & Malaysia), Service Quality Improvement, Discharge Management, Vendor Relationship and Performance Management, Customer Centric Culture Transformation, Customer Journey Mapping, Net Promoter Score (NPS) Implementation

Experience

Group Head - Operation & Service Excellence, Preventive Health

Apollo Hospitals

2022-11 - Present · 3 yrs 11 mos

Bengaluru, Karnataka, India

Led the development and successful operationalization of innovative preventive health programs across 45 hospital units and 27 clinics in India. Key initiatives included MyProhealth (individualized packages via online assessments), Apollo Prohealth Zen (luxury wellness for Ultra HNIs), and Health Check on Wheels (mobile diagnostics for corporates), as well as specialized health checks for immigration and DGCA, ensuring quality and compliance nationwide, across verticals

Group Head - Patient Experience ( Pan India )

CK Birla Hospitals, India

2021-1 - 2022-11 · 1 yr 11 mos

Kolkata, West Bengal, India

Built the Patient Experience Function and team from the scratch. Launched successfully multiple programs within six months of joining - Digitized Customer Feedback and Complaint Management System, PSat Review Cadence, Patient Experience Team in each unit and set the rhythm of continuous improvement based on patient feedback.

Head - Customer Relationship Management ( Pan India)

Fortis Healthcare

2019-6 - 2020-12 · 1 yr 7 mos

Gurgaon, India

Pursuing Technology led adoption using tools like AI, NLP, Machine learning, Big Data Analytics etc to deliver value through curated customer solutions as per changing customer requirements or socio- economic environment. Some of the projects include : AI powered Medical Web Assistant (Chat Bot), Voice Bot for Call Center, Tele / Video Consultation, Contact less experience for OPD patients at hospital premises, AI powered personalized communication with patients based on their individual health records and clinical needs

Regional Patient Experience Head - South & West

Fortis Healthcare

2016-7 - 2019-6 · 3 yrs

Bengaluru Area, India

Drove Customer Centric Culture Change Management through structures, frameworks, review system, processes, segmentation, automation, best practice sharing, customer journey etc. across the 9 Corporate Hospitals in Mumbai, Bangalore and Chennai. Instituted NPS with the help of Integrated Digitized Customer Feedback System and Robust Complaint Management System

Head - Customer Experience (Pan India & Malaysia)

Manipal Hospitals (MHEL)

2013-4 - 2016-7 · 3 yrs 4 mos

Bengaluru, India

Headed the Customer Experience function for the group’s 10 Corporate Hospitals in India & 2 in Malaysia. Delivered several successful programs working closely with the technology and service vendors for initiatives like Centralized Call Center for Appointment Helpline, OPD Appointment Scheduling & Management, Digitized Customer Feedback System, Patient App, Discharge Tracker etc

Head - Service Excellence (Pan India)

Manipal Hospitals (MHEL)

2013-4 - 2014-3 · 1 yr

Bangalore

Regional Manager - Business Excellence, A.P. , T. Nadu & Kerala

Taj Hotels

1997-1 - 2013-4 · 16 yrs 4 mos

Hyderabad Area, India

Oversaw Business Excellence functions across 21 hotels, covering Luxury, Premium, Gateway, and Palace brands. Responsibilities included creating enterprise-wide improvement plans, conducting TBEM Blitzes to identify opportunities, aligning unit strategy with corporate goals via Balanced Scorecard (BSC), and delivering monthly customer satisfaction insights to leadership. Led process improvement teams using Juran’s methodology, trained facilitators on quality tools, implemented Richey, Coyle, and Taj standards, and fostered best practice sharing across regions