Tanay Rawat

About Tanay Rawat

I don’t just manage operations. I transform them into growth engines.Over the past 6+ years, I’ve scaled healthcare and CX businesses by combining strategic leadership, client-first execution, and technology-driven innovation.Today, I lead multi-line operations for my organisation, partnering directly with U.S. clients to deliver results that go beyond KPIs.I currently lead end-to-end operations for multiple healthcare programs, managing large-scale teams, client relationships, and delivery governance across voice, chat, email, vendor coordination, and mental health services.Some highlights of my journey:•Successfully scaled operations from 10 to 35 FTEs (250% growth) through planned ramp-up, hiring, and capacity management while maintaining delivery stability.1. 50% revenue growth unlocked by launching new omnichannel support (voice, chat, email, back-office).2. 35% efficiency gain from AI automation and bots, accelerating ramp and cutting manual effort.3.Managed mental health operations including medication management, appointment scheduling, insurance verification, telemedicine coordination, and virtual care bookings, ensuring compliance and high patient experience.4. Proposed and supported AI-driven automation initiatives, including voice accent neutralization, reducing manual effort and improving customer experience.5. Designed and presented WBR, MBR, and QBR dashboards, enabling clients to improve visibility, optimize onshore–offshore delivery, and achieve cost efficiencies.My edge - I bring the mindset of a strategic partner, not just an operator. I translate client goals into scalable solutions, leverage data and automation to improve performance, and deliver outcomes that drive both revenue and customer loyalty.My north star: build teams that win, deliver processes that scale, and create partnerships that last.

Experience

1. Manager of Operations

   TP

   Nov 2022 — Present · Indore, IN

   Leading 3 U.S. healthcare accounts with 127+ employees and 10 Team Leaders, managing inbound, chat, email, outbound, and back-office operations. •Act as primary client POC, executing new project rollouts, process improvements, and automation strategies. •Drove 50% revenue growth by launching omnichannel operations (chat + email). •Implemented AI & automation (bots, workflow tools), cutting manual effort by 35% and accelerating order resolution.Delivered WBR, MBR, QBR reviews to client stakeholders, strengthening executive engagement and decision-making. •Recognized with Best Manager Award for operational excellence and measurable business impact.Served as primary client POC, translating client goals into executable strategies, implementing process changes, and driving new project launches with zero disruption.

Education

• Gyan Sagar Academy

  Higher Secondary education

  2012 — 2014

• MIT Group of Institutes, Ujjain

  Bachelor of Engineering - BE, Civil Engineering

  2014 — 2018

• Vikram University

  proficiency in German language, German