Heena Shaik

At Scan Consultants and Services, I coordinate operations across four business lines—lending, real estate, healthcare CRM sales, and B2B lead generation—while leading 20+ office staff and 200+ field personnel. I've redesigned workflows and follow-up systems to improve operational turnaround time by approximately 22%, and rebuilt process tracking that contributed to a 33.08% increase in annual collections from 2023 to 2025. I also built acquisition and qualification pipelines for Orbit Care and standardized lead management and sales handoffs. I build Power BI dashboards using basic SQL and Power Query to give management real-time visibility into performance, pipelines, productivity, KPIs, and SLAs. My work includes operational audits, escalation ownership, root-cause analysis, stakeholder coordination, and team coaching through call-quality and performance monitoring. Previously at Muthoot Microfin, I managed overdue-account follow-up, field interventions, daily MIS for 5,000+ accounts, and escalated customer cases. I improved recovery rates by 20% while working closely with Operations, IT, and Accounts teams to strengthen service delivery.