ABDUL MAJEED
Hyderabad
Summary
Dynamic and results-oriented professional with rich cross-functional experience of over nine years in managing Customer Service and Backend Operations (Client Interface and Delivery). Extensive experience in operations ranging from ensuring SLAs, SOPs, and process flows. Possesses a natural flair for developing strategies to enhance client relations, quality processes, process management, audit compliance, and escalation handling. Strong people management skills, capable of managing individuals with distributed skill sets and ensuring judicious utilization of resources. Ensures skill upgrades, competence management, as well as maintaining TAT, quality, productivity, and behavioral aspects of the team. Motivated team lead possessing excellent leadership, and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills, and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead - Operations
Cognizant Technology Solutions
Hyderabad
04.2022 - Current
- Coach, develop, and support a team of cross-functional examiners, senior examiners, and SMEs for the processing of complex institutional claims across multiple lines of business while ensuring SLA adherence
- Issued claim payments according to department procedures, plan benefits, and provider contracts.
- Implemented robotics and minimized manual work with seven successful project
- Create daily production tracking reports to extract and capitalize on all available data to increase work efficiencies and reduce the cost of delivery, while also monitoring KPIs and expanding business reporting capabilities
- Preparing monthly decks for six different processes.
- Carried out two separate projects to increase the productivity and quality of associates dealing with customers in the insurance division
- Implementation of LEAN ideas to reduce AHT
- Managing team production, escalation, update, and downtime trackers
- Part of preparing the BRD document for three LOBs
- Monitor Help Desk Analyst progress after remediation training
- Detailed RCA on all quality check errors, and provide feedback to the team; initiated, and implemented process improvements to ensure jobs are processed accurately
- Supervising calls, emails from different departments, handling customer escalations, and coordinating with teams to resolve issues
- Coordinated daily operations, ensuring team adherence to company policies and procedures
Process Specialist - SME
Cognizant Technology Solutions
Hyderabad
10.2019 - 03.2022
- Transferring the premium amount to the client and helping the underwriter decide the premium amount based on the medical data
- Perform investigations/RCA
- Managing team quality is met as per client requirements
- Act as the initial point of contact for issues requiring leadership attention
- Handling call calibrations and conducting training sessions for the team
- Contribute to process improvement ideas on productivity, accuracy, and turnaround time
- Managed workflow and performed the function of a shift coordinator in the absence of the Team Lead or Team Manager
- Assist, schedule meetings, produce, and distribute assigned minutes and actions
Senior Process Executive
Cognizant Technology Solutions
Hyderabad
07.2017 - 09.2019
- Providing relevant, client-specific statements and information as per the requests received
- Support the team in various ad hoc tasks and activities assigned to the group
- Helping to prepare monthly Quality Score and Dashboard presentations
- Work within Service Level Agreements
- Take all steps to troubleshoot issues reported, and resolve or escalate to the appropriate contact
- Promptly notify management of any potentially dissatisfied customers' emails
Process Executive
Cognizant Technology Solutions
Hyderabad
05.2016 - 06.2017
- Process a predefined number of transactions as assigned
- Meet process SLAs, metrics, productivity, and quality targets within the established timelines
- Provide updates and submit reports related to your own area of work
- Recognized for various process improvements and initiatives
- Awarded 'Ace of Rookies and Spotlight' multiple times for outstanding performance
Education
MBA - Business Administration
Osmania University
Hyderabad, India05-2017
Bachelors of Commerce - Commerce
Osmania University
Hyderabad, India06-2015
Skills
- Team Leadership
- Operational Process Coordination
- Service delivery
- Strong interpersonal skills
- Claims processing
- Team management
- Regulatory compliance
- Client communication
Certification
- LOMA ALMI - External Certification
- Lean Six Sigma - Green Belt Certification, Cognizant Internal Certification
- UI Path StudioX Certified
- Participated in a leadership workshop
Languages
- English
- Hindi
- Telugu
- Urdu
Awards Recognitions
- Received awards (Ace of Rookies, Unicorn, Spot Light award)
- Received 4 appreciation awards during 2020 (Bronze, Sapphire, Coral award)
- Received appreciation from Director and Project Manager for Performance during COVID
- Awarded as 'Employee of the month' award 6 times
- Recipient of Best performer award, star performer award multiple times
- Client Recognition/Appreciation awards
Timeline
Team Lead - Operations
Cognizant Technology Solutions
04.2022 - Current
Process Specialist - SME
Cognizant Technology Solutions
10.2019 - 03.2022
Senior Process Executive
Cognizant Technology Solutions
07.2017 - 09.2019
Process Executive
Cognizant Technology Solutions
05.2016 - 06.2017
MBA - Business Administration
Osmania University
Bachelors of Commerce - Commerce
Osmania University
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