AMAN NAGAR
New Delhi
Summary
Dynamic professional with extensive experience at HCLTech, excelling in incident management and client relations. Proven ability to resolve escalations and enhance customer satisfaction through effective communication and technical translation. Adept at utilizing CRM tools and fostering team collaboration to achieve operational excellence.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert
HCLTech
Bengaluru
12.2024 - Current
- Resolved customer issues efficiently and documented interactions via CRM tools.
- Acted as a liaison between clients and technical teams, ensuring timely follow-ups.
- Provided basic troubleshooting support and guided users through issue resolution.
Account Manager – SMB
JEBPO Services LLP
Bengaluru
07.2021 - 12.2024
- Handled client escalations and offered remote assistance for service-related issues.
- Maintained accurate ticketing records and ensured SLA compliance.
- Delivered proactive support and ensured client satisfaction.
Spanish Language Analyst
AIG Business Solutions (P) Ltd.
Gurgaon
08.2020 - 01.2021
- Provided bilingual support for medical billing operations in California, USA.
- Interpreted test reports, billing documents, and medical records (Spanish-English).
- Assisted patients via calls and emails regarding appointments, billing, and treatment queries.
- Processed AR & AP reports and communicated with insurance companies as per business needs.
Language Analyst – Spanish
Optum Global Solutions
Gurgaon
04.2018 - 11.2019
- Supported a leading US health insurance project with translation and training tasks.
- Conducted calibration calls with Puerto Rico team and trained new claim examiners.
- Translated large-volume documents accurately using translation tools.
- Assisted with technical troubleshooting and raised tickets for unresolved issues.
Team Leader – Spanish Language Support
iEnergizer
Noida
05.2016 - 04.2018
- Led a 25-member team handling customer support for a US bank.
- Resolved escalations, promoted new banking offers, and ensured timely client issue resolution.
- Delivered accurate legal translations using software tools and created internal presentations.
Education
Spanish Language (B2 Level) -
Instituto Cervantes
05.2025
N+ Computer Networking -
DICS Computer Institute
01.2015
BCC (Basic Computer Course) -
DICS
01.2014
Skills
- Incident & Escalation Management
- Ticketing Systems - CRM
- MS Office Suite & Documentation
- Spanish & English Communication
- Technical Translation & Interpretation
- Adaptability & Client Handling
- Time Management & Team Collaboration
Technical Tools
- CRM Systems
- Translation Software
- MS Office
- Basic Networking Concepts
Timeline
Subject Matter Expert
HCLTech
12.2024 - Current
Account Manager – SMB
JEBPO Services LLP
07.2021 - 12.2024
Spanish Language Analyst
AIG Business Solutions (P) Ltd.
08.2020 - 01.2021
Language Analyst – Spanish
Optum Global Solutions
04.2018 - 11.2019
Team Leader – Spanish Language Support
iEnergizer
05.2016 - 04.2018
Spanish Language (B2 Level) -
Instituto Cervantes
N+ Computer Networking -
DICS Computer Institute
BCC (Basic Computer Course) -
DICS
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