Professional experience in Operation Management, Leadership Management and implementation, Project Transition and Support, Customer Service, Quality, Training and Procurement.
An effective communicator with excellent relationship building & interpersonal skills. Strong analytical skills and the ability to work systematically with an energetic, positive mind-set and attitude, Possess a flexible & detail-oriented attitude.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
25
25
years of post-secondary education
Work History
Assistant Manager
Inventurus Knowledge Solutions
Hyderabad
06.2016 - 04.2018
Automations of Overall Account Receivable (RCM) Process to reduce manual efforts, human errors and FTE Reduction.
Monitoring delivery of high-quality customer experience & elevating customer satisfaction while adhering to standards and work processes thus managing cost-effective operations
Handling overall operations for executing projects within cost & time norms; participating in review meetings for evaluating progress & de-bottlenecking.
Preparing schedules & monitoring projects with respect to cost, resource deployment, time over-runs and quality compliance for ensuring timely execution of projects.
Promote a strong customer care culture based on Company strategy, standards and policies and lead, manage, and develop a team, setting and encouraging high standards of performance and professionalism, in line with SLAs and KPIs set.
Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
Analyze and identify error trends and opportunities for defect reduction, identifies trends and issues and recommend solutions.
Monitoring workflow to assure timely delivery of agreed SLAs or MGMA Standards.
Prepare the Practice Invoices based on Collections. Preparing monthly metrics along with trends for management and client review.
Sr Team Lead
Pacific Ventures Pvt Ltd
Noida
12.2009 - 06.2016
Generate Payment Reports and send to Management with the Total payment posted as of today and update with the forecast payments.
Generate Report for Un Billed claims and upload the same for faster processing through electronically to payer.
Built strong relationships with customers through positive attitude and attentive response.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Coordinated weekly meetings for internal and external groups.
Implemented new working processes to deliver multiple improvements.
Assisted with new hire processing and existing training programs.
Cross-trained and provided backup support for organizational leadership.
Studying and understanding legal aspects of health insurance claims.
Research and develop documentation related to Commercial insurance billing.
Sr Team Lead
MEDI CONNECT Global
New Delhi
12.2004 - 12.2009
Daily & Weekly reporting of team and reviewing the same at the beginning of every day and respectively.
Auditing live & recorded calls of the team members on daily basis to minimize the errors.
Training the new hires, mentoring them through first few weeks of the calls, responsible for defining and maintaining quality metrics. Shouldering additional responsibility of tracking schedule adherence and staffing issues.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
Appropriately using Rewards & Recognition to energize to motivate Team Members.
Handling all logistics related issues: roster management, shift rotations. (Leave planning, Managing Compensatory Offs & Unscheduled leaves.)
Work directly with data vendors to resolve any discrepancies.
Work as part of a team with accountability for all aspects of work, quality, efficiency, daily workflow & customer service and, repair & submit process-based reports at the beginning & end of the shift.
Communicate effectively with vendors, peers & cross-functional departments.
Maintained effective results to ensure record retrieval in a timely fashion
Utilized multiple call centre support applications to efficiently assist providers & agents.
Customer Care Executive
Bharti Teletech India Pvt Ltd
New Delhi
08.2003 - 10.2004
Coordinated timely responses customer communication and researched complex issues.
Communicated with customers to identify needs and expectations.
Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Took ownership of customers issues to follow problems through to resolution.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Conducted surveys to determine customer opinion of products and services.
Responsible for resolution of all escalations, following up on the pending complaints, tracking and evaluation of individual reports to the management.
Associate Director HR (HRBP) at Aquity Solutions (An Inventurus Knowledge Solutions (IKS) Health company)Associate Director HR (HRBP) at Aquity Solutions (An Inventurus Knowledge Solutions (IKS) Health company)