Service Now- Incident Management , Sales Force, Operational Tools
Open To Work
Anil B
Associate / Team Lead
Bangalore,KA
Summary
Detail-oriented professional with over 10 years in the healthcare industry and 6 months in technical support. Experienced in manual and functional testing, including benefit validation and cost share processes. Proficient in Java and operational tools, with a focus on driving efficient solutions and supporting end-to-end testing to enhance productivity and achieve business goals.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
Emblem Health, CVS Pharmacy, Highborn IT
Banglore, Karnataka
01.2016 - Current
- Managed client relationships to ensure satisfaction and retention.
- Developed training programs for new staff, enhancing onboarding experience.
- Mentored team members on best practices in pharmacy operations and compliance standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Issue resolving in Service now and Sales Force
- Implemented process improvements that reduced workflow bottlenecks and increased productivity.
- Analyzed performance metrics to identify areas for improvement and drive strategic decisions.
- Completion within the TAT for the assigned work
- As per client intent cases had closed without rework
- Testing had performed on both Query & Claims scenario
- Received unicorn & spotlight award for scaling the productivity & quality
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback.
- Defined clear targets and objectives and communicated to other team members.
- Issue resloving in Service now and Sales Force
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Bachelors Business Mangement - Business Management
Vasavi Mangement
Bengaluru/ India 01.2006 - 06.2009
Skills
Test strategy
Manual testing
Reporting documentation
Attention to detail
Problem-solving
Teamwork and collaboration
Team building
Issue resolution
Technical support
Software
Interests
University Level Cricket Player, Sketch, Travelling
Domain
- Health Care Insurance (Emblem Health) - Team Leader
- Pharmacy (CVS) - Associate
- Service Now (Highbourn IT ) - Associate
Timeline
Team Leader
Emblem Health, CVS Pharmacy, Highborn IT
01.2016 - Current
Bachelors Business Mangement - Business Management
Vasavi Mangement
01.2006 - 06.2009