ANTONY MONISH M
Chennai
Summary
Experienced and dedicated Issue resolution analyst over 3.5 years of experience in healthcare industry to Provide resolution that impacts processes across operations to optimize processes and prevent future issues. Adhering to SLAs and SLCs of the team and to Contribute constructively to achieve business goals of the team.
Overview
3
3
years of professional experience
1
1
Certification
Work History
SENIOR ISSUE RESOLUTION ANALYST
ATHENA HEALTH TECHNOLOGY
Chennai
10.2022 - Current
- Resolved complex customer inquiries related to the use of products or services via telephone or online communication platforms.
- Performed root cause analysis on escalated customer inquiries and implemented corrective actions accordingly.
- Resolved complex system problems and coordinated with internal teams to ensure timely resolution of open tickets.
- Ensured all tickets were updated promptly with detailed information regarding resolution steps taken.
- Monitored help desk tickets to ensure timely resolution of customer inquiries.
- Tracked customer requests and issues via ticketing system and ensured timely resolution.
ISSUE RESOLUTION ANALYST
ATHENA HEALTH TECHNOLOGY
Chennai
04.2021 - 10.2022
- Developed and maintained customer relationships through communication channels such as email, phone and live chat.
- Provided technical support to customers and internal teams on product issues.
Education
Bachelor of Engineering (EIE) 6.9/10
St.JOSEPH'S COLLEGE OF ENGINEERING,Anna University
CHENNAI01-2020
CLASS XII 88.5%
ZION MATRICULATION HIGHER SECONDARY SCHOOL
CHENNAI01-2016
CLASS X 92.4%
ZION MATRICULATION HIGHER SECONDARY SCHOOL
CHENNAI01-2014
Skills
- CSAT SCORE - 95/10
- QUALITY SCORE - 93/100
- SLA GOALS - 95/100
- Salesforce CRM
- Issue resolution/troubleshooting
- Analytics and problem resolution
- Client resolution
- Issue diagnosis and resolution
- Product issue resolution
- Customer Complaint Resolution
- Production Problem Resolution
- Power BI dashboards
- Product issue resolution
- Customer Complaint Resolution
- Production Problem Resolution
- Power BI dashboards
Accomplishments
- Received appreciation for providing quick turn around for complex issues.
- Provided leadership and mentorship to junior members of the product support team.
- Mentoring junior folks
- Mentoring junior folks
- Mentoring junior folks
Languages
Tamil
First Language
English
Proficient (C2)
C2
Certification
- Pursuing POSTGRESQL.
- Business intelligence using POWER BI.
KEY HIGHLIGHTS
- Worked on Critical P1 tickets for Privia.
- Worked on more than 3500 tickets .
- Provided quick turn around for more than 500 escalated tickets.
STRENGTHS
- Hardworking nature to complete tasks on time.
- Team player.
- Works on optimization of tasks.
- Works on enhancement ideas to improve workflow.
TOOLS & TECHNOLOGIES
- MS EXCEL.
- MS OFFICE.
- POWER BI DASHBOARDS.
Timeline
SENIOR ISSUE RESOLUTION ANALYST
ATHENA HEALTH TECHNOLOGY
10.2022 - Current
ISSUE RESOLUTION ANALYST
ATHENA HEALTH TECHNOLOGY
04.2021 - 10.2022
Bachelor of Engineering (EIE) 6.9/10
St.JOSEPH'S COLLEGE OF ENGINEERING,Anna University
CLASS XII 88.5%
ZION MATRICULATION HIGHER SECONDARY SCHOOL
CLASS X 92.4%
ZION MATRICULATION HIGHER SECONDARY SCHOOL
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