ANUJ SRIVASTAVA

• Conduct quality reviews of deliverables from the team to ensure accuracy and adherence to standards.
• Possess in-depth domain knowledge of healthcare benefits, including COBRA, DBP, Medicare, Health and Welfare plans Eligibility, Annual Enrolment, and Vendor files management.
• Analyze and reconcile premium reports using SQL database and Excel.
• Execute comprehensive test cases and track all requirements in project documents and applications.
• Coordinate among operations, implementation, and vendors for seamless project execution.
• Manage end-to-end vendor relationships during OE, handling a team of 15-20 members.
• Overlooking and ensuring a smooth workflow
• Motivating the team and solving problems

• Collaborated with Benefits Implementation Manager to ensure smooth handoffs to the operations team.
• Improved resource capacity and utilization by tracking and optimizing processes.
• Reviewed and approved escalated Benefits Analysts' deliverables, ensuring adherence to standard operating procedures.
• Reported system defects to Lead Systems Analyst and collaborated on mitigation strategies.
• Followed standard operations management practices outlined by the Client Delivery Group Operations Manager.
• Managed configuration implementation projects, gathering client requirements, and overseeing testing and deployment.
• Monitored client operations Dashboard/SLAs, identifying and managing process improvement projects.
• Developed and delivered client-specific operational training.
• Resolved issues and increased customer satisfaction through effective communication and problem-solving.

Conducted training sessions for new hires on different benefit plans

• Owned end-to-end client processes, serving as the primary point of contact for US teams.
• Collaborated with the US team for transition, feedback, change work, process management, and improvement initiatives.
• Executed complex research initiatives, analyzed and resolved technical issues, and created reports to meet client needs.
• Managed production calendars and maintained documentation of process flows and standard operating procedures.
• Closed participant escalations from the Contact Centre, conducted trend analysis, and managed client and internal escalations.
• Fostered strong relationships with clients, vendors, and internal stakeholders through effective communication.

Participated in client and internal meetings and interacted with clients via email and phone

• Acquired certification within three months for the Direct Billing & Payments (DBP) team.
• Imparted process training and mentored new hires, maintaining a high level of accuracy.
• Received the Endeavor award for handling the highest volumes with 100% accuracy.
• Updated SOPs, captured client-specific exceptions, and audited the team's work.

• Identified customer needs and wants to enhance customer experiences and boost sales.
• Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
• Greeted customers and offered assistance for increased customer satisfaction.
• Worked varied hours to meet seasonal and business needs.
• Analyzed customer data to identify trends and anticipate customer needs.
• Maintained relationships with customers to maximize sales opportunities.