ATHIRA KRISHNAN A
Kollam
Summary
Dynamic professional with 7.5 years of diverse experience spanning immigration services, customer support, and technical consulting. Proven expertise in navigating complex immigration regulations, delivering exceptional client service, and optimizing operational efficiency. Skilled in leadership, problem-solving, and collaboration across diverse teams. Adept at adapting to changing environments, and driving results. Committed to excellence and continuous improvement in all endeavors.
Overview
9
9
years of professional experience
Work History
Associate III - BPM
U.ST
Kochi
10.2024 - 05.2025
- Provide medical provider support for a leading U.S. Health insurance company.
- Assist providers with member insurance plan details and claims via inbound and outbound calls.
- Initiate Single Case Agreements (SCAs) for healthcare providers.
- Support both clinical and non-clinical appeals, and dispute resolution.
- Ensure compliance with healthcare regulations and company policies.
- Maintain accurate records and documentation for audit purposes.
Business Immigration Analyst
Fragomen Immigration Services
Kochi
12.2021 - 07.2024
- Act as the single point of contact (SPOC) for the Germany region, overseeing client relations.
- Monitor and allocate work to the team.
- Responsible for conducting training and ensuring quality assurance for team members and new joiners.
- Go-to person for process-specific clarifications.
- Focus on efficiencies and process improvements.
- Update and set up client protocols in the protocol document and protocol library.
- Collect and verify the required set of documents for visa processing and work/residence permit approval.
- Notify clients about the renewal of their employees' permits via email.
- Initiate renewal, de-registration and expiry tracking cases.
- Consolidate client expiry reports and conduct void and rejection analysis.
Senior Process Executive Voice
Cognizant Technology Solutions
Kochi
10.2019 - 12.2021
- Lead and support a customer service team, providing guidance and training.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Conduct quality assurance audits to ensure compliance with standards.
- Effectively worked with multiple stakeholders across Talent, Business.
- Facilitate recruitment processes and handle HR formalities.
Policy Service Officer
Allianz Services India
Trivandrum
12.2018 - 07.2019
- Processed insurance policy applications, endorsements and cancellations accurately and efficiently.
- Reviewed policy documents for completeness and accuracy, ensuring compliance with underwriting guidelines.
- Generated manual letters for customers regarding their insurance policies in Australia, ensuring high customer satisfaction.
- Assisted customers with policy inquiries, coverage explanations and claims processing.
- Collaborated with underwriters and agents to resolve policy-related issues and discrepancies.
Customer Service Representative
WB 21 Digital Bank
Trivandrum
04.2018 - 09.2018
- Provided first-line support to digital banking customers, assisting with account inquiries, transaction issues and technical troubleshooting.
- Resolved customer complaints and escalated complex issues to appropriate departments for resolution.
Technical Consultant
Sutherland Global Services
Kochi
07.2016 - 10.2017
- Provide technical support to customers via phone, email and chat channels, resolving hardware and software issues.
- Diagnose and troubleshoot technical problems related to computer systems, networks and peripherals.
- Resolve network connectivity issues, configure modems, routers and Wi-Fi devices for smooth operation.
- Troubleshoot and install various applications, update operating systems and resolve virus issues.
- Ensure customer satisfaction with prompt, effective tech support.
Education
Valia Koonambaikulathamma College of Engineering -
Valia Koonambaikulathamma College of Engineering
Kerala01.2016
Higher Secondary -
Vimala Hridaya ICSE School
Kerala01.2012
Skills
- Immigration services
- Case analysis
- Documentation management
- Business immigration analysis
- Administrative support
- Client relationships
- Underwriting assistance
- Policy audits
- Data validation
- Process improvement
- Technical troubleshooting
- Customer service
- Complaint resolution
- Technical support
- Customer satisfaction
- Communication
- Leadership
- Teamwork
- Critical thinking
- Time management
- Problem-solving
- Decision making
- Organization skills
- Project management
- Flexibility
- Diligence
- Encouragement
- Collaboration
Technical Skills
- CPP, C, and Java
- HR systems and tools
- MS Office tools
Strengths and Qualities
- Strong project management skills
- Flexibility in thinking and operating style
- Diligence in ensuring accuracy and quality in work
- Encouraging and inspiring people to do their best
- Capacity to adjust and thrive in changing environments
- Collaborating and working well together with the team
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Declaration
I hereby declare that the above written particulars are true and correct to
the best of my knowledge and belief.
Timeline
Associate III - BPM
U.ST
10.2024 - 05.2025
Business Immigration Analyst
Fragomen Immigration Services
12.2021 - 07.2024
Senior Process Executive Voice
Cognizant Technology Solutions
10.2019 - 12.2021
Policy Service Officer
Allianz Services India
12.2018 - 07.2019
Customer Service Representative
WB 21 Digital Bank
04.2018 - 09.2018
Technical Consultant
Sutherland Global Services
07.2016 - 10.2017
Valia Koonambaikulathamma College of Engineering -
Valia Koonambaikulathamma College of Engineering
Higher Secondary -
Vimala Hridaya ICSE School
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