Banti Deka
IMerit Technology Services
Kolkata
3
Languages
1
Certification
10
Years of experience
Experience: 7 years of total experience, with 5 years in Customer Service Management. Experienced Senior Associate with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency. Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.
Work History
1 Year 10 Months
11.2024 - Current
1 Year 10 Months
Senior ITES Executive
IMerit Technology Services | Kolkata, WB
11.2024 - Current
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
3 Years
11.2021 - 11.2024
3 Years
Senior Associate
Sunknowledge Services Inc.
11.2021 - 11.2024
- Applied HIPAA privacy and security regulations while handling patient information.
- Charged expenses to accounts and cost centers by analyzing invoice and expense reports.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Submitted appeals using provider portals and phone communication.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
- Submitted electronic claims to various insurance carriers.
- Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
5 Years 3 Months
08.2016 - 11.2021
5 Years 3 Months
Senior Associate
Wipro | Kolkata
08.2016 - 11.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Intermediate - Language Arts Education
Tezpur College, Tezpur | 01-2005
St. Joseph's High School | 01.2003
Skills
Customer Service Management
Conflict Resolution
Process Excellence
Revenue Cycle Management
Medical Billing
Accounts Receivable (AR)
Customer Escalation Management
Quality Assurance
Certification
Web Centric Curriculum - NIIT Limited
Professional Highlights
Had always received client appreciation for over achieving target. Delivered and achieved 130% on target for 2 consecutive years.
Accomplishments
- Star Performer for last 6 months upon delivering and over achieving target
- Received CEO appreciation from clients and Organization via email.
Languages
Assamese
English
Hindi
Timeline
Senior ITES Executive
IMerit Technology Services
11.2024 - CurrentRead more
Senior Associate
Sunknowledge Services Inc.
11.2021 - 11.2024Read more
Senior Associate
Wipro
08.2016 - 11.2021Read more
St. Joseph's High School - ,
Read more
Tezpur College, Tezpur - Intermediate, Language Arts Education
Read more
Languages
4,B2,6,C2