Bharti Singh

Responsibilities:

• Leading and supervising team in technical service desk and PC corporate team.
• Helping and assigning work to team members to ensure timely and effective response to user needs.
• Attending clients calls and all priority 1 bridges to avoid escalations
• Helping L3 team regarding troubleshooting
• Managing higher level of escalations from clients and do RCA on escalated Incidents.
• Taking care of service level, Average Handling time (AHT), Average speed Answer (ASA) , First call resolution (FCR), P1 and P2 response SLA.
• Open bridges in time of P1 outages and sends notification to all clients and make sure all concerned team should be involved without any delay.
• Managed allocation of resources within team, provided guidance support and performance management to team members
• Monitor and evaluate team performance, conducting regular performance reviews. Handle customer inquiries, complaints, and feedback, resolving issues to ensure customer satisfaction.
• Taking care of Roster as per forecast and availability of agents.
• Train and onboard new team members, providing ongoing coaching to enhance performance.
• Coordinate staff schedules, breaks, and ensure optimal staffing levels during peak hours.
• Implement and enforce company policies, procedures, and standards for service quality.
• Collaborate with upper management to implement strategies for improving service desk efficiency.
• Coordinated with vendors for software updates, maintenance contracts, as well as hardware purchases or replacements when needed

Worked as a Senior Associate on a project (Google Account Recovery)for Accenture Solution Pvt Ltd

Responsibilities :

• Proficient in Account Recovery Investigation System (ARIS)
• Audit all Account Recovery Request of new joiners and team members
• Providing chat and email support to resolve user problems with Google
• Manage end shift data and send daily report to manager and shift leads
• Track daily, weekly and monthly report of matrix
• Send daily emails of process improvement plans taken by client
• Working on project (Google Account Recovery)for Accenture Solution Pvt Ltd
• Present monthly performance date to shift leads
• Identified process improvements and made recommendations to streamline process
• Identify and escalate user reported issues to team lead.

Joined as a Medical Claim Analyst and working in the first Party paid expenses reconciliation process for Canadian Captive

Responsibilities:

• Primary responsibilities includes Paying all claims as per its Policy and according to their Benefit Plan, Calculate right amount as per claimed Amount
• Identifying all Policies and Guidelines for specific claim
• Identifying all previous adjustments needs to be done
• Presenting Monthly Performance of Team in Monthly Basis
• Ensuring all Payment and Services Paying in accurate Manner
• Preparation / submissions of various Quality Report in Weekly manner
• Do Mentoring to New Batch and Audit their Claims.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
• Increased customer satisfaction by analyzing feedback and implementing necessary changes