Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Bhumika Arora

Bhumika Arora

Noida

Summary

Driven to help business leaders implement and enforce successful policies promote service and operational excellence. Highly experienced with best practices and regulatory requirements. Excellent financial sense, operations knowledge and leadership skills.

Overview

8
8
years of professional experience

Work History

Assistant Manager - Operations

Optum Global Solutions
Noida
12.2022 - Current
  • Leading a team of 20 claims representatives, defining standards, and determining goals or objectives, In order to provide exceptional provider experience.
  • Facilitated team meetings to discuss complex cases, share best practices, and coordinate multi-disciplinary response strategies.
  • Prepared detailed reports on claim status and activities for management review.
  • Maintained accurate records of all claim activities including payments, denials and appeals.
  • Conducted regular audits of the department's performance metrics to ensure accuracy & timely resolution being provided to providers, and successfully meeting Analyst TAT of 1.8 days against the target of 3 days.
  • Ensuring the case closures to be done within 30 days and successfully achieved 95% against the target of 94% along with maintaining 100% end-to-end quality.
  • Involved in Weekly and monthly performance reviews with onshore partner (United Healthcare Group) to implement best practices within the team to meet monthly KPIs.
  • Successfully ran a project on Employee engagement activities in 2023 and currently a part of Philippines SMILE team with ongoing best practices on employee engagement.
  • Motivated team members to maintain targeted turnaround time to obtain processing goals.
  • Monitored objectives to determine effectiveness of workflows, facilitating training, and mentoring for improvement.

Team Lead-Operations (Make My Trip)

Ienergizer IT Services Pvt Ltd
Noida
04.2022 - 12.2022
  • Leading a team of 18 customer service representatives, defining standards, and determining goals or objectives, In order to provide exceptional customer service.
  • Impactful Queue monitoring to ensure maximum utilization.
  • Worked on FCR, Ensuring Accurate Turn around time amongst the advisors, to reduce 9% repetition of customers.
  • Controlling attrition and shrinkage, delivered and maintained 95% schedule adherence.
  • Recommend best practices to meet service level agreements of 90% by reducing AHT peak hours and ensuring advisors are occupied on calls.
  • Implemented procedural and SOP changes by collecting customers' feedback that increased customer satisfaction and reduced the booking cancellation by 70%.
  • Monitor random outbound calls to improve the quality of call interactions, minimize errors and deliver a high-quality service.
  • ACPT analysis on D-sat cases, and significantly improved satisfaction scores from 75% to 81% by delivering targeted training to handle the complex issue quickly and de-escalate complaints.
  • Performance review with clients on a weekly and monthly basis to manage transparency in the process and to find shortcomings beforehand with data drove approach.

Team Lead-Operations (TATA 1MG)

Ienergizer IT Services Pvt Ltd
Noida
08.2019 - 12.2021
  • Responsible for leading a team of 25 advisors and assisting them with their problems and customer-related queries.
  • Ensured compliance with company policies and procedures throughout the team.
  • Taking care of calls, chats and social media escalations. Conducting Daily catch-ups with the team for resolving any blockers, improving processes on the floor and making sure everyone is onboarded to achieve end goals.
  • Accurately plan slot-wise resources to avoid chat abandonment. Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients.
  • Timely follow-ups on escalations for better customer experience and 6% reduction in repeat & dis-satisfaction.
  • ACPT analysis on D-sat cases, and significantly improved satisfaction scores from 63% to 78% by delivering targeted training to handle the complex issue quickly and de-escalate complaints.
  • Maintaining Shrinkage, Schedule adherence & attrition. Planning and executing regular refresher training for the advisors to improve end-process quality.

Senior Customer Support Executive

Ienergizer IT Services Pvt Ltd
Noida
02.2016 - 11.2016
  • Responding to live chats professionally and promptly to customer queries/complaints.
  • Follow up to ensure that appropriate actions were taken on customer requests.
  • Meeting monthly KPIs and worker towards customer satisfaction to attain set targets.
  • Floor supervision, maintaining team performance report (Quality and Product knowledge checks)

Data Entry Operator

Department of Biotechnology (DBT), Ministry of Science & Technology, Govt. Of India.
New Delhi
  • Maintained confidentiality of sensitive information while entering data into system.
  • Drafting of project proposals.
  • Assist in processing, reviewing and implementing research & development proposals.
  • Processing of R&D proposals received by the medical biotechnology division, with respect to task force meetings and subsequent processing for financial sanctions.
  • Coordinate with task force & expert committee meetings in areas of cancer & Tuberculosis research/Dengue research & preparations of agenda & Minutes, Action taken report etc.
  • Analysis of plans and budgets & Preparations of sanction orders using the central plan scheme monitoring system for funding purposes.

Education

MBA - Human Resource And Industrial Relations

Amity University
Noida, UP
03-2022

Bachelor of Arts -

Delhi University (SOL)
New Delhi, DL
06-2017

Diploma in Office Management -

YMCA
New Delhi, DL
07-2014

Skills

  • Standard Operating Procedures
  • Operational Efficiency
  • Operational planning
  • Process Improvement
  • Employee performance evaluation
  • New Employee Hiring

Languages

English
First Language
Hindi
Proficient (C2)
C2

Timeline

Assistant Manager - Operations

Optum Global Solutions
12.2022 - Current

Team Lead-Operations (Make My Trip)

Ienergizer IT Services Pvt Ltd
04.2022 - 12.2022

Team Lead-Operations (TATA 1MG)

Ienergizer IT Services Pvt Ltd
08.2019 - 12.2021

Senior Customer Support Executive

Ienergizer IT Services Pvt Ltd
02.2016 - 11.2016

Data Entry Operator

Department of Biotechnology (DBT), Ministry of Science & Technology, Govt. Of India.

MBA - Human Resource And Industrial Relations

Amity University

Bachelor of Arts -

Delhi University (SOL)

Diploma in Office Management -

YMCA

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Bhumika Arora