Daniel Vijay Kumar Vemula

Transdyne IT Services|San Diego, CA | Healthcare IT Services
(parent company)

Led specialized bridge team to synchronize business processes and coordinate critical workflows between India and USA offices.

Key Achievements & Responsibilities:
• Operations Management: Managed daily operations and monitored KPIs across multiple departments ensuring 99% operational efficiency and SLA compliance
• Cloud Applications Monitoring: Monitored Azure-based applications, maintaining 99.9% system uptime and optimal performance metrics
• Escalation Management: Served as primary escalation point for high-priority client cases, achieving 100% SLA compliance and reducing resolution time by 35%
• Data Analysis & Reporting: Analyzed support ticket trends, identified recurring issues, and implemented proactive solutions resulting in 25% reduction in tickets
• Volume Management & Quality Assurance: Performed regular volume cross-checks and quality assurance protocols maintaining 99.5% data accuracy
• Application Support: Provided real-time basic support for mobile application, ensuring seamless user experience and customer satisfaction
• Cross-functional Leadership: Coordinated with department managers and cross-functional teams to achieve operational goals and strategic objectives
• Process Documentation: Developed comprehensive SOPs, user manuals, and knowledge base documentation improving team efficiency by 30%
• Business Intelligence: Generated MIS reports and KPI dashboards from database systems for executive decision-making
• Team Development: Recruited, trained, and mentored support personnel while managing workforce requirements and performance metrics
• Data Management: Managed EMR/EHR content updates and file format conversions for healthcare documentation compliance

• Complied with established internal controls and policies.

Key Achievements & Responsibilities:

• Client Communication: Managed multi-channel customer communications (calls, emails, chat) ensuring 95% customer satisfaction scores
• Issue Resolution: Created and escalated priority tickets while coordinating with internal departments for timely resolution, achieving 98% first-call resolution rate
• STAT Request Management: Handled urgent STAT requests with 100% on-time delivery within prescribed timeframes
• Process Optimization: Identified operational bottlenecks and implemented corrective measures reducing time losses by 20%
• Cross-functional Liaison: Served as primary liaison between clients and internal teams facilitating seamless communication and project delivery
• Departmental Coordination: Streamlined inter-departmental communication enhancing customer needs understanding and accelerating problem resolution
• CRM Management: Developed comprehensive client profiles improving follow-up efficiency by 40% and customer experience metrics
• Strategic Planning: Participated in strategic planning sessions contributing to innovative service improvement strategies and best practices implementation

Key Achievements & Responsibilities:

• Managed inbound calls and Outbound calls as per requirement.
• Customer Issue Resolution: Resolved complex customer complaints through empathetic communication achieving 90% client retention rate and increased repeat business
• Customer Satisfaction Enhancement: Increased customer satisfaction scores by 25% through proactive issue resolution and accurate service delivery
• Client Support Services: Delivered comprehensive support for product inquiries and service requests across multiple communication channels
• Performance Tracking: Maintained detailed ticketing systems monitoring case volumes, resolution metrics, and service delivery performance