SQL (Database querying and data validation) Microsoft Office Suite Excel (Advanced, including VBA and Macros) PowerPoint Word Power BI (Data visualization and reporting) Salesforce (CRM administration and support) Genesys Cloud (Cloud Contact Center administration) Azure Cloud (Basics, ServiceNow integration) ServiceNow (Basic navigation and ticketing support)
DEJIANLUNGLIU AK SARAH
Pune
Summary
Results-driven Operations Consultant with a proven track record in enhancing customer experience and operational efficiency at Altera Digital Health. Skilled in SQL, VBA, Azure Cloud, and Power BI, with expertise in process optimization, cost reduction, and workflow management. Excel in problem-solving, communication, and strategic planning to deliver impactful operational improvements.
Overview
10
10
years of professional experience
8
8
Certification
Work History
Operations Consultant (Administrative Level)
Altera Digital Health
Pune
07.2022 - Current
- Designed and facilitated internal training programs for operational processes and new hires.
- Managing 24/7 customer support
- Developed SOPs, training manuals, and e-learning content to standardize knowledge sharing.
- Conducted calibration and coaching sessions to uplift support teams' technical and customer service skills.
- Led cross-functional workshops to implement workflow improvements, enhancing team productivity.
- Designed data collection and reduction to draw conclusions from operational, notional and simulated data sets.
Senior Quality & Compliance Associate
Emeritus
Mumbai
10.2021 - 02.2022
- Boosted data quality by 27% within three months.
- Conducted soft-skills training to elevate customer engagement.
- Implemented proofing systems ensuring 100% regulatory compliance.
- Led risk assessments and compliance-driven operations.
- Issued clear warnings to violators, outlining infractions, penalties and remediation steps.
- Investigated customer complaints related to compliance issues.
- Evaluated applications and associated documentation to determine eligibility.
Support Consultant
Allscripts
Pune
02.2016 - 06.2021
- Company Overview: Health Care IT. Core role: Provided technical support to customers via phone, email, and live chat.
- Managed 24/7 support operations, overseeing daily, weekly, and monthly reporting activities to ensure consistent performance and customer satisfaction.
- Managed 24/7 technical support operations with outstanding QA performance (95%+).
- Trained and supervised 15+ team members, enhancing service levels.
- Investigated escalated technical issues, enhancing app reliability and customer experience.
- Performed SQL data validation for healthcare data compliance.
Business Analyst Associate
Credence Resource Management
Pune
06.2015 - 02.2016
- Company Overview: Collection Agency. Core role: Accounts and Debt Management Firm.
- Involved in end-to-end processes to improve cycle time by 30% to 40%.
- Actively worked with U.S. AT&T's collection process.
- Managed high-volume inbound and outbound calls to assist customers with account inquiries, payment arrangements, and dispute resolution.
- Improved collection cycle times by 30–40%.
- Delivered high-quality customer service while ensuring HIPAA compliance.
- Handled high-volume client interactions with zero CSAT issues.
Education
Bachelor of Nursing - Health Care Management
Asian Institute of Nursing Education
Mumbai, India04.2015
Skills
- Project & Operations Management
- Process Improvement & Cost Reduction
- Cross-Functional Leadership
- Data Analysis (SQL, Power BI)
- CRM & Salesforce Administration
Core Competencies :
- Training & Development
- Compliance & Risk Management
- Workflow Design & Optimization
- Critical Thinking & Problem Solving
- Exceptional Communication & Decision-Making
Certification
- VBA Macros Development (Udemy)
- Power BI (Beginner to Advanced)
- Azure – ServiceNow Integration
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Genesys Cloud Administration
- Salesforce CRM
- Ongoing: Data Analyst Training
Volunteer Experience
- Community services as a part of give back day collaborated by current organization.
- Free Yoga workshops in collaboration with Decathlon and fitness clubs.
- Conducted regular first aid workshops and demonstrations to equip individuals with the knowledge and skills to handle medical emergencies.
Languages
- Naga/Manipuri : First Language, English :C2, Hindi :B2, Assamese : B2, Bengali: B1
Affiliations
- Sports: Represented companies in table tennis, football, badminton, and cricket
- Pageants: 9 state/regional titles, and 1 national title holder
- Public Speaking and Hosting: Large-Scale Audience Events
- Yoga Instructor: Freelance workshops with Decathlon and local clubs
- Community Volunteering: First Aid Workshops, Emergency Response Training, such as CPR, and sports injury management
Professional Summary and Career Objective
Dynamic and passionate Corporate Trainer and Operations Consultant with a strong focus on learning facilitation, staff development, and customer training programs across diverse industries. Highly ambitious, growth-driven, and committed to continuous learning, I thrive on new challenges and opportunities to expand my expertise and deliver impactful results
Timeline
Operations Consultant (Administrative Level)
Altera Digital Health
07.2022 - Current
Senior Quality & Compliance Associate
Emeritus
10.2021 - 02.2022
Support Consultant
Allscripts
02.2016 - 06.2021
Business Analyst Associate
Credence Resource Management
06.2015 - 02.2016
Bachelor of Nursing - Health Care Management
Asian Institute of Nursing Education
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of [Number] in the development of [Project name].
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsCompany Culture4-day work weekQuote
Remember that not getting what you want is sometimes a wonderful stroke of luck.
Tenzin Gyatso, Fourteenth Dalai Lama
Software
Languages
NAGAMESE
Native language
English
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Assamese
Intermediate (B1)
B1
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