Dhanush S

• Handling customer and hotel escalations by using live chats, mails, and calls.

• Worked in semi-voice and ticketing process.

• Managed booking processes, including modifications and cancellations, ensuring, accuracy in systems.

• Managed and coordinated communication between multiple internal teams (Sales Team, Internal teams, City teams) and external stakeholders (Hotel Partners, Travel Agents, Corporate Admins).

• Troubleshooting issues regarding the central Reservation system.

• Follow up on payments with Admin, SPOC.

QUALITY ANALYST

As a Quality Analyst, I used to handle 50 tickets daily. My role was crucial in ensuring high standards of quality.

• Regular Audits: Conduct periodic audits of tickets nearly1000 tickets every month, such as booking confirmations/modifications, SPOC inquiries, call audits to ensure compliance with quality standards.

• Issue Identification: Diagnosed and rectified agent errors through the implementation of a comprehensive review process, resulting in a notable reduction in client escalations.

• Root Cause Analysis: Perform root cause analysis on recurring issues to understand underlying problems and propose solutions.

• Constructive Feedback: Provide actionable feedback to team members based on their email quality to improve their performance and accuracy of process.

• Quality Reports: Prepare detailed reports on quality metrics, and areas for improvement, and present these findings to management.

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Work Responsibilities in Cognizant:

• Provider credentialing
• Execute applications and track process for new State medical licenses for
  providers.
• Collaborate with insurance companies and process enrollments into Medicare and Mass Health.
• Maintains appropriate CME requirements for each State license for individual physicians.
• Resolve contracting issues with credentialing and continually initiate system and process improvements.