Johnsee Raani

• Handle inbound and outbound calls for international providers, addressing inquiries and resolving issues related to healthcare services.
• Provide accurate information about healthcare plans, eligibility, insurance benefits, claims, Authorizations and appeal.
• Document customer interactions and update information in the system accurately and resolve escalations.
• Ensure compliance with HIPAA and other regulations.
• Managed high-volume calls, consistently met and exceeded performance targets beyond expectations.

Have worked across various process within ADS (Alexa Data Servies) such as Data Transcription, Annotation, GSR (Goal Success Rate), Data labeling and quality assessment of alexa responses and rating.

• Collaborated with other departments to enforce data accuracy and enhance productivity.
• Taken Ownership and worked on projects that helped scale up quality and data efficiency for various Echo devices on News Workflow and Error Proofing.
• Lead the team productivity and quality improvement, maintained reports on team performance, Shrinkage and SLA management as a Team Lead.
• Trained a bunch of new hires on the process conventions and workflows.
• Achieved Star Performer and Extra Mile Award for impeccable performance.

• Coordinated timely responses to online customer communication and resolved complex issues via voice, chats and email to both domestic and International customers.
• Provided quick resolution to highly escalated queries of customers adhering to the policies.
• Maintained lowest RCR (Repeat Call Rate) through out and continued achieving highest customer satisfaction score.
• Recognized and achieved Extra Mile Award for consistency in performance.