Dinesh Joshi
Hyderabad
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how.
Overview
16
16
years of professional experience
Work History
Service Delivery Leader
Optum Global Solutions
03.2023 - Current
- Leading Hyderabad site with a span of 250 agents in US Insurance Claims Processing.
- Monitored performance metrics to ensure service level agreements were met or exceeded.
- Provided leadership for a team of service delivery professionals, ensuring successful completion of assigned tasks and projects.
- Developed and implemented processes to improve customer satisfaction and reduce operational costs.
- Coordinated with stakeholders to define objectives, scope and timeline of service delivery initiatives.
- Resolved escalated issues in a timely manner while maintaining customer satisfaction levels.
- Established procedures for tracking progress on service delivery projects.
- Created strategies to increase operational efficiency across the organization's service delivery functions.
- Conducted regular meetings with team members to review project status and discuss any potential risks or challenges.
- Analyzed current processes and identified areas of improvement that would benefit customers and staff alike.
- Participated in cross-functional teams to develop new approaches for delivering services more efficiently.
- Recognized necessary areas for skill enhancement and provided support.
- Oversaw the development of detailed reports outlining performance metrics related to service delivery operations.
- Evaluated customer feedback surveys on a regular basis to identify areas needing improvement in terms of quality control or customer experience.
- Implemented best practices for managing complex projects involving multiple stakeholders from different departments.
- Collaborated with other departments within the organization to ensure all activities are properly coordinated when it comes to delivering services.
Service Delivery Manager
Optum
Hyderabad
03.2021 - 03.2023
Deputy Manager
Optum Global Solutions
07.2017 - 02.2021
Assistant Manager
Optum Global Solutions
02.2014 - 06.2017
Subject Matter Expert
Optum Global Solutions
03.2011 - 01.2014
Process Associate-Operations
Optum Global Solutions
05.2009 - 02.2011
Education
B.Sc. (HHA) -
NCHMCT
01.2007
Intermediate -
CBSE Board
01.2003
Matriculation -
CBSE Board
01.2001
Skills
- Cost-reduction strategies
- Problem-solving aptitude
- Performance Management
- Strategic planning
- Change Management
- Operational Efficiency
Personal Information
Date of Birth: 11/22/85
Languages
- English
- Hindi
Training
- AHM-250 (course provides a comprehensive overview of healthcare delivery in the United States)
- Fundamentals of Health Insurance, Part A
- Six Sigma Green Belt Training
- Manager Alpha
- Situational Leadership
- Situational Leadership-II
- Yellow Belt
Accomplishments
- SuperHero
- ServiceHero
- Leadership Awards on multiple ocassions
Timeline
Service Delivery Leader
Optum Global Solutions
03.2023 - Current
Service Delivery Manager
Optum
03.2021 - 03.2023
Deputy Manager
Optum Global Solutions
07.2017 - 02.2021
Assistant Manager
Optum Global Solutions
02.2014 - 06.2017
Subject Matter Expert
Optum Global Solutions
03.2011 - 01.2014
Process Associate-Operations
Optum Global Solutions
05.2009 - 02.2011
B.Sc. (HHA) -
NCHMCT
Intermediate -
CBSE Board
Matriculation -
CBSE Board
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