Hepsibaraj X
Chennai
Summary
Responsible for comprehensive data validation and report maintenance while ensuring accurate data entry across all systems. Provided process training to new team members and colleagues to maintain operational standards. Actively collaborated with stakeholders and project trainers to stay current on process updates and improvements. Consistently delivered high-quality work and maintained excellent performance standards throughout multiple quarters.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Operations Associate
Opendoor
06.2022 - Current
- Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
- Reduced overhead costs through effective resource allocation and budget management.
- Managed staff workload distribution ensuring optimal coverage during peak periods maintaining high service levels.
- Spearheaded process improvement initiatives that resulted in increased efficiency, cost savings, or greater customer satisfaction levels.
- Data Validation & Management: Ensured accuracy and integrity of data through systematic validation processes and comprehensive report maintenance
- Data Entry & Documentation: Maintained precise data records and generated detailed reports for stakeholder review
- Training & Development: Conducted process training sessions for new hires and team members to ensure operational consistency
- Stakeholder Communication: Collaborated with stakeholders and project trainers to stay updated on process improvements and policy changes
- Quality Assurance: Consistently maintained high-performance standards and delivered quality work throughout all quarters
- SLA Compliance: Achieved 100% Service Level Agreement adherence with zero missed deadlines throughout tenure
- Quality Control: Conducted comprehensive QC audits for team members to ensure process compliance and performance standards
- Team Leadership: Led team building initiatives to enhance collaboration, morale, and overall team effectiveness
Senior AR Caller (Overpayments)
Access Healthcare
01.2020 - 06.2022
- Overpayment Identification & Analysis: Identify, investigate, and analyze overpayments from insurance companies, patients, and third-party payers to determine root causes and appropriate resolution methods.
- Refund Processing & Documentation: Process refund requests, prepare refund checks, and maintain detailed documentation of all overpayment transactions while ensuring compliance with regulatory requirements.
- Insurance Communication & Follow-up: Contact insurance carriers, Medicare/Medicaid, and other payers via phone and written correspondence to resolve overpayment discrepancies and negotiate payment adjustments.
- Account Reconciliation & Reporting: Reconcile patient accounts, update payment records in billing systems, and generate comprehensive reports on overpayment trends and resolution status for management review.
- Regulatory Compliance & Audit Support: Ensure all overpayment handling complies with healthcare regulations, maintain audit trails, and provide documentation support during compliance audits and reviews.
- Team Leadership & Training: Mentor junior AR staff, provide guidance on complex overpayment cases, and collaborate with billing teams to implement process improvements and reduce future overpayment occurrences.
CUSTOMER SUPPORT EXECUTIVE
Yes Bank Ltd
02.2018 - 01.2020
- Customer Query Resolution: Handle inbound customer calls, emails, and chat inquiries regarding banking products, account services, transaction disputes, and general banking assistance while maintaining high service quality standards.
- Account Management & Support: Assist customers with account opening, closure, balance inquiries, statement requests, cheque book orders, and provide guidance on digital banking platforms and mobile app usage.
- Product Sales & Cross-selling: Promote and explain YES Bank's financial products including savings accounts, credit cards, loans, insurance, and investment services to existing and potential customers based on their needs.
- Complaint Handling & Escalation: Document, investigate, and resolve customer complaints related to banking services, ATM issues, online banking problems, and escalate complex cases to appropriate departments for timely resolution.
- KYC Compliance & Documentation: Verify customer identity, update KYC documents, ensure regulatory compliance, and maintain accurate customer records in the bank's CRM system while adhering to RBI guidelines.
- Performance Targets & Reporting: Meet daily/monthly targets for call handling time, customer satisfaction scores, product sales, and prepare regular reports on customer feedback, service metrics, and process improvements for management review.
Education
B.A. - HISTORY & TOURISM
Stella Maris College
01.2015
H.S.C - undefined
Seva Sadhan Higher sec. school
01.2012
S.S.L.C - undefined
Seva Sadhan Higher sec. school
01.2010
Skills
- Highly skilled at relationship building with clients and across organizations and teams
- Highly skilled in tracking details, communicating deadlines, and following-up with internal and external partners to ensure on-time completion within budget
- Motivated self-starter with experience in Marketing and Customer Relations, Proven ability to work with difficult situations and provide a high level of service to clients
- A highly organized and friendly professional, able to establish long-term, positive and fun relationships with clients, co-workers and outside resources
- Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic
- Microsoft Office & PowerPoint Presentation
- HTML
- Good Knowledge in MS Excel
- Google Suite
- Meeting deadlines
Accomplishments
- Many Prizes and Medals in Sports during School Competition.
- Certificate in participating Karate(District level), Badminton(State Level) competition in school..
Certification
Certificate in Seminar for Good Communicator (Voice Accent) and in Hotel Management.
COMPUTER LANGUAGES KNOWN:
Microsoft Office & PowerPoint Presentation
HTML
Good Knowledge in MS Excel
Google Suite
Languages known : ENGLISH, TAMIL, HINDI
EXTRA-CURRICULAR:
Book Reading and Learning new Languages. Shuttle, Karate, Craftworks etc…
PERSONAL PROFILE :
- Date of birth : 15.03.1995
- Father Name : R.XAVIER
- Personal Qualities : Quick learner, Positive attitude, Strong Competitor, Team Player and self-confidence.
Disclaimer
I hereby declare that the above details furnished are true to the best of my knowledge and belief. Place : Chennai Date
Hobbies and Interests
Learning about Innovative ideas and information., International Voice, Client Advisory and Services..
Music
Book Reading and Learning new Languages
Shuttle, Karate, Craftworks etc
Timeline
Senior Operations Associate
Opendoor
06.2022 - Current
Senior AR Caller (Overpayments)
Access Healthcare
01.2020 - 06.2022
CUSTOMER SUPPORT EXECUTIVE
Yes Bank Ltd
02.2018 - 01.2020
H.S.C - undefined
Seva Sadhan Higher sec. school
S.S.L.C - undefined
Seva Sadhan Higher sec. school
B.A. - HISTORY & TOURISM
Stella Maris College
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