Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
BusinessAnalyst
Hetal Lakhani

Hetal Lakhani

Hyderabad

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager-HR & QA

Parul University
Vadodara
01.2023 - Current
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assigned work and monitored performance of project personnel.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Implemented new procedures or systems to improve efficiency within the organization.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Implemented training processes for newly hired employees and supervised roster planning and shift planning.
  • Resolved conflicts between team members in an effective manner.
  • Assisted with developing and implementing marketing strategies to improve sales and profitability.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Executive-Training & Quality Assurance

Parul University
Vadodara
01.2021 - 01.2023
  • Implemented strategies to take advantage of new opportunities.
  • Maintained accurate records and files pertaining to departmental areas of responsibility.
  • Collaborated with team members to create a comprehensive social media strategy.
  • Gathered data for market research projects and analyzed findings to make recommendations.
  • Compiled weekly reports on customer feedback and satisfaction ratings.
  • Analyzed key performance indicators to identify effective strategies.
  • Created status reports on operational activities.
  • Organized handbook and course documentation for new joiners.
  • Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
  • Created assessments to evaluate the effectiveness of training programs.

Business Development Executive

Parul University
Vadodara
11.2020 - 01.2021
  • Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
  • Reviewed applications, evaluated transcripts, and made decisions regarding admission status.
  • Collaborated with financial aid, education and career services departments to achieve student enrollment targets.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Optimized profitability by developing pipeline of prospects using multiple research, referral and sales strategies.
  • Used excellent verbal skills to engage students/parents in conversation and effectively determine needs and requirements.
  • Prepared reports summarizing progress made towards achieving organizational goals related to new academic sessions.

Revenue Cycle Officer

IKS Healthcare
Hyderabad
05.2019 - 12.2019
  • Generated daily, monthly, quarterly reports on key performance indicators such as collection rates, denial rates.
  • Assessed patient insurance coverage and eligibility, verified demographic information, and collected copayments.
  • Analyzed trends in claim denials and identified areas for process improvement to prevent future denials.
  • Prepared monthly financial statements for review by senior management team.
  • Worked closely with other departments to resolve issues related to billing or reimbursement practices.
  • Communicated effectively with payers via telephone or email regarding claim status inquiries.

Technical Support Representative

Dell International Pvt Ltd
Hyderabad
06.2015 - 07.2017
  • Provided technical assistance to customers through phone, email and chat support.
  • Participated in special projects as assigned by management team.
  • Identified potential areas for improvement in existing products or services.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Resolved escalated customer service issues in a timely manner.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Assessed customer needs to provide assistance and information on product features.
  • Engaged customers in friendly, professional dialogue to determine needs.

Customer Support Representative

Unisys India Pvt Ltd
Hyderabad
02.2013 - 08.2014
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Liaised with quality assurance teams to test new software and hardware solutions.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
  • Performed quality assurance checks on all customer support tickets handled.
  • Documented, tracked and monitored customer issues in CRM to foster resolution.
  • Identified needs of customers promptly and efficiently.

Education

Bachelor of Science - Electrical, Electronics And Communications Engineering

VITAE
Hyderabad
05-2012

Skills

  • Employee Scheduling
  • Employee Performance Evaluations
  • Recruiting and Interviewing
  • Operations Management
  • Customer Relationship Management (CRM)
  • Microsoft Office Expertise
  • Orientation and Training
  • Business Development
  • Staff Management
  • Business Development Understanding
  • Business Administration
  • Negotiation
  • New Hire Training
  • Group and Individual Instruction
  • Subject Matter Expertise
  • Training Needs Analysis
  • Career and Educational Counseling
  • Registration Processes
  • Student Counseling
  • Customer Service
  • Application Support
  • Inventory Auditing
  • CRM Software
  • Quality Controls
  • Pivot Tables
  • Data Validation

Certification

  • PG Diploma Certification in Data Analytics-2018

Languages

Gujarati
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Telugu
Intermediate (B1)
B1

Timeline

Assistant Manager-HR & QA

Parul University
01.2023 - Current

Executive-Training & Quality Assurance

Parul University
01.2021 - 01.2023

Business Development Executive

Parul University
11.2020 - 01.2021

Revenue Cycle Officer

IKS Healthcare
05.2019 - 12.2019

Technical Support Representative

Dell International Pvt Ltd
06.2015 - 07.2017

Customer Support Representative

Unisys India Pvt Ltd
02.2013 - 08.2014

Bachelor of Science - Electrical, Electronics And Communications Engineering

VITAE

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Hetal Lakhani