Jaison C
Coimbatore
Summary
Results-oriented IT Management Consultant with over 7 years of expertise in operational excellence and organizational development. Proven ability to leverage tools such as ServiceNow and Jira to enhance project outcomes. Successfully directed a team of 20, ensuring flawless quality in deliverables through strategic operational improvements. Committed to continuous professional growth with a focus on optimizing efficiency and quality.
Overview
10
10
years of professional experience
Work History
Senior Operations Consultant
QENIT SOLUTIONS PVT LIMITED
Bengaluru
09.2022 - 10.2024
- Coordinated cross-functional teams to improve operational processes.
- Monitored progress against established goals and objectives for the team's projects.
- Provided technical support for system upgrades or changes impacting operations teams. (Assisting with P2T (Production to Test) migration operations.)
- Developed and implemented onboarding process for new hires.
- Assisted with the recruitment process by scheduling interviews, conducting background checks and preparing offer letters.
- HR Operations for New-Hired Employees, Recruitment and Staffing, Employee Relations, and Performance Management.
- Managing a team of 20 Technical Support Officers.
- Managed SLAs and OLAs effectively.
- Utilized ServiceNow and Jira to manage ticket lifecycles, ensuring accurate status updates.
- Compiled information into client-specific presentations based on Oracle document versions 24A, 24B, and 24C.
- Created reports, manuals, and correspondence for leadership management.
- Managed attendance and attrition effectively.
- Distributed tickets among analysts.
- Monitored key performance indicators to improve operational efficiency.
- Addressed job performance issues with employees to identify root causes.
- Handled organizational assets including laptops and accessories.
- Maintained clear communication channels, thorough documentation, and high standards of QA.
- Ensured successful project delivery by managing all phases from initiation to completion.
- H1B CAP 2023 petitioner confirmed on June 7, 2022 with application No. 62866.
Senior Process Executive
Cognizant technology solutions India Private Ltd, Coimbatore
Coimbatore
02.2021 - 09.2022
- Developed and implemented process improvements to ensure efficient workflow.
- Currently handling processes like duplicate scenarios and MSP (Multiple Surgery Pricing) for CRU (Claims Recovery Unit).
- Assessed insurance claims to determine eligibility for cash settlements, denial, or negotiations.
- Evaluate all claims and policy information, investigate all details for the insured client for various lines of business, and ensure applicable coverage for the individual.
- Perform quality audits for previously adjusted claims.
- Develops and implements a quality system process.
- Handled internal inquiries for coaching assistance through the SME queue, office communicator, and email.
- Implemented standards and methods to measure the performance and resolution quality of the production support analyst.
- Analyzed and distributed COB third-party liability claims.
HC & Insurance Ops Associate for U.S Based Health
Ntt Data Services
Coimbatore
05.2016 - 01.2021
- Provided customer service support for inquiries, complaints, and returns.
- Generating opening and closing inventory for the team.
- Hands-on experience in the production process, assigning indexed tasks to the application.
- Delivering the business requirements from the client side within the timeframe.
- Conducting weekly CS and monthly FC training for the team, as well as training for other teams inside the organization.
- Deliver 100% production and quality to the management.
- Facilitates process improvement meetings along with the respective team in a domain to achieve the desired results.
- To provide the monthly management report on time.
- Training sessions for different teams in the organization.
- Develop a schedule to assess training needs.
- Track and compile the collected data.
- Conceptualize training materials based on data and research.
- Certified training Champion.
Disaster Management Professional
Nilgiris Collectorate
Nilgiris
07.2015 - 03.2016
- Developed and implemented disaster management plans for vulnerable communities.
- Created evacuation protocols in response to emergency situations.
- Organized training programs to educate citizens on safety procedures during a crisis.
- Installed Early Warning Systems and Rain Gauge Monitoring devices in Ooty.
Program Analyst
Living Jesus TV, Coonoor
Nilgiris
06.2014 - 06.2015
- Developed and maintained a database of program information to track progress and identify areas for improvement.
- Served as program analyst, scheduler, and secretary for the channel.
- Provided technical support during the implementation phase by troubleshooting any issues that arise along the way.
- Performed quality assurance to assess data and validate results.
- Executed various tasks to support the identification of trends through data analysis.
Education
Master of Science - Computer Science
Kongunadu College of Arts And Science (Autonomous)
Coimbatore09-2014
Bachelor of Science - Computer Science
SNS College of Arts And Science (Autonomous)
Coimbatore03-2011
High School Diploma -
Reach Matriculations Higher Secondary School
Coonoor04-2008
High School Diploma -
John Bosco Higher Secondary School
Coimbatore03-2006
Skills
- Service level agreements
- Capacity planning
- Workforce planning
- Operational excellence
- Organizational development
- Operations research
- Program management
- Asset management
- Business continuity planning
Languages
Tamil
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Malayalam
Intermediate (B1)
B1
Hobbies
- Photography
- Event Management
- Driving
- Swimming
Timeline
Senior Operations Consultant
QENIT SOLUTIONS PVT LIMITED
09.2022 - 10.2024
Senior Process Executive
Cognizant technology solutions India Private Ltd, Coimbatore
02.2021 - 09.2022
HC & Insurance Ops Associate for U.S Based Health
Ntt Data Services
05.2016 - 01.2021
Disaster Management Professional
Nilgiris Collectorate
07.2015 - 03.2016
Program Analyst
Living Jesus TV, Coonoor
06.2014 - 06.2015
Master of Science - Computer Science
Kongunadu College of Arts And Science (Autonomous)
Bachelor of Science - Computer Science
SNS College of Arts And Science (Autonomous)
High School Diploma -
Reach Matriculations Higher Secondary School
High School Diploma -
John Bosco Higher Secondary School
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