Manish Sharma

• Performs all channel monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations.
• Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
• Prepares and analyzes internal and external quality reports for review with internal stakeholders and clients.
• Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.
• Works in partnership with Operations, Training and Clients in developing and enhancing evaluation programs that's targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement.
• Uses Company Tools and Client Systems to gather data and analyze trends or patterns affecting quality performance.
• Involved in Internal/External Calibrations with Operations and Client to share outlier's action plans and overall improvement factors.

• Managed a team of Account Specialist's/Facebook marketing experts to help SBG advertisers to maximize the ROI on Facebook Platforms meeting quality standards and compliance.
• Conducted weekly and monthly business reviews, quality evaluations and generation of insights, feedback and calibration sessions.
• Applied lean analysis, located the underlying issues, researching and designing improved QA metrics.
• Driven accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis.
• Bi-Weekly meets with direct Facebook Client on overall performance and was able to meet team monthly KPI's and Metrics.
• Achieved best QA award

• Lead and manage a team of technical support agents with sales targets.
• Monitor daily team performance against KPIs (CSAT, FCR, sales conversion, AHT).
• Provide coaching and support to improve both technical troubleshooting and sales techniques.
• Handle escalated customer issues and ensure prompt resolution.
• Conduct regular team meetings, training sessions, and performance reviews.
• Collaborate with product, sales, and support departments to align on goals.
• Identify and act on opportunities to upsell or cross-sell during support interactions.
• Analyze call data and customer feedback to drive continuous improvement.
• Ensure compliance with processes, tools, and documentation standards.
• Report team metrics and performance updates to upper management.

• Provide advanced technical support for complex hardware, software, and network issues across multiple platforms.
• Act as a subject matter expert, guiding junior support staff and ensuring high-quality customer service.
• Troubleshoot and resolve escalated technical problems with minimal supervision, ensuring timely resolution.
• Collaborate with cross-functional teams, including engineering and product, to identify root causes and implement solutions.
• Document technical issues, solutions, and processes to improve team knowledge base and support efficiency.
• Monitor system performance and service requests to proactively identify and address potential issues.
• Lead or participate in technical training sessions and workshops for internal teams and clients.
• Maintain a high level of customer satisfaction through effective communication, professionalism, and follow-through.
• Analyze support trends to recommend process improvements and contribute to product development feedback.

• Serves as the go-to expert for complex technical issues, providing advanced support to resolve escalated cases.
• Offers guidance and mentorship to support agents, improving overall team technical proficiency.
• Analyzes trends in customer issues to identify root causes and suggest long-term solutions.
• Collaborates with product, engineering, and QA teams to relay customer feedback and improve product performance.
• Develops and maintains technical documentation, knowledge base articles, and troubleshooting guides.
• Ensures adherence to support standards, SLAs, and best practices across the support team.
• Conducts training sessions and workshops to upskill support teams on new tools, technologies, or processes.
• Participates in QA reviews, performance assessments, and continuous improvement initiatives.

• Responsible for managing and following up on medical claims with insurance companies.

• Analyze and resolve denied, unpaid, or underpaid claims.

• Review patients’ accounts to ensure accurate billing and collection.

• Contact insurance companies via phone or online portals for claim status updates.

• Update system notes and maintain proper documentation of all actions taken.

• Work on aging reports and reduce Accounts Receivable days.

• Identify trends in denials and escalate repetitive issues to the team lead or manager.

• Ensure compliance with HIPAA and healthcare industry regulations.

• Meet productivity and quality standards as defined by the client.

• Collaborate with team members and participate in regular training sessions for process updates.