Minal Chaudhary
Faridabad
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Senior Customer Service Analyst
KYNDRYL SOLUTIONS PRIVATE LIMITED
Gurugram
01.2022 - Current
- Provided technical assistance for applications such as Dash, Oracle (Financials/HRMS), IBMESYS, VAW (Vehicle Administrative Web), Document Direct, GAR, Carrent, and Firecall Id's.
- Managed and resolved issues related to EXcalibur, FCS (Fleet Control System), Microsoft Authenticator, and VPN (Global Protect).
- Handled escalated customer calls, guided agents in the premium queue, and utilized customer service tools to ensure prompt resolution.
- Led a team of 15-18 Customer Service Representatives, ensuring performance metrics aligned with client SLAs.
- Served as a Subject Matter Expert (SME) for the Hertz account, providing targeted troubleshooting and smart solutions.
- Acted as the primary escalation point for first-line engineers.
- Responded to customer inquiries via email, calls, and live chat, delivering remote technical support.
- Identified process improvement opportunities to enhance service efficiency.
- Performed regular system backups to maintain security and prevent cyber threats.
- Installed and configured applications for clients, including anti-virus software and Microsoft Office.
ANALYST
R1 RCM GLOBAL PRIVATE LIMITED
- Excellent Communication, Administration, Management, Tech-Support skills
- Goal Oriented, Persistence, Team Player, Interpersonal Skills, Multitasker, a hands-on approach to management
- Knowledge of CMS-1500 and UB-04, CPT and ICD codes
- Good knowledge in Denial Management
- Knowledge of Medicare, Medicaid & ICD & CPT codes used in Denials
- Explanation of Benefits interpretation
- Understanding of HIPPA regulations
- AR, Collection, Cash Application
Education
Bachelor of Arts -
MAITREYI COLLEGE
Delhi01.2020
Senior Secondary -
CBSE
Faridabad01.2017
Higher Secondary -
CBSE
Faridabad01.2015
Skills
Certifications
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Fundamentals (MS-900)
IT Skills
- Proficient in MS Word, MS Excel, Microsoft PowerPoint
- Strong technical acumen with expertise in troubleshooting, application support, and software installations
Key Strengths
- Exceptional communication and interpersonal skills
- Strong problem-solving abilities and critical thinking
- Time management and multitasking proficiency
- Leadership and team motivation
- Recognized as "Best Employee" in June 2024
Hobbies
- Volunteering, charity work, community service, and reading novels
Hobbies and Interests
- Volunteering
- Charity work
- Community Services
- Reading novels
Training
NIIT, Analyst / Skill Building Program with NIIT
Personal Information
- Date of Birth: 08/12/99
- Gender: Female
- Marital Status: Unmarried
Strong Areas
- Mathematics and Communication skills
- Software update installation
- Technical issues analysis
- Technical documents comprehension
- Troubleshooting proficiency
- Application support
- Decision making and Leadership
- Team Player and Handling
Timeline
Senior Customer Service Analyst
KYNDRYL SOLUTIONS PRIVATE LIMITED
01.2022 - Current
ANALYST
R1 RCM GLOBAL PRIVATE LIMITED
Bachelor of Arts -
MAITREYI COLLEGE
Senior Secondary -
CBSE
Higher Secondary -
CBSE
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