Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

MOHAMMED ARFA VIRINJIPURAM

Chennai

Summary

Resourceful administrative and customer service supervisor with strong interest in transitioning to HR roles. Skilled in recruitment, training, employee relations, performance monitoring, conflict resolution, HR policies, and process improvement. Proven leadership in managing teams, optimizing workflows, delivering exceptional customer service, and driving operational success. Experienced in both HR and healthcare operations.

Overview

5
5
years of professional experience

Work History

Customer Service Supervisor

Amazon Uk
Edinburgh
07.2023 - 03.2025
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Interviewed, hired and trained staff to meet company objectives.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Process Associate

AGS Health Ltd
Chennai
11.2019 - 12.2020
  • Managed US healthcare claims through diligent follow-up with insurance carriers via phone and online portals.
  • Analyzed denied or unpaid claims, identifying root causes and executing corrective actions such as resubmissions and appeals.
  • Documented outcomes in billing systems, ensuring accuracy of claim numbers and actions while adhering to SLAs and P&P guidelines.
  • Reviewed Explanation of Benefits (EOBs) and Remittance Advice to ascertain accurate reasons for denials and underpayments.
  • Maintained high accuracy while processing large volumes of claims in fast-paced environments.
  • Collaborated with internal teams to escalate unresolved cases, streamlining claim resolution processes.
  • Applied cash payments to customer accounts and reconciled discrepancies between customers' payment records and internal accounts.
  • Assisted with month-end closing activities such as preparing journal entries and reconciliations.
  • Negotiated payment terms with customers based on past due balances owed.

Education

MBA - Business Administration & Leadership

Edinburgh Napier University
Edinburgh UK
12-2020

Bachelor of commerce -

SRM University
Chennai IN
05-2019

HSC -

Razeena Matric Hr Sec. School
Chennai IN
04-2016

SSLC -

Shukoor Matric Hr Sec. School
Ambur IN
05-2014

Skills

Technical & HR Skills:

  • Recruitment & Talent Acquisition
  • Employee Relations
  • Onboarding & Training
  • Performance Appraisal Systems
  • Conflict Resolution
  • Employee Engagement
  • Organizational Development
  • Payroll Basics
  • HR Analytics
  • CRM Software Proficiency
  • Proficient in Tally ERP
  • Workflow Management
  • Data Analysis

Healthcare & Administrative Skills:

  • Revenue Cycle Management (RCM)
  • Accounts Receivable Follow-up
  • Denial Management
  • Claims Processing
  • Explanation of Benefits (EOB) Review
  • Payment Posting
  • US Healthcare Billing Knowledge
  • Performance Monitoring
  • Quality Assurance
  • Team Leadership

Accomplishments

  • Employee of the year 2020
  • Process Improvement Champion 2023
  • Leadership Excellence Award 2024

Languages

  • English
  • Hindi
  • Urudu
  • Tamil

Timeline

Customer Service Supervisor

Amazon Uk
07.2023 - 03.2025

Process Associate

AGS Health Ltd
11.2019 - 12.2020

MBA - Business Administration & Leadership

Edinburgh Napier University

Bachelor of commerce -

SRM University

HSC -

Razeena Matric Hr Sec. School

SSLC -

Shukoor Matric Hr Sec. School

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MOHAMMED ARFA VIRINJIPURAM