MONISH R NAIDU
BUSSINESS PROCESS LEAD
Bengaluru
Summary
Highly motivated and results-oriented professional with extensive experience in customer service. Demonstrated success in managing and resolving customer inquiries and complaints, utilizing strong communication, problem-solving, and relationship management skills. Proven ability to lead teams, drive process improvements, and deliver exceptional service outcomes within tight deadlines in dynamic, fast-paced environments. Committed to continuous learning and applying innovative solutions to enhance customer satisfaction and achieve organizational goals.
Overview
7
7
years of professional experience
Work History
Bussiness Process Lead
Tata Consultancy Services
01.2023 - Current
- Led team of Tier 1 HR Helpdesk Agents to address HR-related inquiries effectively.
- This includes guiding the team to handle calls and queries from client, employees, line managers, vendors, and other third parties.
- Oversaw the resolution of issues related to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, Talent and Acquisition, and other HR topics in alignment with established procedures, instructions, and the knowledge base.
- Conducted regular process audits to identify areas for improvement and monitor compliance with established standards.
- Championed continuous improvement efforts by encouraging employee feedback and implementing best practices across departments.
Executive Customer Sucess
Starmark Software Pvt Limited
09.2022 - 10.2023
- Managed US customers and provided support to multiple labs across the country.
- Worked on projects and new requirements while coordinating with development and testing teams to ensure timely delivery.
- Updated internal teams, clarified requirements, and provided feedback for continuous improvement.
- Supported lab users, pathologists, doctors, and medical staff by enabling and training them on the application.
- Delivered presentations on products and services while assisting customers with new feature releases.
- Attended monthly calls to learn, test, and implement new feature updates.
- Liaised with various departments to resolve customer escalations and operational issues.
- Conducted periodic review meetings with leads and collaborated with the sales team for new customer onboarding.
- Provided support to account managers and mentored the team on quality and product knowledge.
Customer Service Representative
Global Dial Services Pvt Limited
01.2020 - 09.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Utilized customer service software to manage interactions and track customer satisfaction
- Clarified customer issues and determined root cause of problems to product or service complaints
- Followed up with customers about resolved issues to maintain high standards of customer service
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Handled customer inquiries and suggestions courteously and professionally
- Sought ways to improve processes and services provided
- Met customer call guidelines for service levels, handle time and productivity
Health Care Executive
Ecosmos Solutions Pvt Limited
01.2018 - 01.2019
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures
- Used Chronic Care Management software to schedule appointments
- Filed and maintained patient records in accordance with HIPAA regulations
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Handled customer service inquiries in person, via telephone and through email
- Investigated insurance claims denials and appeals
- Verified insurance eligibility and coverage for patients
Education
Bachelor Of Arts - Economics
Acharya Institutes
BengaluruSkills
ServiceNow
undefinedTimeline
Bussiness Process Lead
Tata Consultancy Services
01.2023 - Current
Executive Customer Sucess
Starmark Software Pvt Limited
09.2022 - 10.2023
Customer Service Representative
Global Dial Services Pvt Limited
01.2020 - 09.2022
Health Care Executive
Ecosmos Solutions Pvt Limited
01.2018 - 01.2019
Bachelor Of Arts - Economics
Acharya Institutes
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