Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Monisha P

Bengaluru

Summary

Strong leadership skill & self-motivated employee with 4+ years of experience seeking to utilize my knowledge and skills in the organization that offers challenging roles and responsibility to enhance the feeling of cooperation and team spirit among the companions to promote the organizational growth and prosperity. Developed a positive and professional approach to complete any task that has been assigned. Skilled at problem solving and conflict resolution, and able to help encourage teamwork. Proficient at handling confidential information and manage multiple responsibilities at once.

Overview

4
4
years of professional experience

Work History

Analyst, Product Support

PHREESIA (FORMERLY RAYDEN INTERACTIVE, PUNE)
Delaware
06.2023 - Current
  • Experienced in managing Eligibility and Benefits sector via Phreesia's software, focusing on providing assistance to clients with issues related to copay , eligibility.
  • Skilled in collaborating with clients, internal team members, clearing house, and development team to ensure smooth functioning and client satisfaction.
  • Proficient in managing client requests for specific additional alerts on tools, effectively communicating requirements to internal team for implementation.
  • Detail-oriented and organized approach to ensure accuracy and efficiency in handling eligibility and benefits processes.
  • Skilled in receiving and handling cases from CRM ticketing tool, ensuring timely resolution and preventing SLA breaches.
  • Experienced in utilizing Salesforce to effectively manage client data and processes, ensuring accurate and efficient operations.
  • Knowledgeable in Phreesia administration, handling various issues related to appointments, imports, feedback surveys, and other functionalities through the software backend.
  • Strong communication and interpersonal skills to effectively interact with clients and team members, stakeholders to ensure client satisfaction and operational efficiency.
  • Demonstrated ability to provide multi-level support to clients, assisting with scheduled tasks, integrations, and product usage to enhance client experience.
  • Strong problem-solving skills to address client needs and challenges, finding appropriate solutions to meet their requirements.
  • Proven experience in participating in multiple client calls alongside the account owner to facilitate client understanding of tool outcomes and enhance tool utilization.

SENIOR TECHNICAL SUPPORT REPRESENTATIVE

KYNDRYL SOLUTIONS INDIA PVT LTD (FORMERLY IBM INDIA PVT LTD)
Bengaluru
06.2021 - 06.2023
  • Working as a first point of contact for employees of National Australian Bank (NAB)
  • Provided first-level technical support to end users on proprietary software and applications
  • Managed high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of various environments
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support via calls and chats
  • Established patterns to reoccurring issues and provided input to development teams
  • Handled challenging client problems with professional attitude and managed to provide resolution in a timely manner
  • Published various reports for the team with details on meetings and other employee engagement connects to ensure record retention
  • Shadowed team leads during their daily tasks to quickly learn and acted as back up in their absence to support the team ensuring smooth functioning of operations
  • Have hands on experience in Service now
  • Have exposure of on working with MS Azure AD tools as part of Identity and Access management for the clients.

CONTENT & INNOVATION LEAD - SOFTSKILLS

ANTWALK
01.2020 - 05.2021
  • Research on high profiled soft skills expertise and conducting interviews
  • Documenting and producing the raw recorded interviewed videos for further
  • Have interviewed well recognized expertise like: Vasudevan Satagopan ( Leadership Facilitator), Michael Gerson (Psychologist at Gerson Hagovsky Antonelli) , Avril Leimon (Author and speaker)

Education

Bachelor of Commerce - Specialized in Accounts -

Jain (Bangalore University)
01.2019

Second PUC -

Surana Ind College
01.2016

MBA - Business Administration

IU International University
Germany

Skills

  • Leadership
  • Agile
  • Waterfall
  • MS Excel
  • SAP (ERP)
  • Root Cause Analysis
  • Trend Analysis
  • Strategic Planning
  • Documentation And Reporting
  • Adaptability
  • Enthusiastic Team Player
  • Analytical and decision-making skills

Accomplishments

  • Acknowledged for consistently demonstrating exceptional performance in both SLA adherence and client satisfaction, showcasing strong commitment to excellence.
  • Was recognized as the top performer thrice due to my outstanding performance.
  • Key contributor of multiple successful projects on improving various SLA's(Average handle time, Customer satisfaction, Backlog reduction) for the account.
  • In 2021 - Joined IBM as a customer support representative. Got promoted as a senior customer service representative within 15 months due to my outstanding performance.

Timeline

Analyst, Product Support

PHREESIA (FORMERLY RAYDEN INTERACTIVE, PUNE)
06.2023 - Current

SENIOR TECHNICAL SUPPORT REPRESENTATIVE

KYNDRYL SOLUTIONS INDIA PVT LTD (FORMERLY IBM INDIA PVT LTD)
06.2021 - 06.2023

CONTENT & INNOVATION LEAD - SOFTSKILLS

ANTWALK
01.2020 - 05.2021

Bachelor of Commerce - Specialized in Accounts -

Jain (Bangalore University)

Second PUC -

Surana Ind College

MBA - Business Administration

IU International University

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Monisha P