MS Office
Muralitharan C
Associate Manager - AR & Analytics
Chennai,TN
Summary
Proactive Associate manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists Management with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Associate Manager - AR & Analytics
Allyhealth Solutions
Chennai
02.2021 - Current
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Spearheaded multiple projects across RCM business, responsible for revenue generation, new business, and customer satisfaction & retention.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Coordinated resources from stakeholders and mapped out project deliverables.
- Collaborated with team members to improve individual performance, prevent revenue leakage, and maintain customer satisfaction.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Responsible for ensuring employee grievances are addressed in timely manner to maintain employee satisfaction.
- Mentored over 80 team members to enhance professional development and accountability in workplace.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Associate Manager - Service Delivery
Sutherland Global Solutions
Chennai
07.2020 - 02.2021
- Mentored over 50 associates including team leaders, quality analysts and process trainers on day-to-day operations and walking them through client deliverables.
- Coordinated resources from stakeholders and mapped out project deliverables.
- Determined project goals and prepared project completion schedules.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Responsible for Knowledge transfer of new tracks from client and establishing appropriate teams to continue business without intervention.
- Responsible for driving Quality and meet all committed SLA including bonus planning.
- Instrumental in creating leadership workshops in process and enhancing career development program.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Responsible for ensuring employee grievances are addressed in timely manner to maintain employee satisfaction.
- Tracked project progress and presented regular reports to clients.
Team Leader - Operations
HCL Technologies Ltd
Chennai
01.2016 - 06.2019
- Handled team of 60 including four SME's, Ensure Client SLA deliverables are met based on forecast committed.
- Ensure deliverables & satisfy requirement specifications defined by SLA.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Mentored and guided employees to foster proper completion of assigned duties.
- Cross-trained and provided backup support for organizational leadership.
- Part of automation team responsible for implementing process Interventions.
- Handled escalation from clients, Planning & execution of process changes.
- Responsible for analyzing work list and identify patterns and findings to benefit and improve cashflow.
- POC for BCP and execution based on need and to coordinate with client without business disruption.
- Handled Both inbound and outbound Queues within same track.
- Instrumental in bringing RONPURR and Denial Management sub tracks to HCL by successfully completing short term projects from client and show casing value adds.
- Implemented updated workflow procedures to rectify issues in data collection and analysis.
Senior Process Associate
Cognizant Technology Solutions
Chennai
07.2014 - 12.2015
- Supervised team of 10 process associates to enhance accountability, develop professional skills and improve efficiency.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Participated in special projects to increase productivity and make meaningful impact on company and mission.
- Met month-end reporting objectives and deadlines.
- Handled queries related to RCM from Providers, Patients and Payors.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Worked with customers to understand needs and provide excellent service.
Sr. Retail Co-ordinator
Lawrence & Mayo
Chennai
05.2008 - 06.2014
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales by 20%.
- Coached exactly 154 sales associates & store manager in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Developed team communications and information for meetings.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Evaluated suppliers to maintain cost controls and improve operations.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Education
Bachelor of Arts - Corporate Secretaryship
University of Madras
Chennai 06.2010 - 12.2013
High School Diploma -
AAGHSS
Chennai 06.2005 - 03.2006
Skills
People Management
Software
EClinical Works
EPIC
PeopleSoft & CRM Tools
AllScripts
Windows 7, XP, 10 & 11
Accomplishments
- Successfully completed a case study to identify infractions within the line of business to reduce revenue leakage.
- Reduced defect rate ~10% by streamlining processes upon scrutiny of Customer operations performance center guidelines and trend analysis of self-audits.
- Implemented a web scrapping tool which automates the analysis process & reduces AHT by 7mins.
- Raised numerous Gemba Kaizen to improve the process flow which resulted in revenue savings.
- Recognized for creating a process flow map for the line of business which enhanced the issue resolving rate by 9%.
Interests
AHM & PMP Courses
Becoming a Data Scientist
German Language
Timeline
Associate Manager - AR & Analytics
Allyhealth Solutions
02.2021 - Current
Associate Manager - Service Delivery
Sutherland Global Solutions
07.2020 - 02.2021
Team Leader - Operations
HCL Technologies Ltd
01.2016 - 06.2019
Senior Process Associate
Cognizant Technology Solutions
07.2014 - 12.2015
Bachelor of Arts - Corporate Secretaryship
University of Madras
06.2010 - 12.2013
Sr. Retail Co-ordinator
Lawrence & Mayo
05.2008 - 06.2014
High School Diploma -
AAGHSS
06.2005 - 03.2006
Console Gamer
I was a professional Gamer during 2008 to 2012. I have participated in top gaming tournaments & awarded with many gaming awards.
Console Gamer
I was a professional Gamer during 2008 to 2012. I have participated in top gaming tournaments & awarded with many gaming awards.
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