Neelendra Sharma
Assistant Manager
New Delhi,DL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
Work History
Assistant Manager
Optum Global Solutions India Pvt Ltd
10.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Work concurrently on several projects, each with specific instructions that may differ
- Identify and resolves operational problems using defined processes, expertise, and judgment.
- Manage overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership.
- Continuously and transparently communicate with internal stakeholders the prioritization of the Product Backlog and the status of development efforts via Product Demos and Release Plans
- Investigate non-standard requests and problems, with some assistance from others
- Trend & track data and complete root cause analysis
Subject Matter Expert
OPTUM GLOBAL SOLUTIONS (INDIA) PRIVATE LIMITED
06.2018 - 09.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Charge of monitoring and driving a range of KPIs within a fast paced, high volume Inventory.
- Delegate work and give tasks to individuals to do and taking care of new folk's system issue
- Rebuttals.Bright Idea campaigning,Quality Improvement
Provider Data Specialist
OPTUM GLOBAL SOLUTIONS (INDIA) PRIVATE LIMITED
06.2010 - 04.2014
- Work on clinician projects with TAT in UBH Facets, PBH Facets, Cosmos and NDB Application
- Update the provider data into the UBH Facets, PBH Facets, Cosmos NDB Applications
- Streamlined data entry processes for increased efficiency and reduced errors.
- Analyze and process the providers documentations by maintaining clinician projects of locations and billing which relates to payments.
- Supported providers with accurate data entry and maintenance, fostering positive relationships between providers and the organization.
- Served as a subject matter expert on the Provider Data Specialist team, providing guidance and support to colleagues when needed.
- Maintaining and updating all Billing accounts of providers
- Collaborated with cross-functional teams to ensure consistency in provider information across multiple platforms.
- Review requests of payments of health insurance provider and members
Sr. Officer (Investigation and Underwriter)
Royal Bank of Scotland
11.2007 - 06.2010
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Process the loan after calculate income and expenditure (Loan underwriter)
- Implemented innovative process improvements that enhanced productivity and reduced operational costs.
- Negotiated contracts with vendors to secure favorable terms, resulting in significant cost savings for the company.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Maintaining all debit and credit A/C, of withdrawal, surrender, loan pay-off
- Calculation of withdrawal and surrender amount of policy owner
- Helped the customer in his banking and finance query and knowledge about credit card
Sr. Floor Support Officer
Emphasis Pvt. Ltd (Airtel)
02.2005 - 10.2007
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Retention process / Surrender Cases
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Distributor's, (936 dealer help line ) Collection Agency's
- Mentoring team members in process related issues
- Conduct PKT (Process Knowledge Test) New Hired Candidates
- Taking care of new batch training and support on floor while taking calls
Education
MBA - Human Resources Management
Sikkim Manipla University
Delhi, India 04.2001 -
Bachelor of Arts - English
SLP Collage
Gwalior, India 04.2001 -
Skills
Operations management
Timeline
Assistant Manager
Optum Global Solutions India Pvt Ltd
10.2022 - Current
Subject Matter Expert
OPTUM GLOBAL SOLUTIONS (INDIA) PRIVATE LIMITED
06.2018 - 09.2022
Provider Data Specialist
OPTUM GLOBAL SOLUTIONS (INDIA) PRIVATE LIMITED
06.2010 - 04.2014
Sr. Officer (Investigation and Underwriter)
Royal Bank of Scotland
11.2007 - 06.2010
Sr. Floor Support Officer
Emphasis Pvt. Ltd (Airtel)
02.2005 - 10.2007
MBA - Human Resources Management
Sikkim Manipla University
04.2001 -
Bachelor of Arts - English
SLP Collage
04.2001 -
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