1
Language
1
Certification
20
years of professional experience
Dynamic professional with over 19 years of experience in service delivery, business operations, technical support, product development, project management, and customer/account management. Expertise in leading and nurturing large, globally distributed project teams to achieve timely, high-quality deliverables within budget. Strong background in client and vendor relations, resource and competence management, and operations management. In-depth knowledge of infrastructure and application support within the healthcare industry and enterprise support environments.
Work History
Associate Development Manager
4 Years- Secured promotion to Manager within nine months, directing Revenue Cycle Management (RCM) team operations.
- Led a team of 14 analysts to optimize performance and efficiency.
- Executed performance evaluations to identify development opportunities and recognize achievements.
- Analyzed operational issues, generated reports, and proposed corrective measures.
- Organized team building activities to enhance morale and cohesion, fostering a positive team environment.
- Facilitated professional development workshops, supporting internal talent progression.
- Provided leadership during crises, effectively minimizing operational impact.
- Led cross-functional teams to deliver software solutions aligned with client requirements.
- Developed and implemented project plans, ensuring adherence to timelines and budget constraints.
- Streamlined development processes, increasing efficiency and reducing time-to-market for new features.
Managed Services Expert Software Engineer
9 Months- Educated new agents on job fundamentals, rules, and regulations to ensure successful production, while providing outstanding customer service to escalated clients.
- Updated management on team progress and challenges, promoting transparency and informed decision-making.
- Collaborated with cross-functional teams to gather requirements and implement solutions.
- Delivered timely updates to management on team progress and challenges, ensuring transparency and informed decision-making.
- Mentored junior consultants, fostering skill development and enhancing team performance.
- Led implementation of healthcare solutions, ensuring alignment with client requirements and industry standards.
Senior Technical Consultant
9 Years 9 Months- Reduced influx of applications, optimizing ticket prioritization and workload distribution.
- Monitored customer feedback surveys and addressed concerns to strengthen client relations.
- Provided mentoring and training for new hires on product knowledge and soft skills.
- Served as primary contact for Service Management during client transitions and service enhancements.
- Oversaw incident response, problem resolution, service events, changes, escalations, and continuous improvements to ensure service quality.
- Led Service Recovery efforts and managed management information effectively.
- Established Quick Reaction Team for rapid resolution of major incidents, coordinating stakeholder communication.
- Reviewed processes for enhancement opportunities, identifying and implementing improvements for increased efficiency and effectiveness.
- Analyzed client systems to identify opportunities for process optimization and efficiency improvements.
Microsoft Tech Support Engineer
1 Year 2 Months- Administered systems for network layout design and configured Active Directory databases to support organizational infrastructure.
- Resolved Electronic Data Systems Corp. tickets for Microsoft application issues, enhancing user experience and satisfaction. Configured and maintained Windows XP, 2003, 2008, and 2008 R2 operating systems.
- Managed Local Area Network and Wide Area Network administration tasks.
- Troubleshot Global Active Directory domain issues for enterprise customers, including Gold Certified Partners, ensuring reliable access and functionality.
- Troubleshot technical issues and provided solutions to enhance customer satisfaction.
- Assisted users with software installations and configurations, ensuring seamless operation.
- Documented support processes and created knowledge base articles for team reference.
Customer Relations Advisor
11 Months- Involved with troubleshooting and sale of various products, such as handsets, and broadband programs. Contributed to Coty Process and achieved customer retention goals, strengthening client relationships.
- Addressed customer inquiries through multiple channels, ensuring timely and accurate responses.
- Resolved complex customer issues by analyzing needs and providing tailored solutions.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
Sr Customer support Specialist officer
3 Years 8 Months- Provided expertise as SME (subject matter expert) for Daimler Chrysler Financial, enhancing customer understanding of financing processes.
- Assisted clients with financed car accounts, resolving inquiries and concerns.
- Handled client escalations to ensure prompt resolution and satisfaction. Led team performance initiatives to achieve monthly targets.
- Evaluated calls for quality assurance, delivering constructive feedback to enhance team skills.
- Resolved complex customer inquiries through effective problem-solving and communication strategies.
- Mentored junior support staff, enhancing team performance and service delivery standards.
- Analyzed customer feedback to identify trends and improve service processes.
Education
MBA/PGDM - Operations
B. Com - Commerce
Skills
Revenue management
Project management
Service delivery
ITIL V3
Incident Management
Change Management
Problem Management
Application Support
SQL Server
Networking
Certification
- 70-461: Querying Microsoft SQL Server 2012
- 70-462: Administering Microsoft SQL Server 2012 Databases
- 70-463: Implementing A Data Warehouse With Microsoft SQL
- ITIL V3 Foundation and Service Strategy
Languages
English, Hindi & Sindhi
Timeline
Associate Development Manager
Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc., [Altera India]
08.2022 - CurrentRead More
Managed Services Expert Software Engineer
Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc., [Altera India]
11.2021 - 08.2022Read More
Senior Technical Consultant
Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc., [Altera India]
02.2012 - 11.2021Read More
Microsoft Tech Support Engineer
Convergys
12.2010 - 02.2012Read More
Customer Relations Advisor
Hutchison 3
02.2010 - 01.2011Read More
Sr Customer support Specialist officer
Convergys
06.2006 - 02.2010Read More
Pune University
B. Com from Commerce
Read More
Welingkar Institute of Management
MBA/PGDM from Operations
Read More