Pabbathi Ganga
Support Analyst
Hyderabad,TG
Summary
At Illumifin, I leveraged my expertise in support ticketing systems and problem-solving to enhance customer satisfaction significantly. By implementing automated diagnostics and streamlining support processes, I achieved notable improvements in ticket resolution efficiency. My collaborative efforts and dedication to continuous improvement fostered a team-oriented environment, driving success and client satisfaction.
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in resolution of tickets and working in 24/7 uptime environment.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
10
10
years of professional experience
Work History
Support Analyst
Illumifin
02.2023 - 08.2024
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Created user accounts and managed access control.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Claims Analyst
Illumifin
Hyderabad, Telangana
01.2015 - 01.2023
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Determined if claim submission was completed correctly, verified data and entered into system for adjudication.
- Research and process claims according the processing guidelines and benefits.
Responsible for accurate and timely daily reports.
• Reviewed payments history & paid ongoing claims as per eligibility criteria.
•Contact and follow up with the team members for additional correspondence.
•Process of paying claims submitted or denying them after comparing claims to the or benefit coverage requirements.
•Receiving a claim from an insured person and then utilizing module to process claims and make a decision or doing so manually.
•As per the care manger approval claims should be processed accordingly whether it should be payment or denial.
•Request for Stop/Void cheque if examiner processed wrongly.
Education
Master of Science - Computer Applications Development
DRK Institute Of Science And Technology
Quthbullapur, India 04.2001 -
Bachelor of Science - Computer Science
RK Degree College
Kamareddy 04.2001 -
Bachelor of Science - Computer Science
Gnanadeep Junior College
Kamareddy 04.2001 -
Skills
Internal technical communications
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Software
C,C, Azure Cloud , DevsecOps , Kubernetis,Docker Containerization , Oracle 10g
Interests
Playing Shuttle , Travelling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceHealthcare benefitsFlexible work hoursCompany CultureCareer advancementPersonal development programsWork from home optionTeam Building / Company RetreatsStock Options / Equity / Profit SharingPaid sick leaveTimeline
Support Analyst
Illumifin
02.2023 - 08.2024
Claims Analyst
Illumifin
01.2015 - 01.2023
Master of Science - Computer Applications Development
DRK Institute Of Science And Technology
04.2001 -
Bachelor of Science - Computer Science
RK Degree College
04.2001 -
Bachelor of Science - Computer Science
Gnanadeep Junior College
04.2001 -
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