PAUL RICHARD C
Operation Support Specialist
Summary
Dynamic, customer-focused professional dedicated to delivering exceptional service and enhancing customer satisfaction. Strong interpersonal skills and a proven ability to effectively address concerns foster positive relationships and outcomes. Proficient in Microsoft Office, Salesforce, and Microsoft Power BI, with expertise in turnaround management and the development of standard operating procedures. Eager to leverage strategic thinking to drive operational excellence and contribute to organizational success.
Overview
10
10
years of professional experience
1
1
Certification
4
4
Languages
Work History
OPERATIONS SUPPORT SPECIALIST (US Healthcare)
Microsoft India R & D Private Limited
Chennai
08.2023 - 06.2025
- Demonstrated expertise in utilizing DAX, Escription, Salesforce, Power BI, Zendesk, and Microsoft 365.
- Collaborated with Team Manager to ensure adherence to organizational procedures.
- Processed an average of 150 customer inquiries each week through phone, email, and chat.
- Managed a diverse portfolio of US Healthcare clients.
- Led team of over 10 customer service representatives to deliver exceptional support.
- Provided troubleshooting support for US Healthcare accounts.
- Facilitated daily operations for senior management and executives.
- Managed escalated service requests with speed and precision.
- Generated consistent client status updates on operational task progress.
- Streamlined integration of hospital clients into new operational procedures.
- Achieved higher performance metrics by implementing results-focused support strategies.
PRODUCTION OPERATION CENTER SPECIALIST
Nuance India Private Limited
05.2015 - 07.2023
- Assist and organizing the work flow.
- Communicate with the users and respond to queries in timely manner.
- Tracking and monitoring the workflow of the users.
- Turnaround time management.
- Interact with client through email and chat.
- Collaborated with medical professionals to clarify terminology and enhance accuracy.
- Coordinated transcription tasks to ensure timely project completion.
- Managed interactions between transcription teams and external clients.
- Responded to customer inquiries and order-related issues.
- Supported clients in managing account configurations.
Education
Bachelor of Commerce - Commerce
Bishop Appasamy College of Arts And Science
Coimbatore05.2013
Skills
Management
Strategic Thinking
People Management Skills
Communication Skills
Operations
Non Voice Process
Back Office Operations
BPO Non Voice
Customer Care
Backend
Turnaround Management
Standard Operating Procedures
Client Relationship Management
Client relationship
Customer service
Workflow optimization
Process improvement
Client communication
Time management
Customer engagement
Lean six sigma
Email performance reporting
Certification
Lean Six Sigma Yellow Belt Certification
Technical skills
- Powerbi reporting
- Salesforce for customer
- Salesforce.com Administration
- Microsoft Office
- DAX reporting
- CRM software
- Ticketing software
Timeline
OPERATIONS SUPPORT SPECIALIST (US Healthcare)
Microsoft India R & D Private Limited
08.2023 - 06.2025
PRODUCTION OPERATION CENTER SPECIALIST
Nuance India Private Limited
05.2015 - 07.2023
Bachelor of Commerce - Commerce
Bishop Appasamy College of Arts And Science