Pinki Dwivedi

• Demonstrated expertise in Microsoft infrastructure, including DNS, DHCP, ADDS, GPO, and FTP.
• Executed ITIL processes using JIRA ticketing tool for efficient issue resolution.
• Interacted regularly with clients and vendors such as HP and DELL to address concerns.
• Managed access requests and Active Directory tasks, adhering to service level agreements.
• Resolved tickets related to RDP and printer issues promptly.
• Addressed network issues and system slowness, ensuring minimal downtime.
• Handled O365 email and team-related issues effectively.
• Diagnosed BSOD errors and implemented solutions to restore system functionality.

• Engaged in user support interactions via telephone, chat and email platforms.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
• Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.

Managing denials and claims

Solving coding issues and payment issues

• Reduced claim denial rates by thoroughly reviewing documentation and ensuring accurate information submission.
• Negotiated favorable settlements with clients, resulting in reduced costs for the company.
• Managed a high volume of claims simultaneously while maintaining attention to detail and meeting deadlines.
• Mentored junior claims executives, providing guidance and support to enhance their professional development.
• Analyzed data to identify areas for improvement in the claims process, leading to more efficient operations.

• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
• Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
• Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
• Followed up with customers on unresolved issues.
• Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
• Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
• Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.