Prakruthi Jayaraj
Bengaluru
Summary
Experienced Specialist with 8+ years of expertise collaborating with global teams to navigate complex transformations and enhance service operations, resulting in outstanding client experiences. Thrives in challenging and competitive environments, continuously seeks opportunities for learning and self-improvement. Committed to delivering excellence in all endeavors, dedicated to optimizing service operations and achieving exceptional results.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
ASSOCIATE CLIENT CARE SPECIALIST
GREENWAY HEALTH
Bangalore
05.2021 - 09.2024
- Cultivated strong, professional relationships with both internal and external stakeholders, facilitating effective communication and problem-solving.
- Generated detailed reports and analyzed key metrics related to service requests and order management performance.
- Partnered with business stakeholders to define, analyze, and document business requirements across various functional areas, ensuring comprehensive and precise alignment with business goals.
- Proactively supported cross-functional collaboration with sales, customer support, and technical teams, building strong working relationships and maintaining a customer-centric approach.
- Worked closely with business stakeholders to understand their needs, proactively identifying key players and maintaining strong, effective communication throughout the project lifecycle.
- Collaborated with cross-functional teams to define and document business processes, ensuring that the solutions addressed all areas of operational efficiency and were aligned with strategic business objectives.
- Effectively managed stakeholder expectations and communicated updates, risks, and changes in project scope to ensure smooth collaboration across teams and with senior management.
- Managed and led individual consulting resources, ensuring high levels of performance and alignment with project goals.
- Assisting providers in more accurate patient diagnosis, reducing medical errors, and delivering safer care
- Enhancing patient-provider interaction, communication, and healthcare convenience
- Supporting legible, thorough documentation and precise navigation of my day tab, patient tab, and flowsheet
- Aiding providers in managing patient charts, immunizations, forms design, and encounter notes
- Empowering providers to enhance efficiency and achieve business objectives
- Facilitating safer, more dependable prescription practices
- Troubleshooting client servers
- Run basic QA checks on proper usage of ticketing tool platforms
- Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
- Owns the process and supporting documentation for the process from a strategic and tactical perspective
- Approves all changes to the process and development of process improvement plans
- Defines policies for the organization regarding the process
- Ensures that the process is fit for purpose
- Accountable for the overall process efficiency and effectiveness
- Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
- Promote and reinforce adherence to the process and policies associated with Incident Management
- Ensure the design of the Incident process aligns with the business and industry best practices
- Works in conjunction with Continual Service Improvement (CSI)
BRAND SPECIALIST
ASCENA GLOBAL
03.2021 - 11.2019
- Evaluating and validating methods to enhance catalogue design on Oracle Cloud
- Contributing to special projects aimed at improving and streamlining processes
- Utilizing Oracle dashboards to implement technical changes to the website
- Fostering customer loyalty to the brand
- Proficient in managing customer escalations
- Developing flow maps and departmental procedures
- Designing training programs to support ongoing process improvement
INSURANCE SPECIALIST
WNS GLOBAL
07.2017 - 11.2019
- Proficient in handling final settlement of claims for Ireland-based customers on motor insurance
- Conducting investigations to verify and document all insurance claims made by customers
- Issuing payment checks or rejection notices
- Followed up on denials, late payments, extensions and other special circumstances.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
OPERATIONS MORTGAGE OFFICER
ALTISOURCE
04.2016 - 10.2016
- Facilitated clear communication and established professional collaborations with Loan Officers
- Evaluated home applications, property specifications, and relevant documents
- Examined customers' financial statements and tax reports, managing the processing of loan documents
- Exceeded monthly targets for closed loans, earning acknowledgment for outstanding customer service
- Thoroughly reviewed loan agreements to verify completeness and accuracy
REASSURANCE OFFICER
ANZ BANK
08.2015 - 02.2016
- Examine instructions from Underwriting and implement reinsurance guidelines
- Compile and convey facultative requests to Reinsurers
- Address reinsurance inquiries from internal business partners
- Propose system improvements to align with contractual requirements
Education
Masters Of Commerce -
DAYANANDA SAGAR COLLEGE
Bangalore 01.2013 - 01.2015
Bachelor Of Commerce -
VIJAYA COLLEGE
Bangalore 01.2010 - 01.2013
Skills
- SCRUM MASTER
- SQL
- AGILE
- BUSINESS ANALYSIS
- ELECTRONIC HEALTH
- HEALTHCARE
- RECORD SYSTEM DELIVERY
- RESULT ORIENTED
- LEADERSHIP
- MANAGES CHANGE
- TRAINING
- PROFESSIONALISM
- ORAL COMMUNICATION
- WRITTEN COMMUNICATION
- STRONG WORK ETHIC
- TEAM WORK
- COLLABORATION
- LEAD MANAGEMENT
- DOCUMENT ANALYSIS
- CLIENT RELATIONS
Websites
Certification
Certified Agile Scrum Master
Accomplishments
Exceeded monthly targets for closed loans, earning acknowledgment for outstanding customer service.
Timeline
ASSOCIATE CLIENT CARE SPECIALIST
GREENWAY HEALTH
05.2021 - 09.2024
BRAND SPECIALIST
ASCENA GLOBAL
03.2021 - 11.2019
INSURANCE SPECIALIST
WNS GLOBAL
07.2017 - 11.2019
OPERATIONS MORTGAGE OFFICER
ALTISOURCE
04.2016 - 10.2016
REASSURANCE OFFICER
ANZ BANK
08.2015 - 02.2016
Masters Of Commerce -
DAYANANDA SAGAR COLLEGE
01.2013 - 01.2015
Bachelor Of Commerce -
VIJAYA COLLEGE
01.2010 - 01.2013
Certified Agile Scrum Master
Certified Business Analyst
Good Clinical Practice
Lean Management
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