Pramod Rajula

• Created multiple python applications using Generative AI that automated multiple repetitive tasks
• Partnered with cross-functional teams in Product and Engineering for resolution to customer concerns
• Maintained Salesforce KPI based dashboards for production service teams
• Created and implemented capacity planning model for staffing, which served as a foundational tool deployed across the department
• Provided Tier 4 level support to Data Analysts 1-3, demonstrating a commitment to resolving complex issues and supporting team members
• Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.

• Integrated new files through configuration, ruleset changes, and extraction setup prior to production handoff
• Developed multiple reports within Power BI to monitor key operational and performance metrics, providing real-time insights for informed decision-making
• Established formal process for file extraction error handling, resulting in improved efficiencies and timeliness of Salesforce case or engineering Jira ticket resolution
• Identified key data elements to track in salesforce cases in order to improve our team’s capacity to efficiently triage and resolve customer inquiries
• Refined operational metric dashboards to help track individual associate performance
• Provided targeted coaching to associates, guiding them towards achieving performance goals and offering support when necessary for escalated customer specific inquiries
• Directed and empowered a team of onshore and offshore Data Analysts responsible for providing production operation services to customers

• Coordinated on-boarding, training, and mentoring of incoming contractor and associate Data Analysts
• Investigated and resolved various data issues using industry standard and proprietary systems
• Integrated and automated live clients into Production
• Established knowledge base to document common errors for high traffic carriers, reducing turn-around time for carrier response files
• Lead and contributed to projects, process improvements, and associate engagement
• Owned issue resolution by working with internal (CSO and Engineering) and external teams (Clients and Carriers)

• Demonstrated a comprehensive grasp of software and marketplace dynamics, guiding a team to consistently exceed goals. Acted as the primary Point of Contact and Subject Matter Expert for an offshore team of 12, fostering effective communication and expertise transfer.
• Advised in strategic and capacity planning.
• Researched and resolved errors in enrollment EDI files.
• Extracted, reviewed and electronically transmitted protected health information, ensuring data quality.
• Consistently met hard deadlines, followed strict security policies, and complied with HIPAA and COBRA.
• Utilized JIRA and Salesforce to track projects and report metrics.
• Researched database changes with SQL.