Pubali Mukherjee
Kolkata
Summary
Experienced Senior Business Operations Management bringing 7+ years of quality performance in client and customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Business Operations Analyst
Accenture
Bangalore
06.2021 - Current
- Part of quality assurance, A&G training and risk management team. Handfling a team of Health claim, medical management, regulatory affairs / compliance process for BlueCross BlueShield of Arizona.
- CRM tools- Salesforce, Power BI, Citrix, Faxcom, Onbase, Guiding Care, Knowledge B4.
- Providing feedback and reflection to develop self awareness, personal strengths and also coaching to my team to deliver results.
- Reviewing and resolving member, FEP, Host and provider complaints and communicating resolution to them accordance with the standards and requirements established by the Centers for Medicare and Medicaid.
- Health plan Claims, Network Management and research and analysis of appeals and grievance cases; health plan members and providers to inquire and collect additional information.
- Worked for Service authorization appeals and grievances using support systems to determine appeal and grievance outcomes inclusive of claims processing guidelines, provider contracts, fee schedules and system configurations to determine root cause of payment error. Sending Barcode letter if necessary.
- Knowledge of CPT codes, Pega computer system, Microsoft Word, Excel, and PowerPoint.
Analyst
Amazon
Kolkata
09.2019 - 06.2021
- Chat and email support team also worked on Spanish chat and emails.
- Worked on technical support, account support, refund, and replacement and on prime department with the backend support
- Accounting associates assist auditors and accountants with basic accounting functions, such as preparing invoices, managing client accounts, preparing reports, and other clerical activities.
- Worked as SME to ramp up the new pilot project for business support.
- Working on Shipping and Delivery services projects and taking care in enhancing the delivery success ratio
- Audited team calls and published quality reports.
Technical Support Trainer
Tech Mahindra
Hyderabad
12.2018 - 06.2019
- Worked with Telstra Corporation Limited is an Australian telecommunications company.
- I worked for NBN as a technical support analyst.
- Troubleshooting for FTTN, FTTP, FTTH and FTTC.
- Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state
- I have worked with different tools like NATAMA, Siebel, ONR Source, Arise, Splunk, CMS, SMS, My knowledge.
- Technical Support Analysts are trained by IT support professionals, who resolve a variety of technical issues relating to their organization's computer systems, telecommunication network, LANs, WANs and desktop computers, whether these components are located onsite or in the field.
Pre-Sales Analyst
Codeforce 360
Hyderabad
07.2017 - 02.2018
- As Solution Architect for Technology services team within Next Generation Workplace Practice in infra division.
- Solution Preparation/Management Proposal based on Customers' Requirements, Product demonstrations, Proof of Concept Creation, Creation of Marketing Documents.
- Worked directly with stakeholders and helped on preparing dashboards for quality review and RFI, RFT, RFP and RFQ
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Tools used here are- ZOHO (CRM), and other operational CRMs.
Education
High Secondary -
Kendriya Vidyalaya Paradip Port
Bachelor of Technology - Civil Engineering Technology
Holy Mary Institute of Technology & Science- JNTUH
Post Graduate Diploma in Management - Operations Management
Narsee Monjee Institute of Management
Skills
- Business process mapping
- Process Simulation
- Microsoft Office Suite
- Operations management
- Search Engine Optimization
- Utilization Management
- Customer centric
- Google Workspace
- US Health operations
Certification
- Foundation of project management
- Fundamentals of Digital Marketing
- [ITIL@ v4 Foundation], [ITIL- PeopleCert] - [3 years]
- [PMP], [PMI] - [3 years]
- [Power BI, Six Sigma Green Belt] Training - [Lifetime]
- [Scrum Master Agile, Microsoft Azure, AWS Cloud Architect ] Training - [Lifetime]
Timeline
Senior Business Operations Analyst
Accenture
06.2021 - Current
Analyst
Amazon
09.2019 - 06.2021
Technical Support Trainer
Tech Mahindra
12.2018 - 06.2019
Pre-Sales Analyst
Codeforce 360
07.2017 - 02.2018
High Secondary -
Kendriya Vidyalaya Paradip Port
Bachelor of Technology - Civil Engineering Technology
Holy Mary Institute of Technology & Science- JNTUH
Post Graduate Diploma in Management - Operations Management
Narsee Monjee Institute of Management
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