Rajendrababu N
Vishakapatanm
Summary
Motivated service delivery manager with several years of experience recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings. Ready for a new position where attention to detail and a wide knowledge of technology can be utilized.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/ Program Manager
Optum(Artech Payroll)
Hyderabad
02.2023 - 01.2024
- Resolved escalated customer issues in a timely manner according to established procedures.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Managed risk and implemented mitigation strategies to minimize impact on service delivery.
- Coordinated activities between departments to ensure smooth service delivery process.
- Prepared and presented detailed reports on service performance, challenges, and achievements to senior management.
- Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
- Established relationships with external stakeholders to support service delivery operations.
- Maintained records of customer interactions and complaints for future reference.
- Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.
- Monitored performance metrics to identify areas for improvement.
- Ensured SLA compliance and maintained service delivery quality standards.
Service Delivery Supervisor
Conduent
Vishakapatanm
04.2022 - 02.2023
- Developed strategies for increasing efficiency of Service Delivery Teams through improved workflow design.
- Monitored employee work levels and optimized performance with strategic approaches.
- Conducted regular meetings with service delivery staff to discuss performance and provide feedback.
- Provided guidance on how best utilize resources available within the organization's infrastructure.
- Oversaw workforce schedules and allocated resources in order to achieve project goals.
- Monitored and evaluated service delivery staff performance to ensure compliance with organizational standards.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Team Leader - Operations
Techmahindra
Vishakapatanm
07.2018 - 04.2022
- Trained, managed and motivated employees to promote professional skill development.
- Developed and implemented strategies to improve customer service performance metrics such as resolution times and customer satisfaction ratings.
- Analyzed customer service metrics to prepare reports for management.
- Ensured compliance with company policies and regulatory requirements related to customer service.
- Identified potential risks or problems within the department before they became an issue.
- Assisted with recruiting and hiring perspective candidates.
- Coached staff on strategies to enhance performance and improve customer relations.
- Evaluated individual employees' performance regularly using objective criteria.
- Supported associates career development by discussing potential for growth within company.
- Mentored newly hired staff in upselling techniques to improve sales.
- Assisted in recruiting, hiring, onboarding, and training new CS staff members.
Claims Representative
United Health Group
Hyderabad
10.2014 - 12.2016
- Monitored performance metrics such as turnaround time, quality control measures.
- Reviewed administrative guidelines whenever questions arose during processing of claims.
- Evaluated insurance claims to ensure accuracy and completeness of documents.
- Assessed denials based on established criteria and procedures.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Reviewed claims for accuracy before submitting for billing.
- Applied knowledge of coding systems such as ICD-10, CPT, and HCPCS to accurately process claims.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked with cross-functional teams to achieve goals.
Process Executive
Patra Corp India
Hyderabad
10.2013 - 10.2014
- Organized and maintained documents, files and records.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Maintained quality control standards by monitoring the performance of process operations.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Maintained up-to-date knowledge of industry trends, regulations and compliance requirements.
- Utilized underwriting software to determine loan risk and make approval decisions.
- Reviewed company records to determine amount of insurance on single risk or group of closely related risks
Education
Master of Computer Applications - Computer And Information Systems
Andhra University College of Engineering
Vishakapatanm05-2014
Bachelor of Science - Computer Science
Samhitha Degree College
Rajahmundry06-2011
Intermediate Certificate - Mathematics, Science
Goverment Jr College ( Boys)
Kovvur06-2008
Secondry School Certificate - High School Administration
Deepthi English Medium School
Vemuluru, Kovvur04-2005
Skills
- Client relationship management
- Service level agreement management
- Business analysis
- Training and coaching
- Customer engagement
- Workload management
- Billing & invoicing
- Resource allocation
- Effective listening and communication
Certification
- Amazon Customer Excellence System
- Competency Based Interview Skill
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Timeline
Service Delivery Manager/ Program Manager
Optum(Artech Payroll)
02.2023 - 01.2024
Service Delivery Supervisor
Conduent
04.2022 - 02.2023
Team Leader - Operations
Techmahindra
07.2018 - 04.2022
Claims Representative
United Health Group
10.2014 - 12.2016
Process Executive
Patra Corp India
10.2013 - 10.2014
Master of Computer Applications - Computer And Information Systems
Andhra University College of Engineering
Bachelor of Science - Computer Science
Samhitha Degree College
Intermediate Certificate - Mathematics, Science
Goverment Jr College ( Boys)
Secondry School Certificate - High School Administration
Deepthi English Medium School
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