Ravi Shrivastava

Results-oriented professional with 8+ years of experience in Operations Management, Process Management, Client Servicing, and Team Management in the Service industry. Currently serving as a Sr. Team Lead/Operations at Capgemini. Skilled in maintaining strong client relationships to achieve quality product and service norms. Proven track record in resolving critical service-related issues to enhance customer satisfaction.

• Date of Birth: 05/29/75
• Marital Status: Married

• CapGemini/iGATE Computer Systems, Noida, UP, Sr Team Lead, 10/01/09, 06/30/16, Handling Back Office Operations for a US Health Insurance providers (Emdeon Business Services: October 2009- June 2016) wherein the process deals with conversion of data on HCFA 1500 and HCFA 1450., Coordinating and managing a team of 47 members and motivating them to perform at highest energy levels., Working as an interface between the management and the team., Conducting monthly assessment of the knowledge and understanding of the team and giving requisite training and feedbacks to the ones found lacking in it., Monitoring the process as per quality parameters, ensuring maintenance of quality and exercising quality control over the functions of the team., Tracking and updating process CTQs and Standard Operating Procedures (SOPs)., Managing Productivity MIS and process metrics., Automated the process with a lot of user friendly excel sheets., Introduced a centralised feedback system in which any team member can have a look at his rating and performance., Introduced a visual Management tool for employees to communicate their issues.
• Exl Services, Noida, UP, Customer Care Executive, 04/01/09, 10/19/09, Report to Assistant Manager., Assigned to process service provider request in regard to claim for the services rend (Claim Processor)., Understand requirements., Identification of request, validate and process further in accordance with verification and requirements., Prepare excel sheet record for the month end performance and made the quality and production details for my team as well.
• Patni Computers, 09/01/06, 04/30/09, Working with Health Insurance policies., Process policies for proposed insurance, which goes next to exception manager, underwriters and case Manager., Quality check for client.
• INOX Global Services, 02/01/06, 09/30/06, Working with Health Insurance policies., Process policies for proposed insurance, which goes next to exception manager, underwriters and case Manager.
• I Services, 06/01/04, 02/28/06, Working with Health Insurance policies., Process policies for proposed insurance, which goes next to exception manager, underwriters and case Manager.