Rishi Patel

• Resolved 95% of Tier 1 and Tier 2 tickets within SLA, achieving a 15% improvement in resolution time year-over-year.
• Delivered expert technical support via Salesforce, phone, email, and remote sessions, maintaining a 98% customer satisfaction score.
• Managed escalated cases with development teams, reducing escalations by 20% through comprehensive troubleshooting.
• Configured IIS for HTTPS binding and resolved connectivity issues with DMS platforms, enhancing system performance.
• Contributed toward the creation of a centralized knowledge base, improving team efficiency by 30%.
• Mentored 5+ junior team members, fostering skill development and enhancing team performance.

• Analysed litigation data and prepared load files (.DAT and .OPT) using SQL queries, ensuring 100% accuracy in client deliverables.
• Optimized indexing processes for processed data, reducing turnaround time by 20%.
• Collaborated with cross-functional teams to generate actionable insights through data analysis.

• Provided Level 2 support for missing ERA, claim rejections, and acknowledgment reports, achieving a 90% first-call resolution rate.
• Improved real-time connectivity with payers using SOAP-based web services, enhancing data exchange efficiency.
• Streamlined patient data management processes through SQL and Excel, reducing errors by 25%.

• Installed software on client systems and configured IIS for application deployment, reducing implementation time by 10%.
• Automated data migration tasks using Excel VBA, improving data handling efficiency.
• Developed demo files to showcase application capabilities, improving client onboarding experiences.

• Resolved client issues with WordPress themes and plugins, maintaining a 95% satisfaction rate.
• Conducted theme and plugin testing for updates, ensuring compatibility and stability.
• Authored support documentation, reducing recurring queries by 20%.