ROHAN KUMAR

• Managed a high-performing team of 18 agents, driving improvements in key performance metrics, including achieving a 85% customer satisfaction rate (CSAT) consistently over 4 months.

Ticket Management in Zendesk:

• Converts customer queries from email, chat, phone, or social media into tickets.
• Allows agents to prioritize, categorize, and assign tickets to appropriate teams.

Multi-Channel Support though Zendesk:

• Integrates all customer interaction channels (email, voice, chat, social media).
• Provides a unified view of the customer.

Macros and Automation in Zendesk:

• Predefined responses (macros) for common queries to save time.
• Automates ticket assignments and follow-ups using triggers and workflows.

Customer Interaction History via Zendesk:

• Provides agents with full context (previous interactions, ticket status).
• Reduces resolution time and improves customer experience.

Reporting and Analytics through Zendesk:

• Tracks metrics like first response time, ticket resolution time, CSAT (Customer Satisfaction Score), etc.
• Helps supervisors monitor team performance and SLA adherence.

Knowledge Base Integration:

• Provides agents and customers access to self-service articles and FAQs.
• Reduces ticket volume and improves first-call resolution.
• Collaborated with cross-functional teams to gather relevant data and insights for business review meetings, ensuring alignment with client expectations and company goals.

Customer Support:

• Handle inbound and outbound calls or emails from members, providers, or insurance companies.
• Provide accurate information on policy benefits, claim status, and coverage details.
• Resolve inquiries or escalate complex issues to higher departments.
  
  
  Data Entry & Documentation:

• Enter and update member or provider information accurately in the system.
• Maintain thorough documentation of all transactions and communications.

Prior Authorization Handling:

• Assist in managing requests for pre-authorizations for procedures or treatments.
• Communicate with providers regarding approval status and additional requirements.
  
  Adherence to Compliance:

• Follow HIPAA and other relevant regulatory standards.
• Ensure all processes meet client SLAs (Service Level Agreements) and quality benchmarks.

• Answering phone calls and providing resolution on calls.
• Providing detailed information about products and services to customers.
• Addressing customer issues and complaints in a timely manner, finding solutions, and escalating complex problems when necessary.
• Maintaining accurate customer data and interaction history.
• Adhering to established guidelines and procedures for customer service interactions.