Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
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Komala Kiran. S

Hyderabad

Summary

Senior Analyst with extensive experience in product support, API integrations, and root cause analysis in the healthcare SaaS domain. Adept at troubleshooting complex client issues, analyzing API and log data, and providing high-level support. Skilled in using tools such as SQL, SUMO Logs, Grafana, Superblocks, and HL7 to resolve technical problems and enhance customer experiences. Proven track record of collaborating with development teams to identify and report bugs, while driving continuous product improvements and achieving key performance indicators. With a client-focused approach, I excel in delivering exceptional service and optimizing patient intake processes to support business goals.

Overview

6
6
years of professional experience

Work History

Sr, Analyst Product support

Phreesia (Rayden Interactive)
12.2022 - Current
  • Company Overview: Phreesia is an exceptional SaaS product for the health care industry, which has automated the patient intake management process with robust tools for Registration, scheduling, payments, and clinical supports and thus creating a great patient experience
  • Primary responsible to deliver exceptional client experience by providing timely resolutions for the technical cases created on the product
  • Addressing the cases through Salesforce as primary tool integrated with outlook and on few occasions by picking Inbound Calls through Talk desk
  • Technical cases primarily vary from API Integration related issues such as problems with Imports/Exports including HL7
  • Used JIRA – for change management on Enterprise clients
  • Experience in analyzing the XML logs to identify the cause of the problem and assist the customers accordingly
  • To effectively document and gather information about all reported issues and escalate whenever required
  • Maintaining the existing confluence/Knowledge Articles and enhance if there are any new process changes
  • Workflow Logic corrections if needed
  • Troubleshooting Mobile Communication issue
  • Responsible to identify root causes of technical problems and recommend appropriate solutions
  • Recommended process improvements by continually identifying, analyze the challenges faced by the clients
  • Troubleshooting Payment Gateway issues related to Apirva and Vantiv
  • Facilitated collaboration between cross functional teams to ensure successful completion of case milestones
  • Oversaw communications with multiple stakeholders during application downtime until restoration
  • Involved in running SPROC on the clients SQL to resolve permission issues
  • Delivered consistent CSAT’s and achieve the KPI’s month on month
  • Responsible to gather if any possible feedback on the products by creating a product feedback case and working along with the Development team
  • Phreesia is an exceptional SaaS product for the health care industry, which has automated the patient intake management process with robust tools for Registration, scheduling, payments, and clinical supports and thus creating a great patient experience
  • Tool usage: Sales Force, SUMO Logic, Graffana
  • Healthcare Markets worked for API Support: Office Practicum, Modernizing Medicine, Advanced MD, Compulink, Greenway, Azalea, eClinical Works

Senior Technical Support Associate

Diebold Nixdorf
08.2021 - 12.2022
  • Handling all the L1 tickets in the queue and troubleshooting the issues
  • Monitoring the queue for priority tickets and working on them according to the urgency
  • Troubleshooting on POS machines and DN equipment’s and peripherals like scanner, printers, EFT, monitor display etc
  • Configuration adjustments on register and back store
  • Health check and EOD analysis
  • Handling service desk and technician calls
  • Monitoring Belfius mailbox and working on them when required
  • Got trained for CCH and handling the calls and tickets
  • Monitoring and handling calls from Belfius and JoFiCo banks is any Major incidents
  • Tools Used: EBS, Eservices, App gate, RDC

Senior Technical Support Associate

Tech Mahindra
01.2020 - 05.2021
  • Identifying the glitches in tools and escalate it to the higher authorities for the smooth on-going customer service
  • Conducted team building activities
  • Dealing with Troubleshooting of internet service which includes LAN, WAN, intermittent connectivity etc
  • Troubleshooting of Routers and configuration
  • Troubleshooting all FIOS Verizon equipment’s such as routers, setup box, phone connection, fire stick, mobile applications etc
  • Inbound Sales and handling account and billing queries
  • Maintaining multiple Parameters parallel like FDR, AHT, QA, 5SSD, ACW and RPC
  • Tool usage: Optix, IVAAP, Tech See, Coffee back office, Storc
  • Process: Technical support for Verizon (Internet, phone, and cable service provider)
  • Achievements: Have maintained high performance standards on critical measurement metric (Throughput, Quality and SA) all the while

Customer support associate

Synchrony Financial
05.2019 - 12.2019
  • Work on high-risk critical queues within Specialized processing group
  • Have been trained on complex queues which will have direct impact on the Customers and Attorneys
  • Have maintained high performance standards on critical measurement metric (Throughput, Quality and SA) all the while
  • Tool usage: Work station, FDR, I2R
  • Process: Retail Cards (PayPal Credit, GAP, Banana Republic, OLD Navy, Athleta Inc) and I2R

Education

B. Tech - ECE

RRS COLLEGE OF ENGINEERING

Diploma - ECE

Government Polytechnic Masab Tank

Secondary School Certificate -

Indo American School

Skills

  • Windows
  • Linux
  • Network configuration
  • SQL
  • HTML/XML
  • Superblocks, Grafanna
  • API integrations
  • Root cause analysis
  • SUMO
  • JIRA creations

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Sr, Analyst Product support

Phreesia (Rayden Interactive)
12.2022 - Current

Senior Technical Support Associate

Diebold Nixdorf
08.2021 - 12.2022

Senior Technical Support Associate

Tech Mahindra
01.2020 - 05.2021

Customer support associate

Synchrony Financial
05.2019 - 12.2019

B. Tech - ECE

RRS COLLEGE OF ENGINEERING

Diploma - ECE

Government Polytechnic Masab Tank

Secondary School Certificate -

Indo American School
Komala Kiran. S