Sahil Sharma
Faridabad
Summary
Experienced BPO professional with 7+ years of experience in customer service, insurance operations, and business process management.
Previously worked as a Payment Specialist at Genpact, handling Long-Term Care (LTC) insurance reimbursement claims.
Strong communication, analytical, and problem-solving skills with the ability to work independently and meet quality and productivity targets.
A dedicated team player with excellent interpersonal skills and a commitment to delivering high-quality service.
Overview
7
7
years of professional experience
Work History
PAYMENT SPECIALIST
Genpact
Gurugram
02.2025 - 06.2026
- Process reimbursement claims for Long-Term Care (LTC) insurance policies, ensuring with policy guidelines and client requirements.
- Good knowledge of Medicare, Medicaid, PAR and Non-PAR providers, CPT and HCPCS codes, Copay, Coinsurance, Deductible, EOB/EOR, Payment Posting, Denial Management, and Payment Reconciliation.
- Review and validate claim documents, invoices, receipts, and supporting medical records for accurate reimbursement processing.
- Analyze and resolve claim discrepancies, exceptions, and payment-related issues to ensure timely claim reimbursement.
- Maintained high accuracy while meeting turnaround time (TAT) and quality benchmarks.
SENIOR TECHNICAL SUPPORT ADVISOR
Concentrix
Gurugram
05.2022 - 02.2025
- Resolved technical and customer service issues through online chat channels, enhancing customer experience and satisfaction.
- Responded to customer inquiries in a timely manner while adhering to issue resolution guidelines and quality standards.
- Educated customers on enhanced plans, features, and device benefits to drive retention and revenue while consistently maintaining customer satisfaction (CSAT) standards.
- Identified and executed upselling opportunities during service interactions without impacting customer experience.
- Cultivated strong customer relationships while meeting quality benchmarks, contributing to overall customer retention.
CUSTOMER SERVICE ASSOCIATE
Teleperformance Pvt. LTD
Gurugram
03.2019 - 03.2022
- Utilized active listening skills to address customer questions and complaints effectively.
- Communicated product benefits, features, and recommendations to enhance client retention.
- Demonstrated active listening skills during calls while responding to customer questions and complaints.
- Escalated unresolved customer issues to relevant departments for prompt resolution.
Education
Bachelor of Science - Computer Science
MDU UNIVERSITY
07-2023
Diploma - Automobile Engineering
HBSTE
05-2015
10th Grade - undefined
Holy Child Public School
FaridabadSkills
Soft Skills: Patience Self-Control Positive Attitude Persistence Proactive Listening Quick Thinking Curiosity Willingness to Learn
Productivity Skills: Effective listening Product Knowledge Deadline Management Adaptability Time Management Problem Solving
Accomplishments
- Teleperformance - Recognized by managers and customers through appreciation emails for efficiently handling customer processes and ensuring a smooth service experience.
- Concentrix - Provided support and mentorship to junior team members for 6 months, guiding them on effectively handling customer queries over chat. Served as Temporary Team Leader for 3 months during the team leader's absence, managing team operations and monitoring chat interactions to ensure service quality and productivity.
PERSONAL INFORMATION
- Date of Birth: 02/11/1995
- Gender: Male
- Nationality: Indian
- Language: English, Hindi, and Punjabi
Timeline
PAYMENT SPECIALIST
Genpact
02.2025 - 06.2026
SENIOR TECHNICAL SUPPORT ADVISOR
Concentrix
05.2022 - 02.2025
CUSTOMER SERVICE ASSOCIATE
Teleperformance Pvt. LTD
03.2019 - 03.2022
10th Grade - undefined
Holy Child Public School
Bachelor of Science - Computer Science
MDU UNIVERSITY
Diploma - Automobile Engineering
HBSTE