Santhosh Kumar N
Customer Experience Analyst
Chennai
Summary
Professional with strong background in accounts receivable management, adept at utilizing analytical skills to streamline processes and enhance financial accuracy. Known for collaborative approach and adaptability, ensuring seamless integration with team dynamics and evolving business needs. Skilled in financial analysis, reconciliation, and customer relations, consistently driving results and maintaining high standards. Reliable and resourceful in meeting organizational goals and optimizing revenue cycles.
Overview
6
6
years of professional experience
Work History
Customer Experience Analyst
Athenahealth Technology Private Limited
11.2023 - Current
- Managed escalated customer issues, resulting in timely resolution and increased satisfaction levels.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Senior Process Associate
Tomorowers Billing Partners
02.2021 - 09.2023
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
AR Associate
Omega Healthcare Management Services Private
01.2020 - 01.2021
- Reduced aging accounts receivable balances with timely follow-ups and effective communication strategies.
- Identified opportunities for automation within AR processes, leading to increased productivity and lower error rates.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Maintained strict adherence to HIPAA regulations, ensuring patient privacy and data security during all communication efforts.
Education
Bachelor of Science - Computer Science
Bishop Heber College
04.2001 -
Skills
Customer experience
Analytical mindset
CRM software expertise
Accounts receivable management
Problem-solving abilities
Timeline
Customer Experience Analyst
Athenahealth Technology Private Limited
11.2023 - Current
Senior Process Associate
Tomorowers Billing Partners
02.2021 - 09.2023
AR Associate
Omega Healthcare Management Services Private
01.2020 - 01.2021
Bachelor of Science - Computer Science
Bishop Heber College
04.2001 -