Selvakumar S
Team Leader
Chennai
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
AGS Healthcare
05.2023 - Current
- Delegating the tasks to the team members based on the allocation strategy
- Conducting daily team meetings to discuss about the previous day achievements and current day's goal, process updates etc
- Conducting one on one meeting to understand the team member's pulse
- Participating in the weekly client's call
- Sharing daily reports on productivity, Quality and Time on System to ensure the metrics has been met.
- Ensuring team member's daily needs has been met.
- Providing quality feedbacks to team members and ensuring the training needs has been fulfilled
- Controlling the shrinkage and attrition's in the team
- Identifying any process gaps and escalating issues with the client for solutions
- Conducting rebuttal discussion with the quality team on the team members rebuttals
Senior Quality Analyst
HCL Technologies
07.2022 - 03.2023
- Identify and recommend new process improvement opportunities
- Team handling on project based dedicated operations team
- Client escalation reviews and providing corrective and preventive actions
- Performing analysis on previous day big data to find out any anomalous activities
- Highlighting any potential risks in the operational activities to senior management
- Responsible for generating and publishing QA reports and dashboards for client calls and internal stakeholder's meetings
- Conducting QA calibration session for ops TL's and QAs to ensure the process alignment
- Performing AOA reviews to ensure client metrics were met
- Track and update the client QA reports in Client's SharePoint to ensure timeliness
- Preparing and publishing QA scorecards details
- Training newly hired QAs on the audit methodology
- Ensuring QAs met their daily goals and support them
- Volunteer for monitoring day to day operational Risk & Compliance activities.
Quality Analyst
HCL Technologies
08.2018 - 07.2022
- Performing internal and external audits and upload those into client SharePoint
- Providing feedback and coaching to the agents
- Preparing the root cause analysis for the error occurred
- Conducting weekly QA huddles
- Preparing process related questions, conducting weekly assessment and invigilation
- Working closely with new hires to identify and build the knowledge gap
- Conducting scenario-based training session on the grey areas
- Processing leadership transactions
- Supporting the ops team on the trend-based allocations to meet their goal
- Supporting operational team on the transactions when on demand
- Mentoring agents on the process related queries and obtain clarifications from client for unresolved queries via email.
Customer Service Representative
HCL Technologies
02.2016 - 08.2018
- Reviewing the claim allocated and check status by calling the payer or through IVR /Web Portal
- Asking a series of relevant questions depending on the issue with the claim and record the responses
- Preparing call notes, initiate or execute the corrective measures by sending necessary documents to Payers
- Recording the actions and post the notes on the customer s revenue cycle platform
- Acting as shift in charge in the absence of team lead or reporting manager
- Responsible for resolving escalated cases
- Acting as SME/floor support and provide guidance to people
- Identifying process gap and escalate issue to supervisor for client clarification
- Keeping track on the user's hourly count to achieve goal on daily basis.
Education
Bachelors of computer science -
St.Xavier's College
06.2007 - 05.2011
Skills
Communication
Leadership
People Management
Quality Management
Organizational and Planning
Revenue Cycle Management
MS Office
Accomplishments
- Supervised team of 25 staff members.
- Maintained low attrition percentile of 15%.
- 80% of team members achieved 3.5 ratings out of 5.
- Mentored 4 team members to achieve their next level via IJP
Timeline
Team Leader
AGS Healthcare
05.2023 - Current
Senior Quality Analyst
HCL Technologies
07.2022 - 03.2023
Quality Analyst
HCL Technologies
08.2018 - 07.2022
Customer Service Representative
HCL Technologies
02.2016 - 08.2018
Bachelors of computer science -
St.Xavier's College
06.2007 - 05.2011