Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Selvakumar S

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

undefined

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

Similar Profiles

CREATE PROFILE
Selvakumar STeam Leader