SHIVAM GARG

- Managed and processed critical payment and claims transactions for U.S.-based insurance clients, ensuring accuracy and compliance with service-level agreements (SLAs).

- Resolved customer and client queries efficiently by identifying root causes and providing prompt, solutions-focused responses across email, calls, and fax communication channels.

- Collaborated cross-functionally with compliance and quality teams to drive process improvements, enhancing operational efficiency, and customer satisfaction.

- Conducted daily quality audits of payment processes to maintain compliance with defined quality standards, and reduce errors in transaction processing.

- Oversaw the timely resolution of payment and claims processing issues, maintaining 100% accuracy, and consistently meeting turnaround time (TAT) targets.

- Acted as a team lead for the audit function, mentored junior team members, facilitated process training, and supported performance improvement initiatives.

- Built and maintained strong client relationships by managing expectations, addressing escalations, and ensuring service deliverables aligned with contract KPIs.

- Drove continuous improvement by managing internal quality assurance programs, including process audits, and on-site evaluations.

- Maintained operational documentation, tracked key performance metrics, and prepared reports using Excel, audit tools, and process dashboards.

- Proficient in business operations tools such as CITRIX, PEGA, Avaya, and internal audit platforms for transaction processing and quality assurance.

- Launched and successfully managed a retail grocery business, overseeing complete operations from procurement to sales, and customer relationship management.

- Developed and implemented local marketing strategies, including flyers, WhatsApp promotions, and loyalty offers, resulting in a steady customer base and increased repeat business.

- Managed vendor relationships to negotiate competitive pricing, ensuring product quality, and profit margins.

- Supervised daily inventory management, stock rotation, and order placement to optimize stock levels, and minimize waste.

- Maintained daily cash flow, expense tracking, and sales reporting to ensure business profitability and financial stability.
- Handled the hiring and training of staff, ensuring excellent customer service, and efficient store operations.
- Adapted the business model during COVID-19, incorporating home delivery services, and safety measures to retain customer trust.

- Successfully launched and managed, overseeing daily operations, sales, and customer service.

- Conducted market research, developed pricing strategies, and managed vendor relations to ensure profitable business operations.

- Implemented local marketing strategies and promotions, like free rice and tea samples, and launched my own tea brand in the name of TASTEA.

- Managed business finances, inventory, and staff, demonstrating strong leadership.

- Adapted to market challenges and gained practical experience in business development, negotiation, and time management.

- Identified and tracked tender opportunities on government and private sector portals.

- Coordinated the preparation of pre-qualification documents, technical bids, and commercial proposals.

- Collaborated with sales, technical, and legal teams to ensure compliance with tender requirements.

- Built and maintained relationships with key stakeholders, vendors, and government bodies.

- Managed tender submissions within tight deadlines, and ensured timely follow-up on bid outcomes.
- Implemented a streamlined documentation process, reducing errors, and improving efficiency.