Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SalesManager
Shivam Katiyar

Shivam Katiyar

New Delhi

Summary

Dedicated and organized Leader with over 8 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in cost, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.

  • Strong Business Experience of Growth, Cost Reduction and Quality Control - Handling of business operations through a balanced approach - Low Operational Cost - High NPS and High Serviceability
  • Competency in Program Management - Structured RCA to solve business problems through quantitative data and qualitative business aspects
  • Leadership Role Experience - Successfully handled multiple leadership roles across different business functions

Overview

9
9
years of professional experience

Work History

Operations Manager

Athelas
Gurgaon
04.2023 - Current
  • Operations Planning for the RCM functions AR and Denials
  • Cost Improvement of ~20 lakhs/month through automation and process optimization
  • Operational Cost reduction of 40% by structurally analyzing the Business P&L
  • Performed cost analysis for various projects to determine budget requirements.
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.

Account Manager

Athelas
Noida
07.2022 - 03.2023
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Created comprehensive reports on account performance and presented them to senior management.
  • Conducted market research to identify potential customers.
  • Analyzed client data and identified opportunities for growth.
  • Resolved customer complaints in a timely manner.
  • Drafted proposals outlining services, costs, and benefits for prospective customers.
  • Prepared monthly financial statements for each account.
  • Acted as main point of contact in matters relating to client concerns and needs.

Team Leader

Pacific BPO ( Access Health Care)
Noida
09.2020 - 06.2022
  • Inventory Management - Manage inventory within timelines through effective leave management, cross utilization
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.

Subject Matter Expert

Pacific BPO ( Access Health Care)
Noida
01.2019 - 08.2020
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
  • Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Assisted in developing and refining standard operating procedures for RCM.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Organized client meetings to provide project updates.
  • Mentored junior staff members on best practices related to product design and implementation strategies.
  • Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Identified areas of risk within complex projects then proposed mitigation strategies for successful completion of tasks.

Senior Analyst

Pacific BPO ( Access Healthcare)
Noida
10.2017 - 12.2018
  • Led meetings with stakeholders to discuss objectives, strategies, timelines.
  • Patient and Claim Verification, Claim Processing, handling insurance denials in efficient way
  • Perform the claim billing to the insurance company after analyzing each and every aspect
  • Handling claim rejection, appeals and MR reviews
  • Maintained an up-to-date knowledge base on industry trends, technologies, and best practices in the field of analytics.
  • Evaluated performance benchmarks and established review metrics for future tracking.
  • Participated in regular meetings with management to assess and address issues and identify and implement improvements.

Process Executive

R1 RCM
Gurgaon
11.2016 - 09.2017
  • Research, Analysis and Resolution of Claims
  • Worked as an Account Receivable
  • Evaluated and analyzed existing processes for optimization opportunities.
  • Identified areas for improvement in current operational processes.
  • Assisted senior management in developing strategies for improving overall productivity levels.
  • Observed corporate protocols and procedures to secure sensitive and confidential data.

Process Associate

InterGlobe Technologies
Gurgaon
04.2015 - 08.2016
  • Drafted new contracts or amendments based on services taken by Hotels which helps to view their position today, predict tomorrow's outcomes
  • Advised internal stakeholders on best practices for managing instructional service agreements.
  • Maintained up-to-date records of all executed contracts in accordance with organizational policy.
  • Participated in industry conferences related to instructional services agreement coordination.
  • Developed monthly sales forecasts based on historical data and market intelligence.
  • Monitored customer accounts to ensure timely payment of invoices and maintained accurate records of payments received.

Education

Bachelor of Computer Applications -

Institute of Management Studies
Noida
10.2015

Skills

  • Business and Operations Management
  • Client Relations
  • Quality Assurance and Control
  • Performance & Production
  • Cost Reduction
  • Leadership
  • Business Strategy Planning & Development

Accomplishments

  • Made a major contribution to the company by closing a significant deal and onboarding clients through impressive presentations. This resulted in a business growth of $15 million in one year.
  • Received appreciation from the CEO for consistently maintaining client satisfaction and generating new business through client referrals.
  • Recognized by the CTO for taking ownership, identifying bottlenecks, resolving daily issues, and proposing measurable improvements for the team.
  • Acknowledged by the General Manager for assisting the sales team with client onboarding.
  • Received awards such as "Rising Star," "Guardian of Order," "Moving the Needle," and "Growth Driver" in 2022-2023.
  • The client expressed appreciation for the unexpected services delivered and for meeting their expectations. This has helped maintain a good relationship with the client and contributed to business growth.
  • The client expressed their appreciation and stated that they feel they made the right choice by signing a contract with the company. This is evident in the visible revenue growth compared to the client's previous vendor.
  • Consistently recognized as Employee of the Month and Employee of the Year from 2018 to 2022.

Timeline

Operations Manager

Athelas
04.2023 - Current

Account Manager

Athelas
07.2022 - 03.2023

Team Leader

Pacific BPO ( Access Health Care)
09.2020 - 06.2022

Subject Matter Expert

Pacific BPO ( Access Health Care)
01.2019 - 08.2020

Senior Analyst

Pacific BPO ( Access Healthcare)
10.2017 - 12.2018

Process Executive

R1 RCM
11.2016 - 09.2017

Process Associate

InterGlobe Technologies
04.2015 - 08.2016

Bachelor of Computer Applications -

Institute of Management Studies

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