Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
Timeline
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Shivangi Goutam

Gurgaon

Summary

Dynamic customer service professional with a proven track record at Concentrix, excelling in upselling and conflict resolution. Adept at analyzing customer feedback to enhance service quality and collaborating across departments to drive efficiency. Skilled in claims processing and committed to delivering exceptional customer experiences.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Sr Cutsomer Service Rep

Concentrix
Gurgaon
09.2023 - 11.2024
  • Analyzed customer data to identify opportunities for upselling services.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Provided product information and answered questions regarding features, pricing plans.
  • Tracked orders through shipping companies' websites until they reached their destination.
  • Collaborated with other departments such as Sales, Marketing, and Technical Support.

Analyst

R1 Rcm
Tikri
08.2021 - 02.2022
  • Maintained an organized filing system for all documents related to medical billings and collections.
  • Verified insurance coverage eligibility with insurance companies.
  • Worked closely with other departments such as accounting and customer service to ensure accurate processing of claims and payments.
  • Initiated appeals process when necessary to resolve denied claims or incorrect reimbursements from insurers.
  • Analyzed trends in denials, rejections, underpayments to improve reimbursement rates.

Customer Service Executive

Radical Minds
Gurgaon
01.2020 - 04.2021
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Monitored customer feedback regularly to identify areas for improvement in services offered.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Tracked customer complaints and followed up to ensure resolution was achieved.

Education

Master of Science - Mathematics

Allahabad State University
Prayagraj
03-2024

Bachelor of Science - Physics , Chemistry , Maths

Allahabad State University
Prayagraj
05-2021

Skills

  • Customer service
  • Upselling techniques
  • Claims processing
  • Conflict resolution
  • Cross-department collaboration
  • Feedback monitoring
  • Order tracking
  • Customer relationship management
  • Effective communication

Affiliations

  • Recognized with 'Top Performer of the Quarter' for consistently achieving and surpassing performance targets.

Languages

Hindi
First Language
English
Advanced (C1)
C1

Certification

  • Received top NPS score certificate for delivering consistently outstanding customer experiences.

Timeline

Sr Cutsomer Service Rep

Concentrix
09.2023 - 11.2024

Analyst

R1 Rcm
08.2021 - 02.2022

Customer Service Executive

Radical Minds
01.2020 - 04.2021

Master of Science - Mathematics

Allahabad State University

Bachelor of Science - Physics , Chemistry , Maths

Allahabad State University

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Shivangi Goutam