Shubham Anmol
New Delhi
Summary
Dynamic professional with over 10 years of experience in the outsourcing and offshoring industry, specializing in accounts receivable, customer success, medical billing AR, and US/UK collections. Proven expertise in client relationship management, process training, soft skills training, business process improvement, and dialer management. Recognized for innovative thinking and the ability to apply logical skills to streamline workflows while fostering a collaborative team environment that enhances overall productivity. Committed to driving results through effective communication and strategic problem-solving.
Overview
11
11
years of professional experience
Work History
Sr. Customer Success Specialist
Ranfort Wellness Pvt Ltd (Apollo Neuroscience, Inc.)
06.2022 - Current
- Handled approximately 250 technical general and e-commerce support inquiries per week, utilizing Zendesk and direct phone interactions to ensure timely issue resolution.
- Managed inventory shipments and analyzed delays to enhance operational efficiency.
- Executed advanced troubleshooting and root-cause analysis through comprehensive diagnostics and usage data evaluation.
- Managed billing collection and credit processing activities to ensure timely account reconciliation.
- Coordinated efforts among customers, marketing, and product development by escalating defects through Jira to ensure timely resolution of inquiries and enhancement of product quality.
- Coordinated training sessions for new employees to ensure effective skill acquisition.
- Engaged with customers on social media to address complaints and enhance overall satisfaction.
- Facilitated cross-functional collaboration to ensure comprehensive understanding of Apollo's customer service offerings and their impact on business decisions.
- Developed customer success strategies to enhance client satisfaction and retention.
- Analyzed customer feedback to identify trends and drive product improvements.
Senior AR Analyst
NTT DATA Global Services (NLB Services)
11.2018 - 01.2023
- Achieved efficient claims processing by effectively managing emails and calls through proactive engagement with insurance carriers and responsible parties. Enhanced client satisfaction by effectively addressing concerns and facilitating clear communication. Improved overall service quality by implementing efficient support processes.
- Resolved customer issues effectively, enhancing satisfaction with renewal account support appeals and level 2 escalations.
- Performed comprehensive billing collection and credit processing, maintaining precise reconciliations on designated accounts.
- Analyzed payment discrepancies to ensure accurate financial records and facilitate timely resolutions.
- Analyzed accounts receivable data to identify trends and improve cash flow forecasting.
- Led reconciliation processes, ensuring accuracy in financial statements and compliance with regulations.
Account Support Executive
83incs (Profedge Solutions India Pvt Ltd)
03.2018 - 10.2018
- Provide business support to existing clients
- Engage in Business-to-Business sales with new and existing clients for our internal product
- Providing feedback to engineering team based on issues reported
- Creating detailed SOP's on our internal product to help our client
Team Leader and Process Trainer
SLL Capital India Pvt Ltd (ABS Consulting India Pvt Ltd)
02.2016 - 11.2017
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Creating daily workflow for dialer and adding strategies for dialer automation
- Handling L2 disputes, complaints and vulnerability
- Assessing the customer feedback and evaluating areas of improvement. Providing critical feedback to the associates on improvement and achieving higher customer satisfaction matrices
- Analyzing system behavior and identifying reoccurring issues, reporting bug to the technical team for amendment
- Spearheaded the transition of data onto new CRM
- Maintaining system and team reports for review at the board meeting
- Handling company mailboxes, creating and managing Email Adhocs required by process
- Process, soft skills training for new entrants and process transition
- Retraining and evaluation for current employees
- Creating training Manual and short guide for process
Senior Executive
Shergroup India Pvt Ltd (SLL Capital Pvt Ltd)
04.2015 - 12.2015
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Resolved problems, improved operations, and provided exceptional service.
- Managed third-party collections for multiple UK clients, ensuring timely resolution of outstanding debts.
- Investigated and mediated disputes while handling Level 2 complaints to enhance customer experience.
- Managed company mailboxes and facilitated resolution of disputes through effective email communication.
- Analyzed data and prepared daily collection reports to provide insights for team operations.
Education
Bachelor of Arts - English Program
Institute of Management And Technical Studies (IMTS)
Noida, Uttar Pradesh01-2015
Skills
- Customer Success Specialist
- Technical troubleshooting
- Medical billing AR
- Complaint handling
- Process and Soft skills training
- Collections specialist
- E-Mail workflow management
- Team development
- Order fulfillment
- Business process improvement
- Cross-functional coordination
Hobbies
Photography, Cooking, Travelling & Anime.
Timeline
Sr. Customer Success Specialist
Ranfort Wellness Pvt Ltd (Apollo Neuroscience, Inc.)
06.2022 - Current
Senior AR Analyst
NTT DATA Global Services (NLB Services)
11.2018 - 01.2023
Account Support Executive
83incs (Profedge Solutions India Pvt Ltd)
03.2018 - 10.2018
Team Leader and Process Trainer
SLL Capital India Pvt Ltd (ABS Consulting India Pvt Ltd)
02.2016 - 11.2017
Senior Executive
Shergroup India Pvt Ltd (SLL Capital Pvt Ltd)
04.2015 - 12.2015
Bachelor of Arts - English Program
Institute of Management And Technical Studies (IMTS)