Shyamala MC
Bangalore
Summary
I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities.
Overview
11
11
years of professional experience
Work History
customer experience executive
Equiniti India LTD
03.2021 - Current
- Share Registration & Corporate Actions: Managing the full lifecycle of shareholder records, handling stock splits, dividends, and other corporate events
- Employee Share Plans: Administering employee stock ownership programs, including share option schemes and employee stock purchase plans (ESPPs).
- Shareholder Services: Equiniti is widely known for providing shareholder services to businesses and institutional investors. These services include share registration, corporate actions, and dividend payments, among others. Equiniti helps companies manage their shareholder relationships and ensures regulatory compliance with services like proxy voting, record-keeping, and annual general meetings (AGMs).
- Execute buy and sell orders on behalf of clients, ensuring trades are processed accurately and efficiently across the stock and equity markets.
- Handle inbound customer queries (calls, emails) from shareholders / clients regarding buying and selling shares, account information, transaction status, and related issues. Simply Hired+2Built In+2
- Resolve more complex or escalated customer issues; act as a go‑to person for more difficult queries. Simply Hired+1
- Support and coach junior team members; possibly train them on systems, product knowledge, processes. Simply Hired, Talentify.
- Ensure service levels, quality standards, and regulatory obligations are met (e.g. compliance with company procedures, data security, regulatory frameworks such as the FCA where applicable) Simply Hired+1
- Perform quality checks, trend analysis, and complaint handling; identify root causes and contribute to continuous improvement initiatives. Talentify+1
- Support Team Leader / QC & Workflow Manager in monitoring workload, performance, and reporting. Talentify+2Simply Hired+2
- Maintain accurate records, ensure data integrity, and adhere to information security and confidentiality policies. Simply Hired+1
- Identify opportunities to improve processes and customer satisfaction, suggest improvements to workflows, and help implement them.
Associate prof finance
DXC TECHNOLOGY
12.2020 - 01.2021
- Manage end-to-end workers’ compensation claims for healthcare employees, including nurses, doctors, support staff, and administrators.
- Serve as a liaison between injured employees, healthcare providers, insurance carriers, legal teams, and third-party administrators (TPAs).
- Ensure all incident reports are completed accurately and promptly following workplace injuries or exposures (e.g., needle sticks, slips, or patient-related injuries).
- Partner with Employee/Occupational Health, Infection Control, and Safety teams to investigate incidents and coordinate follow-up care.
- Monitor claims for timeliness, completeness, and cost-efficiency while maintaining compliance with federal and state workers' compensation laws (including OSHA and HIPAA regulations).
- Facilitate modified duty and return-to-work programs, ensuring appropriate accommodations in collaboration with department managers and HR.
- Maintain accurate documentation of all workers' compensation claims and employee communications.
- Provide reports and trend analysis to leadership for safety improvement and risk mitigation efforts.
- Participate in safety committees, and staff training initiatives on injury prevention and reporting procedures.
- Coordinate with legal counsel on complex, or litigated claims.
Clin Admin Coordinator
OPTUM
10.2017 - 05.2019
- Serve as a contact point for providers, facilities, clinical staff, and members for inquiries, clarifications, and service requests. Teal+2Indeed+2
- Review, organize, and attach clinical documentation / medical records to cases; ensure documentation is complete & compliant. Talents by Vaia+2Teal+2
- Assist clinical staff by preparing or “triaging” cases for clinical review, helping in setting up documents for coverage reviews, etc. Monster+1
- Conduct inbound and outbound calls as needed (e.g., provider verification, member scheduling, outreach for missing information, customer service). WayUp+2Indeed+2
- Monitor electronic queues / communication channels (phone, email, fax, system queues), respond to requests or escalate where necessary. WorkLATAM+2Teal+2
- Meet productivity, quality, and compliance metrics and standards. Indeed+1
- Participate in training, process improvement, special projects as assigned
Senior Associate
Cognizant Technology Ltd
07.2016 - 09.2017
- Manage and execute end‑to‑end healthcare operations tasks, such as claims processing, enrolment, provider / network operations, eligibility verification etc.
- Serve as a subject matter resource in healthcare processes or product lines (for example: payer side, provider side, clinical documentation, care coordination).
- Coordinate with internal stakeholders (clinical teams, technology/IT, quality, compliance) and external stakeholders (providers, regulatory bodies, members) to ensure healthcare delivery meets contractual, regulatory, and quality standards.
- Drive process improvements: identify inefficiencies, propose solutions, help implement changes to reduce turnaround time, costs, errors.
- Perform data collection, analysis, reporting and metrics monitoring. Use data to assess trends, flag issues, provide insights for management decision‑making.
- Ensure adherence to compliance: HIPAA (or relevant data protection laws), clinical documentation requirements, audits, regulatory reporting.
- Escalate cases or issues that require advanced clinical, legal or regulatory intervention.
- Support or lead small projects or initiatives — e.g., implementation of new policy, new tool or system enhancements, workflow automation.
- Mentor / guide junior associates; provide training and share best practices.
- Maintain documentation of SOPs, workflows, process maps, training materials etc.
Senior Process Executive
Infosys Technology Ltd
10.2014 - 06.2016
- Conduct keyword research and mapping based on search intent, competition, and traffic potential.
- Optimize website content, meta tags, headers, URLs, and images for SEO best practices.
- Ensure proper internal linking and site architecture.
- Collaborate with content teams to develop SEO-friendly blog posts, landing pages, and product content.
- Conduct regular SEO audits to identify and fix technical issues (crawlability, indexation, site speed, mobile responsiveness, etc.).
- Collaborate with developers to implement structured data (schema markup), improve site performance, and resolve errors.
- Manage XML sitemaps, robots.txt, canonical tags, and redirect strategies.
- Use tools like Google Analytics, Google Search Console, SEMrush, Ahrefs, or Moz to track performance.
- Monitor keyword rankings, traffic, CTR, bounce rate, and conversions.
- Prepare monthly SEO performance reports and suggest action plans.
Education
Masters - ECONOMICS
Bangalore University
BangaloreBachler’s - ECONOMICS
Bangalore University
BangaloreHigher Secondary -
Bangalore University
BangaloreSkills
- Positive Language
- Calming Presence
- Goal Orientated Focus
- Shareholder services
- Corporate actions management
- Employee share plans
- Compliance standards
- Customer relationship management
- Claims processing
- Process improvement
- Time Management Skills
- Patience and Attentiveness
- Internet
- MS-Excel
- MS-Office
- Power point
- SPSS
Languages
- English
- Kannada
- Hindi
- Tamil
- Telugu
Disclaimer
I hereby declare that the information and data furnished above are true and correct to the best of my knowledge and belief.
Roles And Responsibilities
- Responsible for responding to inbound calls and making outbound follow-up.
- Analyze all customer issues and assist to resolve all within timeframe.
- Manage all customer inquiries and summarize same to be presented to management.
- Analyze all issues and recommend alternate solutions to ensure effective resolution.
- Escalate all customer’s issues to higher level if required.
- Well versed in identifying customer needs and able to offer a solution quickly.
- Worked in teams and in a self-directed environment.
Timeline
customer experience executive
Equiniti India LTD
03.2021 - Current
Associate prof finance
DXC TECHNOLOGY
12.2020 - 01.2021
Clin Admin Coordinator
OPTUM
10.2017 - 05.2019
Senior Associate
Cognizant Technology Ltd
07.2016 - 09.2017
Senior Process Executive
Infosys Technology Ltd
10.2014 - 06.2016
Masters - ECONOMICS
Bangalore University
Bachler’s - ECONOMICS
Bangalore University
Higher Secondary -
Bangalore University
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