Sneha Gonsalvez
Pune
Summary
A highly motivated individual in pursuit of excellence. People-oriented team leader successful in monitoring performance, delegating work and motivating members. Well-versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
15
15
years of professional experience
Work History
Team Lead
Cotiviti
Pune
05.2022 - Current
- Effectively communicated project goals to the team of Audit Support Assistants.
- Controlled shrinkage by effectively planning utilization of resources.
- Constantly monitored ASA performance, and ensured strict adherence to company/project guidelines to achieve desired outcomes.
- Fostered a cohesive working environment where each member felt valued and supported in their role.
- Effectively delegated tasks among the members, provided constructive feedback, and promoted open communication among team members.
- Prioritized professional development by identifying areas for improvement, and by providing opportunities for training and growth.
- Monitored SLA, ensured effective target allocation, target achievement, and schedule adherence.
- Provided process improvement ideas from time to time, ensuring smooth operations and quality control.
Team Lead
Cotiviti
Pune
05.2021 - 04.2022
- Coached a team of Audit Support Assistants.
- Resolved queries from subordinates, and ensured prompt updates through the query log and emails.
- Conducted trend analysis and presented recommendations to the team lead in identifying training opportunities for the team based on the query log and quality errors.
- Performed regular calibration activities with colleagues, QAs, and on-site SMEs to ensure consistency and compliance with process knowledge standards.
- Provided training for new hires and supported them during their OJT phase.
- Other assigned duties included producing reports, tracking attendance, leave records, and hourly data, summarizing audits, and monitoring production volumes.
Senior Audit Assistant
Cotiviti
Pune
01.2019 - 04.2021
- Assisted with clinical chart validation by procuring medical records and other supporting documents directly from hospitals.
- Scrutinized the patient's medical records to match them with the corresponding requests that align with the designated workflow of the process in question.
Deputy Manager
HDFC Bank
Pune
10.2013 - 05.2015
- Used active portfolio management techniques for high-net-worth clients and companies.
- Strictly adhered to KYC and AML norms when onboarding new clients.
- Enhanced value of existing accounts for current and savings account customers
- Prioritized retention of accounts by cross-selling investment products such as mutual funds, insurance policies, current accounts, and savings accounts.
- Generated referrals from the internal database.
- Looked after daily forex remittance services, locker facilities, and services for high-value current accounts and individual accounts.
Customer Service Advisor
Tech Mahindra Business Services (TECHMBS)
Pune
01.2011 - 09.2012
- Answered inbound calls, chats and emails to facilitate customer service.
- Managed complex customer accounts requiring special attention or escalation.
- Ensured compliance with company policies and procedures when interacting with customers.
- Identified customer needs and offered solutions to enhance the customer experience.
- Analyzed trends in customer complaints or requests for additional services.
- Educated customers on product features and benefits to support sales efforts.
- Contacted customers to service accounts, address issues, and propose new offerings.
Customer Service Officer
Mphasis
Pune
01.2010 - 12.2010
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Contacted customers about potential service upgrades, new services and account changes.
- Completed day-to-day duties accurately and efficiently.
Education
BBA -
Manipal Academy of Higher Education (MAHE)
Surat04-2005
Skills
- Team Management
- Training & Development
- Quality Assurance
- Subject Matter Expertise
- Client Relationship Management
- Operations Management
Timeline
Team Lead
Cotiviti
05.2022 - Current
Team Lead
Cotiviti
05.2021 - 04.2022
Senior Audit Assistant
Cotiviti
01.2019 - 04.2021
Deputy Manager
HDFC Bank
10.2013 - 05.2015
Customer Service Advisor
Tech Mahindra Business Services (TECHMBS)
01.2011 - 09.2012
Customer Service Officer
Mphasis
01.2010 - 12.2010
BBA -
Manipal Academy of Higher Education (MAHE)
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