Soumya Banerjee
Kolkata
Summary
Accomplished professional recognized for exceptional decision-making and problem-solving skills. Experienced in mentoring junior associates and driving customer satisfaction through effective collaboration and technical assistance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Associate
Cognizant Technology Solutions
Kolkata
12.2022 - Current
- Delivered tailored telecom solutions that enhanced customer experience and satisfaction.
- Resolved technical issues efficiently through high-volume customer interactions.
- Collaborated with cross-functional teams to streamline service delivery and boost customer satisfaction.
- Delivered subject matter expertise to resolve iTAM incidents in Sales and Care data domains.
- Access and manage escalations, and drive the current urgency of incidents, with a strong customer-first approach.
- Reviewed work of junior associates, identified knowledge gaps, corrected mistakes, and implemented changes to prevent future errors and enhance performance.
- Facilitated client meetings to discuss case progress, strategies, and expected outcomes, ensuring transparency.
Associate
iMerit Technology Services
Kolkata
12.2020 - 12.2022
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
- Communicated with insurance providers to clarify coverage details and requirements.
- Contacted insurance companies to gather information on policies and payment benefits for patients.
- Reviewed patient information for accuracy and completeness during verification process.
- Maintained organized records of insurance verifications and patient communications.
- Updated patient and insurance data and input changes into company computer system.
- Acquired in-depth knowledge of insurance plans, including Medicare and Medicaid regulations.
- Trained and guided team members to maintain high productivity and performance.
- Facilitated feedback sessions with advisers to address quality defects and monitored performance regularly.
Education
Bachelor of Technology - Electronics And Telecommunication Engineering
University of Engineering And Management Kolkata
Kokata05-2020
Skills
- Helpdesk technical assistance
- Customer relationship management software (CRM)
- Technical troubleshooting
- Process improvement
- Python
- MS-Office Suite
- Problem-solving
- Decision-Making Proficiency
- Cross-functional collaboration
- Team training
- Multitasking
- Customer service
Languages
English
Proficient (C2)
C2
Certification
- Six Sigma Green Belt
Accomplishments
- Star of the Month
Timeline
Senior Associate
Cognizant Technology Solutions
12.2022 - Current
Associate
iMerit Technology Services
12.2020 - 12.2022
Bachelor of Technology - Electronics And Telecommunication Engineering
University of Engineering And Management Kolkata