Hi, I’m
Soumya Moudgalya
Team Lead
Hyderabad
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills.
Overview
13
years of professional experience
2
years of post-secondary education
1
Certification
Work History
GeBBS Healthcare SolutionsHyderabad
Team Lead
08.2022 - 06.2023
Job overview
- Worked for multiple projects as a Team Lead and handled the team o 20 members
- Worked for (1) AR-Follow Up (2) Provider Enrollment Application Submissions (3) Provider Enrollment Process & (4) Eligibility & Benefits Verification
- Conducted training and mentored team members to promote productivity with Quality and commitment.
- Maintained and published daily and weekly productivity reports to management.
- Worked on client escalations within the TAT and with 100% accuracy
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Achieved project deadlines by coordinating with clients to manage performance.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Held weekly team meetings to inform team members on updates and to discuss the performance.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Designed strategic plan for process development practices to support future projects.
Google Ads UMMHyderabad
Quality Analyst
04.2014 - 08.2022
Job overview
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Developed and maintained quality assurance procedure documentation.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Providing feedbacks and coaching to agents in order to
help improve call quality following QASA framework CSAT analysis by doing RCA and coaching agents accordingly - Functioning as a QA and SME for the entire team
- Promoted as a QA for Google Ads SMB and worked with both Scaled and Engage teams due to exceptional
performance - Compiled and distributed weekly reports to team leaders and managers to improve service time and quality while increasing productivity.
- Analyzed quality and performance data to support operational decision-making.
Google Ads UMM Hyderabad
Account Strategist
01.2014 - 04.2019
Job overview
- Identified appropriate marketing channels and target customers for campaigns.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Worked as product expert providing marketing
expertise to clients while helping them establish and
reach their business objectives - Consulting existing Google Ads advertisers to
help them optimize performance of their account
according to their Business Objectives - Used various market research tools and techniques to gather, analyze and interpret data.
- Researched and evaluated potential new markets and products.
- Developed questionnaires and facilitated focus group discussions.
- Generated reports to support development and implementation of marketing plans.
- Tracked key performance indicators to measure success of campaigns.
- Helping advertisers create new campaigns and
keeping them updated about new features - Designed and executed various campaigns which
includes Search, Display, Video and Shopping based
on Clients Marketing Objectives - Research industries, market trends, sales,
demographics and other data to client's product
services - Designed various audience targeting campaigns,
based on line-of-business. Also helped implement
ROAS based strategies for advertisers with high
spend account and having similar marketing
objective
ADP India Pvt. LtdHyderabad
Analyst
01.2014 - 11.2016
Job overview
- Worked for US Healthcare (Provider Service) to follow up with insurances for claim payments Tracked, planned, and evaluated program data for key decision making and strategic planning.
- Created volume report for every client based on
outstanding AR and sent the reports across the team and business head - Responsible for a team of 6 people and made sure every team member reaches the set targets with Quality
- Audit the work on daily basis and prepared the
dashboard for the BU and give the feedback to the
employees on the same
Apollo Health StreetHyderabad
Revenue Cycle Analyst
07.2010 - 07.2013
Job overview
- Worked for U.S. Health Care (Provider Services) to follow up with Insurances for claim payments.
- Was able to get good cash collection for the process
while working on high dollar assignments and Was able to get a good cash collection for the process while working on high dollar assignments. - Prepared PCN's (Process Change Notifications) and
maintained all the updates and circulated the same to
the team - Worked on credit balances and prepared refund letters
for patient and insurances in credit balances and
provided training for the same for the other associates - Created online credentials for many insurances and used to help the team to solve the account mostly online and tried to resolve the account online without violating HIPAA
Education
Singhania University Of Distance Education
B.Com from General
04.2008 - 03.2010
Skills
Production monitoring
Performance improvement
Employee Evaluation
Quality control
Google Ads Optimization
Research & Strategy
People Management
Quality Analysis
Quality Assurance
Training & Mentoring
Performance Management
Process Improvement
Root Cause Analysis
Campaign Development
Escalation Management
Daily workflow improvement
Achievements
- Worked for US Healthcare providers and
resolved the 100% outstanding AR within SLA - Recognized as AOQ -(Associate of Quarter)
and remained on the top of set production
and Quality levels every month
Personal Projects
QASA Tool Metrics
- Working on the Google QASA framework in
order to figure out the loop holes that could be
fixed to make it more unbiased and effective
while the calls are scored
Escalation Tracker
- Working on escalations to figure out the
difference metrics and streamline the TAT. Also,
finding solutions in order to reduce the
escalations through RCA
Certification
Lean Six Sigma GB - MSME - Technology Development Center, Chennai (Ministry of Micro, Small & Medium Enterprise)
Timeline
Team Lead
GeBBS Healthcare Solutions
08.2022 - 06.2023
Lean Six Sigma GB - MSME - Technology Development Center, Chennai (Ministry of Micro, Small & Medium Enterprise)
02-2022
Quality Analyst
Google Ads UMM
04.2014 - 08.2022
Account Strategist
Google Ads UMM
01.2014 - 04.2019
Analyst
ADP India Pvt. Ltd
01.2014 - 11.2016
Revenue Cycle Analyst
Apollo Health Street
07.2010 - 07.2013
Singhania University Of Distance Education
B.Com from General
04.2008 - 03.2010