SUHAS A

• Achieved a 0.8 QA (out of 1) rating for the FY 2024-25.
• Successfully processed upsells and orders for over 90% of clients.
• Achieved a 1 rating for the months of September, October, and November for FY 2024-25.
• Assisted with escalations for enterprise accounts.
• I am part of the Quality Analyst Team and a part of the Training Team and make sure the new joiners are aligned with the processes at Order Operations.
• I've been a part of two projects: "Order Operations Repository Project" and "TACO Workflow Project."
• Handled customer requests and Slack channel requests (internal) to make sure the Cx has the best possible experience.
• I have created SOPs for a handful of processes, as I am the point of contact for the same.

ACCOUNTS CLAIM SPECIALIST

• Achieved 92% client satisfaction rate for current FY of 2023-24.
• Successfully processed claims for more than 86% of eligible customers
• Achieved 86%, 90%, and 88% on OKRs for 2nd, 3rd, and 4th quarters of FY 2022-23
• Maintained Relationships with insurers and third party associates to ensure smooth processing of claims.
• Assisted with VIP claims and made sure that the Claims processing is well withing the Promised TAT.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Responded proactively and positively to rapid change.
• Trained staff on operating procedures and company services.

• Achieved 88% and 90% on OKRs for 2nd and 3rd quarters of FY 2021-22
• Identified production flaws, conducted root cause analysis, and worked on quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
• Used Salesforce to process transactions with precision
• Collaborated with team of Retails Electricity Provider in Texas in development of improved processes for electricity supply without disconnection
• Successful at upselling, maintaining customer relations and follow up and managing CLM Escalations from Process Associate.

WORKED FOR THE PROCESS - EXPEDIA (Travel Industry)

• Achieved 88% and 90% on OKRs for 2nd and 3rd quarters of FY 2019-20
• Was Subject Matter Expert (SME) and have successfully aligned new trainees with processes.
• Identified production flaws, conducted root cause analysis, and worked on quality assurance to resolve issues. Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
• Successfully used Salesforce to process transactions and updated financial records and maintained reports of Expedia reservations via MS Excel
• Excelled as QA and involved in escalation calls to provide best resolutions to customers

WORKED FOR THE PROCESS OF HILTON (Hotel Industry)

• Addressing customer needs, selling and upselling products and services to fit specific requirements.
• Was Training Assistant for new joiners
• Team player, listened and responded to customer requests and forwarded necessary information to superiors.