Suresh Verma
Delhi
Summary
Operations and people leader with 10+ years driving scalable performance across BPO/IT services and healthcare revenue cycle. Built and coached high-performing teams (25–30 FTE), aligning KRAs to business goals and elevating SLA/CSAT, quality, and compliance through data-driven coaching and standardized processes. Deep expertise in AR follow-up, denial management, and claim resolution, trusted client partner who leads change, unblocks cross-functional workflows, and strengthens executive visibility with automated KPI dashboards and month-end reporting.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Assistant operation manager
IBM India
Gurugram
11.2022 - Current
- Lead and develop high-performing teams; own KRAs, coach for growth, and foster a culture of accountability, inclusion, and continuous improvement.
- Manage day-to-day operations across staffing, scheduling, workload balancing, and workflow optimization.
- Oversee healthcare revenue cycle processes, including AR follow-up, denial management, and claim issue resolution.
- Coordinate cross-functionally to streamline handoffs, improve communication, and remove blockers.
- Serve as primary client point of contact; run weekly Onshore CBO connect meetings to share status, align priorities, and resolve open issues.
- Partner with senior leadership on strategic planning, goal setting, and change initiatives.
- Conduct performance reviews, deliver constructive feedback, and manage performance improvement plans.
- Drive quality and process improvements, standardize procedures, and implement controls to enhance accuracy and throughput.
- Analyze outstanding AR and aging trends; prepare month-end summaries, financial reports, AR trending, and drop-down analyses; present insights and actions.
- Build and automate dashboards and daily/weekly performance reports to monitor KPIs and support decision-making.
- Support peer team leads with reporting, client calls, and best-practice sharing.
Team Leader (AMCC)
Teleperformance India
Jaipur
04.2021 - 10.2022
- Led a 25–30-member technical support team, driving SLA/CSAT, quality, and compliance outcomes.
- Managed workforce health: shrinkage, scheduling, attrition, and performance coaching.
- Met client-assigned targets at the team level; monitored KPIs and executed action plans to close gaps.
- Maintained deep product knowledge to deliver accurate, timely resolutions and guide escalations.
Technical Support Executive
Teleperformance India
Jaipur
01.2019 - 03.2021
- Delivered multichannel technical support in high-volume queues while meeting AHT and quality targets.
- Diagnosed and resolved software, system, and hardware issues; documented fixes and contributed knowledge articles.
- Identified recurring defects and coordinated with engineering/product to drive root-cause resolution.
- Guided customers on product selection and setup based on needs, use cases, and budget.
- Supported Windows and iOS environments; handled account, connectivity, and application issues.
Customer Support Executive
Teleperformance India
Jaipur
05.2017 - 12.2018
- Provided voice and chat support for an e-commerce retailer; resolved order, return, and account issues within SLA.
- Advanced to Technical Support through the internal STEP program based on performance.
Customer Relationship Executive
Five Splash InfoTech Pvt Ltd
Ajmer
05.2015 - 04.2017
- Joined as CRE and promoted to Supervisor in Nov 2016 based on strong performance.
- Delivered customer support for AVVNL, handling billing, service requests, and complaint resolution.
- Supervised day-to-day operations and reporting; ensured adherence to SOPs and service quality standards.
Education
Bachelor of Commerce - Economics
Maharshi Dayanand Saraswati University
Ajmer03-2015
Skills
- Healthcare revenue cycle
- Workflow optimization
- Staffing coordination
- Process improvement
- Client relationship management
- Cross-functional collaboration
- Effective communication
- Performance coaching
- Business development
- Scheduling and coordination
- Customer engagement
- Operations management
- Forecasting
- Financial administration
Accomplishments
Star performance of Q3 2023 (IBM)
Languages
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Certification
Six Sigma Yellow belt certified
Timeline
Assistant operation manager
IBM India
11.2022 - Current
Team Leader (AMCC)
Teleperformance India
04.2021 - 10.2022
Technical Support Executive
Teleperformance India
01.2019 - 03.2021
Customer Support Executive
Teleperformance India
05.2017 - 12.2018
Customer Relationship Executive
Five Splash InfoTech Pvt Ltd
05.2015 - 04.2017
Bachelor of Commerce - Economics
Maharshi Dayanand Saraswati University