Tapan Desai

• Support Member and Provider queries for Medicaid HMO and Commercial Plans
• Handle process-related client queries and manage 1st level escalations
• Conduct quality checks on team work before client submission
• Monitor workflow to meet SLA deadlines
• Manage staff performance through feedback and reviews
• Track metrics including attendance and productivity
• Collaborate with Training Department for material development and new hire training
• Engage in cross-departmental work groups and meetings
• Undertake additional duties and projects as assigned.
• Improved team productivity by implementing efficient project management strategies and streamlining communication channels

As Trainer in US Healthcare:

• Provided technical training for Business Rules Configuration (Plan Loading) covering Medicare, Medicaid, and Commercial lines
• Conducted training on Claims Adjudication and Enrolment Process for all lines of business
• Certified trainer by Cognizant Academy Team
• Conducted update and remediation sessions based on Error Trend Analysis Report
• Monitored healthcare fundamental, process, and refresher training
• Customized training for senior associates and leaders
• Implemented Skill Development Program for improved work quality
• Developed training programs aligned with operational needs
• Delivered motivational training to reduce stress, attrition, and address challenges
• Conducted 30/60/90 days' observations for new hires
• Facilitated Train The Trainer sessions
• Managed client calls and coordination
• Oversaw internal/external trainer certification
• Worked on projects to enhance training effectiveness.

As Connection Manager at Telstra Australia:

• Scheduled appointments for Business and Global/Government Enterprise Service segments
• Assisted customers transitioning from Copper to Fibre connections on NBN
• Coordinated with other departments for seamless service
• Ensured excellent customer experience and positive Net Promoter Score
• Compiled daily productivity reports and managed task completion
• Handled team attendance records
• Managed data for Customer Satisfaction Survey forecasts
• Adhered to standard operations management practices
• Interacted with clients, Quality, and Training Teams

• Managed customer inquiries covering billing, tariffs, and handset/network troubleshooting.
• Served as Jr. Analyst in Internal Audit, identifying revenue discrepancies.
• Contributed to sales efforts by securing additional contracts.
• Generated audit reports for team managers and proposed measures to address revenue leakage.
• Provided suggestions to reduce errors.
• Collaborated on projects to decrease repeat calls and negative customer surveys, resulting in 14% reduction in repeat calls and 7% increase in NPS.
• Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.

• Handling inbound calls of customers based in the USA, Canada, Australia and UK having problems with their computers (Software related issues) diagnosing their problem and selling Tech support assistance subscription for one, two or three years.

Data Analysis & Team Handling:

• Audit customer accounts for irregularities.
• Generate and distribute audit reports to team managers.
• Identify revenue leakage and propose solutions.
• Recommend measures to reduce audit errors.
• Conduct focus group meetings and training to improve accuracy.

• Handling inbound calls of customers based in UK having mobile phone accounts with 3G
• Troubleshooting payment queries
• Handling bill related queries
• Helping customers choose tariffs depending on their requirements.