Varun Sarma
Operations Analyst
Chennai
Summary
Dynamic Operations Support professional with 7 years of experience, excelling in customer service and analytical roles. Expertise in enhancing service delivery through collaborative teamwork and data-driven decision-making. Proven ability to manage complex inquiries efficiently while fostering a culture of continuous improvement and training. Strong communication skills facilitate effective interactions with diverse stakeholders, ensuring high-quality outcomes. Committed to driving operational excellence and delivering exceptional support in fast-paced environments.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Operations Analyst
Guardian India Operations
02.2020 - 02.2025
- Interacted with Brokers, Planholders, Sales, and members regarding Insurance policies.
- Applied Knowledge of HIPAA, Medicare, Medicaid and insurance products to enhance service delivery.
- Managed requests via email, ensuring timely responses and resolutions within established TAT.
- Analyzed queries, collaborating with internal departments for efficient task completion.
- Handled critical tasks for esteemed clients, providing resolution within 24 hours.
- Trained peers on processes, achieving 100% quality in query management.
- Provided three process improvement ideas.
- Got trained on Dental queue and also on claims processing.
- Conducted various engagement activities for the team.
- Always been a team player and led my team from the front whenever needed and conducted meeting and also prepare Minutes of meetings.
Customer service executive
HCL technologies
06.2016 - 02.2018
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Trained new team members on operational procedures and customer interaction standards.
- Analyzed customer feedback to identify trends and recommend improvements.
- Maintained accurate records of customer interactions and transactions.
- Take inbound calls from the customers to track their shipment and provide resolution to them.
Education
Accounting
Dr. Nalli Kuppuswamy Vivekananda Vidyalala
Chennai, India 05.2010 - 03.2012
B.Com - Corporate Secretaryship
Jaya Arts And Science
06.2012 - 04.2015
Skills
- Effective team player
- Data interpretation
- Adaptable learner
- Team leadership
- Driven professional
- Critical analysis skills
- Proficient in Microsoft PowerPoint
- Process optimization
- Implement process improvements
Data-driven forecasting
Interests
Singing
Playing Cricket
Football
Arts (Drawing, painting)
Watching movies, especially Sci-Fi, Detective series
Keen on fitness
Accomplishments
- Supervised team of 15 staff members during their initial stage in their process and trained them.
- Handled a very critical task within 24 hours and completing with accuracy and efficiency.
- Collaborated with other departments in the development of the process and to stabilize it, that reduced our TAT and increased customer experience.
- Provided a process improvement idea, that impacted on efficiency and increased self-service option to the customers, which also reduced volumes.
Certification
LOMA 281- Meeting Customer needs with Insurance and Annuities- 3rd Edition
Timeline
LOMA 281- Meeting Customer needs with Insurance and Annuities- 3rd Edition
06-2024
Operations Analyst
Guardian India Operations
02.2020 - 02.2025
Customer service executive
HCL technologies
06.2016 - 02.2018
B.Com - Corporate Secretaryship
Jaya Arts And Science
06.2012 - 04.2015
Accounting
Dr. Nalli Kuppuswamy Vivekananda Vidyalala
05.2010 - 03.2012
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