VENKATESH K. B
Chennai
Summary
Experienced CX Support Senior Analyst with 12+ years in customer service operations, specializing in chat support, issue resolution, and customer satisfaction. Skilled in handling complex queries, improving customer experience, and mentoring team members. Strong ability to maintain service quality, meet SLAs, and drive process improvements..
Overview
14
14
years of professional experience
1
1
Certification
Work History
CX support Senior Analyst
Athenahealth Technology
01.2018 - Current
- Led the orchestration of enrollment and eligibility processes for insurance packages, significantly optimizing workflows and enhancing customer satisfaction.
- Oversaw CCP cases and ERAs, ensuring strict adherence to regulatory guidelines and protocols.
- Expanded team capabilities through cross-training in posting, boosting overall versatility and performance.
- Guided mentees through personal and professional development plans.
- Provided feedback on performance to support continuous improvement.
- Monitored progress of mentees and adjusted strategies as needed.
- Collaborated with team members to maximize productivity and efficiency.
- Built and maintained working relationships with peers and upper management.
- Provided real-time support to customers through live chat interactions.
- Resolved customer inquiries efficiently using company knowledge base.
- Assisted in training new agents on chat protocols and best practices.
- Answered customer inquiries via live chat in a timely and professional manner.
Senior Process Executive
Cognizant Technologies
01.2016 - 01.2018
- Facilitated seamless communication with US clients to ensure timely verification of claim status and efficient payment processing.
- Managed healthcare processes for US clients, ensuring smooth claims flow and payment accuracy.
- Coordinated with clients to validate claim status, ensuring prompt and accurate payment processing.
Consultant
Sutherland Global Services
01.2013 - 01.2016
- Delivered exceptional customer support to McAfee customers, resolving account-related issues efficiently.
- Educated customers on product features and guided them through the download process, enhancing user experience.
- Implemented retention strategies, offering tailored solutions to retain customers, resulting in a 20% increase in retention rate.
CRM Associate
IV Support Technologies
01.2012 - 01.2013
Education
B.Tech/B.. - Electronics/Telecommunication
Annamalai University
Tamil Nadu, IndiaXllth - English
Tamil Nadu, IndiaXth - English
Tamil Nadu, IndiaSkills
- Customer Support
- Customer Service
- RCM Specialist
- Healthcare
- Live chat support
- Claim processing
- Mentorship development
- Time management
- Medical billing
- Empathy and patience
Certification
- People Management, LearnTube, 08/2025, DJA-B-1-1628533-0
- Lean Six Sigma Yellow Belt, LearnTube.ai
- Structured Query Language - SQL
- Business Analysis using AI
Personal Information
Title: PRODUCT DESIGN SENIOR ANALYST
Languages
English
Proficient
C2
Tamil
Proficient
C2
Telugu
Upper Intermediate
B2
Hindi
Beginner
A1
Timeline
CX support Senior Analyst
Athenahealth Technology
01.2018 - Current
Senior Process Executive
Cognizant Technologies
01.2016 - 01.2018
Consultant
Sutherland Global Services
01.2013 - 01.2016
CRM Associate
IV Support Technologies
01.2012 - 01.2013
B.Tech/B.. - Electronics/Telecommunication
Annamalai University