Vinay Nagaraja
Bangalore
Summary
Dynamic corporate professional with 10+ years of experience, including 6 years at MNP in data analysis. Expertise in RCM processes with Cerner and R1 RCM, complemented by 2 years in financial services at PayPal handling disputes and chargebacks. Skilled in ticketing, escalations, and billing support, with a typing speed of 50 wpm at 100% accuracy. Immediate availability for new opportunities.
Overview
14
14
years of professional experience
Work History
Customer Solutions Agent 2
PayPal India Pvt Ltd
11.2021 - 03.2024
- Worked on external systems, PC-based internet, and software applications (Internet, Microsoft Office, Outlook, Word, and Excel). Worked with software technologies such as the Jarvis tool.
- Worked on web reports provided by clients for daily data tracking.
- Checking teammates and their interactions with customers.
- I worked on quality measures for daily, weekly, and monthly data.
- Worked on NPS and NES measurements to ensure high customer quality.
- Monitoring the CCPH aims for the ratio of NPS obtained from teammates.
- Worked on PET ticket/escalation.
- Organization: PayPal India Pvt. Ltd.
- Project: Global Customer Solutions / Logistics Management.
- Tools: Citrix.
- Roles Handled: Team member.
Sr. Analyst
R1 RCM GLOBAL PVT LTD
08.2019 - 03.2021
- User Administration including creating users, creating profiles, creating roles, assigning profiles, assigning roles, assigning authorization objects to roles using profile generator.
- Tracking that tickets claims are processed within the TAT of 24 hours.
- Assigning CPM and Nthrive inventories to the production team.
- Investigating the encounter and claims for revenue tracking.
- Making reports and dashboards for both ambulatory and acute projects.
- Preparing PowerPoint presentations, training, and knowledge transfer plans for new employees.
- Part of tool testing and reporting before it enters to live environment.
- Preparing flowchart and documents as per the client requirement.
- Organization : R1 RCM GLOBAL PVT LTD.
- Project : Claims processing/AR.
- Client : Ambulatory/Acute.
- Tools : CPM, Nthrive
- Roles Handled : Team member
Sr. Provisioning analyst
Turning point software solutions
02.2014 - 09.2016
- Handled shift of 10 members for Mediacom project.
- Creating a process chart for the team and client copies.
- Strong and confident communication skills, a structured approach, and the demonstrated ability to meet tight deadlines.
- Handling comprehensive shift reports, as well as various project reports.
- Providing monthly project performance evaluations and analytical reports.
- Quality briefing to the team and improving team performance based on parameters.
- Working with the Tier II team to resolve tickets that originate from the sales force before the TAT.
- Coordinating with management to work on FTEs based on production volume and headcount ratios.
- Organization : Turning point software solutions
- Project : TWC(Time Warner cable), MCH(Mediacom communications) & SDLC(Sudden link communications)
- Client : Neustar
- Tools : ESR, CH, CPM
- Roles Handled : Team member, Shift Lead
- Shift Lead : Handled a team of 10 Members
Sr. Csa
First source solutions pvt ltd
08.2010 - 02.2014
- User Management and password change.
- Every 2 hours, the system logs and dumps are analyzed.
- Analyzing and monitoring system performance in the WFM System
- WFM Maintenance and Production, Report Administration.
- Worked on user or manual tickets and change requests based on the requirements utilizing SF (Sales force).
- Organization : First source solutions pvt ltd
- Project : TWC(Time Warner cable) & BHN(Bright house Networks)
- Client : Neustar
- Service : Work floor management(WFM) and production support and report preparation as per management requirement
- Tools : ESR, CH, CPM
- Roles Handled : Team member
- Platforms Supported : MS Office 2007 & 2010, VBA.
- Operating Systems : Windows, Linux
Education
Bachelor - Computer Science
Kuvempu Degree College
Skills
- Programming Languages : C,C
- Tools : CRM, ESR, CH, CPM, Nthrive, Revenue manager, Citrix Sales force, Jira
- Data mapping and data segregation
- Advanced knowledge of Microsoft Excel and PowerPoint
- Good knowledge in MS Office programs
- Use advanced Excel functions such as VLOOKUP, Macros, Pivot Tables, and Query to achieve desired data results
- Screen elements, spreadsheet elements, formatting, freezing panes, filtering, sorting, and text to column
- Use Pivot Tables, V-Lookups, and other Microsoft Excel features to create logical relationships
- To produce the desired data outputs, use sophisticated Excel tools such as VLOOKUP, Macros, Pivot Tables, Query, and so on
Hobbies and Interests
Getting familiar with new technologies, flexible to any environment or shifts, good communication skills
Accomplishments
- Star Performer of the Year Award from First Source Solutions, Pvt. Ltd
- Emerging Star Award and the Star of the Quarter Award
Initiatives taken:
- Using Access VBA, I automated the shift handover, reducing the amount of manual effort
- Created an internal tool for the project at Turning Point Software Solutions that provides easy access to tools and updates
- At Turning Point Software Solutions Services, I created the following dashboards for the project
- Created a PLR tool (Project Linked Reward) in Access, VBA, and SQL that allows management to nominate and reward associates who have performed extremely well on a monthly basis. Before using this program, it took five business days and one man to complete this report It took 10 minutes to complete the implementation
Disclaimer
I assure that all the given above are correct to best of my knowledge. Date: Place: Bangalore: (Vinay.N)
Timeline
Customer Solutions Agent 2
PayPal India Pvt Ltd
11.2021 - 03.2024
Sr. Analyst
R1 RCM GLOBAL PVT LTD
08.2019 - 03.2021
Sr. Provisioning analyst
Turning point software solutions
02.2014 - 09.2016
Sr. Csa
First source solutions pvt ltd
08.2010 - 02.2014
Bachelor - Computer Science
Kuvempu Degree College
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