Yash Mathpal
Indore
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests, and emails with good problem-solving, multitasking and research abilitieswith highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills.
Overview
2
2
years of professional experience
Work History
Customer Care Executive
Conneqt Business solutions
Indore
01.2024 - Current
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Performed administrative duties such as filing paperwork, maintaining records, andupdating databases.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Medical Records Specialist
Annova solutions
Indore
06.2023 - 12.2023
- Retrieved medical records for Medicare audits for the US government.
- Ensuring that there is no violation of the HIPAA policies while we retrieve the medical records.
- Making sure that we complete the audits and follow the trends to ensure timely reimbursements for the providers shall be taken care of.
- Scanned documents into an electronic health record system, according to established procedures.
- Provided training on the use of electronic health record systems to staff members.
Fraud and Risk Analyst
Amazon Pvt. Ltd.
Hyderabad
03.2023 - 06.2023
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Provided regular reports on identified trends in fraud cases.
- Assisted in developing policies, procedures, and protocols to prevent fraud and protect company assets.
- Monitored systems logs for unusual behavior that may indicate attempted or successful attempts at unauthorized access.
Escalation Specialist
TaskUS Pvt. Ltd.
Indore
06.2022 - 03.2023
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Developed effective communication plans between clients and internal teams during an escalation situation.
- Researched, analyzed, and resolved complex customer inquiries.
- Ensuring that the exception provided to the customer is valid.
Customer Care Executive
TaskUS Pvt. Ltd.
Indore
06.2022 - 03.2023
- Maintained the relationship with the customer, making sure that they get the best of the service from the organization.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Ensuring that the customer does not take the advantage of the concession policies.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
Fraud Prevention Specialist
TaskUS Pvt. Ltd.
Indore
06.2022 - 03.2023
- Assessed the effectiveness of current anti-fraud measures by evaluating performance metrics such as false positive rates or average time taken for investigations.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Analyzed data from multiple sources to detect any suspicious trends or anomalies indicating potential fraudulent activities.
- Identified areas where additional safeguards could be implemented within the organization's systems or processes.
- Participated in regular training sessions on emerging threats related to online security and digital payment methods.
Education
Mechanical Engineering Diploma -
Indo German Tool Room
Indore, Madhya Pradesh 08-2021
Secondary Education -
Distance Learning
Indore, Madhya Pradesh 04-2019
High School Diploma -
S.I.C.A. S.S. Sch. 78
Indore, Madhya Pradesh 01-2017
Bachelor of Science - Computer And Information Sciences
Lakshmi Narayan College of Science And Technology
Indore , Madhya Pradesh Skills
- Call Center Operations
- Escalation management
- Complaint Handling
- Quality Assurance
- Protocol development
- Customer Support
- Fraud identification
Affiliations
- National Basketball Player
- Marathon Runner
- Content Writing
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Timeline
Customer Care Executive
Conneqt Business solutions
01.2024 - Current
Medical Records Specialist
Annova solutions
06.2023 - 12.2023
Fraud and Risk Analyst
Amazon Pvt. Ltd.
03.2023 - 06.2023
Escalation Specialist
TaskUS Pvt. Ltd.
06.2022 - 03.2023
Customer Care Executive
TaskUS Pvt. Ltd.
06.2022 - 03.2023
Fraud Prevention Specialist
TaskUS Pvt. Ltd.
06.2022 - 03.2023
Mechanical Engineering Diploma -
Indo German Tool Room
Secondary Education -
Distance Learning
High School Diploma -
S.I.C.A. S.S. Sch. 78
Bachelor of Science - Computer And Information Sciences
Lakshmi Narayan College of Science And Technology
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