Yogesh Thapa
Howrah
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Senior Associate
Wipro Limited
Kolkata
03.2019 - 01.2021
- Answered incoming customer inquiries via telephone and email.
- Resolved customer inquiries regarding claim status, payment issues, billing disputes.
- Researched discrepancies between provider-submitted documentation and payer requirements.
- Monitored emails from customers requesting updates on their pending claims status.
- Corresponded with insurance companies via phone, email, or fax regarding claim status updates or denials.
- Performed follow-up on unpaid or rejected claims with insurance providers.
- Reviewed claims for coding accuracy.
- Researched and resolved billing issues with insurance companies.
- Resolved coding errors by working directly with providers and staff members.
- Improved product knowledge on continuous basis to provide optimal service to the customer.
Process Advisor
Barclays Global Service Centre Private Limitetd
Noida
05.2016 - 04.2018
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Assisted customers with online banking setup and troubleshooting issues.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Identified and escalated priority issues as needed.
- Improved product knowledge on continuous basis to provide optimal service to the customer.
Assistant Team Leader
OnProcess Technology India Private Limited
Kolkata
01.2006 - 01.2016
- Managed the customer service team related to order status and shipment tracking information for one of the leading logistics company in USA.
- Created detailed reports on shipment tracking data for management and client review and reporting purposes.
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Conducted performance reviews for each individual member of the team, providing feedback where necessary.
- Ensured that all team members were aware of their responsibilities and deadlines for completion of tasks.
- Provided guidance to team members on various aspects of their job roles.
- Trained new employees on operational procedures.
- Conducted weekly meetings with the team to discuss progress of projects, any issues that may have arisen, and brainstorm solutions as needed.
- Motivated team members and devised strategies to improve workflow.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Maintained accurate records of employee attendance, leave requests, overtime hours.
- Created reports detailing project status updates for management review.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Organized client meetings to provide project updates.
- Implemented changes based on feedback from senior management or clients.
- Managed multiple tasks simultaneously while meeting tight deadlines.
Education
High School Diploma -
National Institute Of Open Schooling
Kolkata10-2013
Skills
- Strong work ethic and adaptive team player
- Strong problem solving skills, ability to establish priorities and meet deadlines
- Effective Customer Communication
- Written and Verbal Communication
- Organizational Skills
- Trustworthy with attention to confidentiality
- Microsoft Office skills (Word, Excel and Power Point)
- Project Management
- Coaching and Mentoring
- Team Supervision
- Teamwork and Collaboration
- People Management
- Analytical Thinking
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Advanced (C1)
C1
Nepali
Advanced (C1)
C1
Timeline
Senior Associate
Wipro Limited
03.2019 - 01.2021
Process Advisor
Barclays Global Service Centre Private Limitetd
05.2016 - 04.2018
Assistant Team Leader
OnProcess Technology India Private Limited
01.2006 - 01.2016
High School Diploma -
National Institute Of Open Schooling
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