ZAYDA SHAIKH
Mumbai
Summary
Service-oriented professional focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Organized decision-maker and strategic planner with top-notch interpersonal and communication skills. Customer-oriented several years of experience focused on increasing production Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Deputy General Manager
Vasta Bio-Informatics (An omega Healthcare Company)
Navi Mumbai
2022.08 - Current
- Working for Clinical Data Management and Data Abstraction process for Hospitals in US Healthcare for Cancer Research.
- Provided leadership support in developing business plans, budgeting, forecasting, marketing activities.
- Organized and monitored workflow of daily operations to ensure smooth functioning of the organization.
- Analyzed financial data to identify potential opportunities for cost savings or revenue generation.
- Works cohesively with the different departments to plan, assign project work, allocate or adjust resources as needed to ensure project deliverables are met.
- Monitors productivity metrics, analyzing trends and making suggestions to improve efficiency and ensure team is working at maximum capacity.
- Responsible for production planning for new projects as directed.
Deputy Manager
Wipro Limited
Mumbai
2021.08 - 2022.08
- Started working in the first RCM process in the organization
- Working closely with client on setting up the workflows (Pathways) to avoid errors and maximize efficiency
- Working closely with internal RPA Team to develop a training stimulator dummy environment which would help us to train new hires more efficiently
- Helped the training team to enhance the training content
- Lead the Quality Team to get 200+ employees certified as per the SLA's to achieve the first Milestone of the transition
- Started with Operations post completing the certification/OJT as the first milestone
- Identified issues in Inventory Allocation process and defined the allocation strategy to streamline the process
- Prepared Weekly/Monthly Deck to show the Progress in certification as well the Live Phase
- Handled a team span of 15 QA's, 5 AM's & 150 Users.
Assistant Manager
GeBBS Healthcare Solutions
2019.09 - 2021.08
- Constantly monitor team's performance & SLA delivery
- Maintain various reports on team performance & provide relevant feedback to team leaders & team members on regular intervals
- Guided team to reduce AR aging & optimize collections
- Monitor & manage workflow or daily targets to assure timely deliveries
- Identify training needs for the team & develop a training or coaching plan accordingly
- Motivate team members by introducing various benefits & growth opportunities
- Provide subject matter expertise & work with quality or business intelligence team to identify, recommend & implement process improvement projects
- Deliver timely reports to the leadership team, such as payer denial trends, collections, TAT adherence etc
- Review weekly/monthly/quarterly reports & create strategies to maintain Days in AR below agreed SLAs
- Provide an extensive review on AR & Denials on monthly basis which was appreciated by client several times.
Team Manager
IKS Health
2012.09 - 2019.08
- Joined as a Sr Analyst & got promoted to Specialist due to consistent extraordinary performance & continuous hard work, got promoted to Teach Coach & later as Team Manager
- Handled a team of 25 team members Worked on AR for one of the largest Physiotherapy Group of US
- Specialized in Workers Compensation & Motor Vehicle Accident claims
- Successfully transitioned Eligibility & Benefit Verification process as an additional project which was first process in the Organization apart from AR
- Managed & handled client emails/escalations efficiently
- Maintained client issue tracker to track process related issues that were escalated to client, also discussed those with client on weekly basis
- Conducted daily team briefing to review daily performance, discuss strategies & new updates etc
- Organized the inventory & managed daily/weekly inventory allocation. Also supervised the team to work on assigned cases
- Evaluated daily statistics that consist productive time, log in time, daily KPIs to ensure productivity is maximized & took appropriate steps if targets & standards were repeatedly missed and/or ignored. Also prepared daily reports.
Team Coach
Altisource Business Solutions
2009.09 - 2012.06
- Joined as a Sr CSR & got promoted to Team Coach
- Worked for third party collections process of one of the largest credit card company in US. Collected Debts efficiently from customers keeping all state laws in mind
- Got several appreciations from customers & client, Always maintained a position among the highest collectors in process
- Was awarded as the first & only person to get highest collections for consecutive 5 months
- Trained new joiners on software navigation & process updates
- Handled customer queries & supervisor escalations proficiently
- Managed process deliverables as defined in SLAs
- Ensured daily, weekly & monthly targets are met with quality of work, Maintained various trackers such as Productivity, Quality & Attendance trackers.
Education
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
01.2009
Higher Secondary Certificate -
Mumbai University
01.2005
Secondary School Certificate -
Mumbai University
01.2003
Skills
- Operations Oversight
- P&L Management
- Customer Retention
- Project Management
- Cross-functional Team Coordination
- Process Automation
- Excellent Interpersonal Skills
- Strong Leadership & Management Skills
- Process Improvement & Team Development
- Critical thinking & Problem Solving
- Client Relations
- Process Improvements
Languages
- English
- Hindi
- Marathi
- Gujrati
Awards
- Awarded with "Best Emerging Practice" in Wipro Limited.
- Awarded with "GeBBS Achiever Award" several times in GeBBS Healthcare Solutions.
- Received several client appreciations for extraordinary performance in GeBBS Healthcare Solutions.
- Awarded with "Golden Warrior Award" several times in IKS Health Pvt. Ltd.
- Awarded with "Green Bill Award" several times in IKS Health Pvt. Ltd.
- Awarded with "Rising Star Award" once in IKS Health Pvt. Ltd.
Certification
- Lean Six Sigma Green Belt
Timeline
Deputy General Manager
Vasta Bio-Informatics (An omega Healthcare Company)
2022.08 - Current
Deputy Manager
Wipro Limited
2021.08 - 2022.08
Assistant Manager
GeBBS Healthcare Solutions
2019.09 - 2021.08
Team Manager
IKS Health
2012.09 - 2019.08
Team Coach
Altisource Business Solutions
2009.09 - 2012.06
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
Higher Secondary Certificate -
Mumbai University
Secondary School Certificate -
Mumbai University
- Lean Six Sigma Green Belt
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