Highlights:

Skills:

Proess Developer 07/2013 - current
Genpact, Hyderabad, Andhra Pradesh India
Industry: Healthcare
Pharmacy Healthcare claims
Identify data sources Ensure that data is ready and signed off for the report Provide comments , observations and action points Provide Monthly/Weekly dashboard to onshore /other teams Take complete ownership of the tasks assigned and ensure delivery Work on Technical & Domain related Process Improvement Work on complex reports Ensure that all the processing is done as per time &accuracy SLAs Establish and manage relationship with the client counterparts Respond to client queries effectively Guide the analysts in responding to queries, train them on the processes Training to on-shore members and transfer knowledge of processes Identify areas of process improvement and actively participate in department-wide process improvement initiatives Expertise of MS-Access, MS- Excel/Word/PPT Drive productivity and process improvement Monitor individual utilization and report work-load issues Identify one’s training needs and discuss with line managers for building a training plan Cross training associates on respective processes Preparation of SOP of the process and presenting to client. Designing the Quality analysis sheet to improve and control quality of process Continuous monitoring of team quality and report training/improvement areas--
Sr. Practitioner 10/2012 - 06/2013
IBM, Gurgaon, Haryana India
Industry: Telecommunication
Telecommunication - technical support
Live interactions with the customers via Chat, E-mail & Phone calls regarding, escalations, legal disputes, fraud prevention and insurance claims. Accept insurance claim request from customer and verify details to initiate the process. Create a return Merchandise authorization for the insurance replaced equipment. Verify if customer is eligible for insurance claim in case of product technical issues, defect and lost/stolen. Regular monitoring of spending limit accounts, ASL (Account Spending Limit) and notify customers accordingly. Detect fraud devices and ensure they are reported as lost/stolen. Detecting potentially fraudulent accounts and notify customers to change the security settings. Timely audit of customer’s employment details to ensure they are getting appropriate discounts as per the company’s policy. Accept tax exemption request from the telesales and customers, review and process the request. Handling all the escalation calls of billing disputes and ensure to follow-up with the respective departments. Handling all the network related issues and notify to the network support team in real time basis. Analysing the payment extension cases and submits compliance report. Notify customers on payment decline cases. Accountability of taking actions on change of ownership request. Interacting with the other service providers regarding mobile number portability and ensure the PORT-IN process is followed.--
Sr. Quality Analyst 06/2010 - 09/2012
24/7 INC, Hyderabad, Andhra Pradesh India
Industry: BPO
Quality analysis for the process.
My role was monitoring Chats of Agents. It includes the quality of the calls, coaching the agents and ensuring better performance month on month. Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs. Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management. Participated and conducted internal and external calibrations with Quality and Operations and ensured consistent scoring. Provided and communicate management reports as required Actively used quality management system to compile, track and trend agent performance. Handling escalated calls and supervisor calls. Reporting: Accountability for preparation of entire “Reporting” for QAM team. Accountability for preparation of daily operation report on Quality feedback and production. Daily maintenance of Dash boards and sending reports to all team leads and management Prepared reports and providing accurate information to the client as per requirement Worked on sophisticated software to complete bulk requests that are placed by the client--

St. Pious X degree and PG college 06/2007 - 07/2010
Hyderabad, , United States
Degree: Bachelor's Degree
Major:Biotechnology
Minor:Chemistry
Subjects: Biotechnology, Botany and Chemistry