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Customer Service Management

Bangalore, Karnataka, India
As per company standard
December 24, 2018

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Mobile No.: +**990******* ~E-Mail:

A competent professional, seeking assignments in Team Management/ Process Improvement/ Quality Management preferably in Healthcare industry


A result oriented professional with 6 years 8 months of experience in:

~Process Improvement ~Operations Management ~Documentation

~Team Management ~Client Servicing ~Quality Assurance

Worked with Hinduja Global Solutions, Bangalore as Group Lead

Skilled in improving the process by using Analytical Tools – 7QC Tools, PCS, FMEA, etc.

In-depth knowledge about US Federal and State Laws governing the Insurance Policies

Proficient at providing value added customer service by resolving customer issues & ensuring their satisfaction with the

product and the service norms

Deft in managing projects and coordinating with cross-functional teams to ensure process/ project excellence

An effective communicator & negotiator with strong analytical, problem solving and organizational skills CORE COMPETENCIES

Operations Management

Coordinating with other departments on regular basis and ensuring the smooth flow of process & procedures

Forecasting trends, plan-stocking & de-stocking planning budgets and presenting figure for new ranges to senior managers Team Management

Leading and monitoring the performance of team members to ensure efficiency in operations

Conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth functioning of several operations

Process Improvement

Driving change management in department and resolving operational issues by setting process of coordination and escalation

Steering improvement initiatives with focus on streamlining and managing processes with proactive planning,

introducing new concepts, steering change, etc.

Implementing process improvement framework in all process areas requiring improvement

Following a data-door approach to drive continuous improvement in compliance to quality parameters in shortest possible turn-around time


Since April’ 10 Hinduja Global Solutions, Bangalore Growth Path:

April’10 to April’14 Senior Claim Processing Executive Since Dec 16 Group Lead


As Group Lead

Heading a team size of 24 FTEs for managing day-to-day operations including balancing the workloads, attendance,

attrition and outrage to minimize customer impact

Drafting production and quality reports and sharing the status with clients on monthly basis

Supervising the process/ function performance regularly and recommending appropriate corrective actions in case of

deviation by taking process improvement prospects

Improving team efficiency by driving up KRAs and feedback scores to team members

Involved in conducting performance appraisal for anniversary and annual review

Emphasizing on Refresher Training to bridge the knowledge gap among the team members

Identifying the loopholes of the team members and grooming them by proper training

Responsible for recruitment and selection of staff

Liaising with the clients for resolving process related issues & updates

Understanding all the binding laws & regulations related to project and the ethics & compliance of HIPAA

Understanding ESCM requirements and following 84 best practices

Interacting with other departments such as HR, Admin and IT for ensuring the proper execution of process

Laying down various parameters for incentives in conjunction with Manager and calculating monthly incentives of direct reporters and team members


As Senior Claim Processing Executive

Resolved several problems quickly to prevent escalation and provided solutions for the same

Imparted training to the new hires for better productivity

Served as Lead Backup in managing the team and managed new project planning

Documented & consolidated production reports

Provided updates related to the implementation of process on the floor and mentored the new joiners Highlights:

Accredited with Zero Attrition Award from entire globe of Hinduja Global Solutions

Suggested changes which resulted in increasing performance and savings of $254,000 for Clients using PCS tools EDUCATION

1. (Bachelor of commerce) from University of Bangalore, Bangalore in 2008 NOTABLE ACCOMPLISHMENTS

Certified in 6 processes and appreciated by top management for the process namely Provider Correspondence, Duplicates, COB, Negative Balance, CCP & MTV Prepay

Appreciated by US Counterpart for outstanding performance

Bagged Zero Attrition Award from entire globe of Hinduja Global Solutions

Successfully accomplished GB Projects to reduce errors & rework as per the quality parameters

Deftly completed FMEA Project for sub-process and reviewed work progress of the same on every 6 months once

Recommended changes for increasing the performance and savings for clients PERSONAL DETAILS

Date of Birth: 17th April 1986

Present Address: #33, 3rd cross vinayaka layout Nayandhalli Languages Known: English, Hindi, Kannada and Telugu Location Preference: Bangalore – 560035

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