#**, ******** *******, **, ***** floor, Cholembedu main road,
Krishnapuram, Ambattur, Chennai–53.
Current Position: Manager
Overall 17+ years of experience in various sectors(BPO, KPO, Training & development, Epub manual, Kindle documents etc.,) in different verticals
Transition, Operations, Quality, SLA metrics monitoring, End to End process management, Six sigma projects, ISO/ISMS Audit, SAS/GDPR compliance audit, Team management, KPI/KRA measurement, Attrition control.
Expertise knowledge in various domains
Healthcare Industry (End to End RCM process management, Inbound & Outbound, Voice & Non-voice)
Logistic process (TAT, Quality, SLA Metrics, Transactional Quality measurement)
Quality measure for ePublishing manuals/Books/Journals for Kindle/Tablet, (Text/Alignment/Graphics quality measure)
Technical support (Hp Compaq, call monitoring, RTQM, call center COPC metrics adherence)
Achieving SLA quality metrics, Quality assurance & client deliverables, TAT, MIS Reports, Invoice/Billing
Project Transition for various physician & hospital billing Clients from offshore
Project Transition for small and large billing Clients in various LOB – Voice & Nonvoice, Inbound/Outbound (Defined SOP/SLA metrics/ Quality Doc for all transitions and approved by client)
Handling daily/weekly/monthly supervisorial, operational deliverables and communication with all clients, maintaining good rapport with clients.
Exposure to Revenue Cycle Management – Bills front office /Back office operation (Benefits verification for all levels of care, Authorization & Referral administration)
Excellent understanding of new process & transition, multi-tasking ability and leadership skills
Performance driven with successful experience in Customer Service, Training, Quality and operations Management
Handled client of 100+ associates with multiple profiles right from Associate to Supervisor/AM/PM with very high focus to bridge between team co-ordination work and client satisfaction
Good Leadership skills & ability to think & take decision focused even at critical situation
Mentored more than 200+ associates during my tenure to grow up in ladder
Core skill: Ability to convince people and get work done on time & skill for people retention
Six Sigma Green Belt certified - AUTVS
Honors Diploma in software technology – NIIT
Client relationship management & client communication,
SLS metrics management
Qualitative and Quantitative Measurement,
Team building & Team bonding
Goal Setting and Implementation
Six sigma Project Management, Quality enhancement
Innovation and Enhancement Initiatives
Prioritization and Time Management
Identifying process gaps, fix it through CQIP
New process Tool design, testing & enhancement
Driving six sigma projects & initiatives
Mentoring new process/ buddies
Achieving SLA metrics in TAT & quality
Optimum Resource Management
Mentoring and Training
Performance measurement & Appraisal Skills
MIS & Client report skills
CSAT & FCR measure
PROFESSIONAL EXPERIENCE - 1
Manager – Quality @ ITECH INDIA (From May 2013 - till date)
Accountable for the overall operational quality in all verticals @ Itech in various domains, achieving SLA metrics and monitoring client deliverables, Client communication and management . Implementing process enhancement & improvements . Identifying process gaps and executing six sigma projects in various domains. Identifying process gaps & implementing action plans & control measures through CQIP.
Direct and single point of contact as a manager for Clients/offshore team at different locations in US and offshore team members.
Handle process client/offshore team requests on a priority basis, complaints and concerns log
Monitor service level guidance on E2E model, measure Customer satisfaction, First call resolution, First touch quality
To control # of customer complaints & bring down the Issue Logs being sent from client and resolve maximum logs internally
Mentoring & Managing AM’s & Quality executives, assigning tasks in all process based on their skill’s for timely resolution
Ensure timely follow up on quality issues from all the clients, make recommendation to management for process change, implement effective QMS across vertical
Periodic analyzes of ongoing effectiveness & integrity of Quality measurement system as per current trend
Documentation of client specific process, rules, customization of standard process (SOP) and Identify the potential associates in the team for next level promotion
Preparing process control & Quality document for client approvals
Developing project plans, setting benchmarks, provide plan for optimum utilization of available resources
Ensuring client requirement are met by achieving all SLA’s metrics for Bonus level & client satisfaction
Vendor and Branches /Sites Management, motivating team to perform and deliver with high standards in all process
Identifying errors by random audit and creating a CAPA action plan (corrective and preventive action)
Receiving and acting upon all customer complaints received from the client through CQIP measure
Ensuring feedbacks and issues from team members are dealt in an appropriate manner and escalating priority issues to top management &rebuttal to client
Providing regular performance feedbacks to associates and always on the lookout in improving team members skills
Identifying process related issues and timely escalation to managers on both work and people front
Guiding team members by diagnosing improvement opportunities, providing effective feedback, mentoring, training, professional development, and growth action plans
Optimum resource utilization and constant productivity, Quality and Turnaround Time improvement
Maintain cost effective and stable workforce to absorb volume volatility, RTQM
Responsible for setting up the production targets on a monthly/quarterly/yearly basis and to exceed them
Responsible for conducting periodic team meetings, outings & team bonding activities on an on-going basis
Delivering various reports to Client and Management as per the requirements on a Daily/Wkly/Monthly basis on team performance & collections metrics.
PROFESSIONAL EXPERIENCE - 2
DELL SERVICES INDIA, CHENNAI (From Dec 2003 to June 2012)
Reported to the Delivery Manager and supervised maximum of 40 process associates team & QA associates, managed service delivery for a various physician & Hospital billing Clients in United States healthcare sector providing back-office support and AR calling & Benefits verification assessment.
Successful offsite transition of physician billing account which generates high revenue and increase in profitability every year.
Efficiently managing clients/team members and achieved all the SLA established by the clients on a monthly/yearly basis
Reviewing and designing performance/process improvement plans for team members / processes.
SME in an operation team which Re-designed work flow with the help of IT staff to gain operational efficiencies by automation, optimal utilization of resources, which helped to cut operating costs
Client appreciation received for exceeding the collection target & resolving the issue logs on time.
Worked in a challenging and motivating environment, which revolved around teamwork so as to provide best service to the clients.
Responsible for managing multiple processes to achieve the client deliverables in terms of quick completion of work and to exceed revenue collection goals established by the client
To bring down the Issue Logs being sent to client and resolve maximum logs internally
Ensure follow up of quality issues from the quality department
Documentation of client specific process, rules, customization of standard process and rules
Receiving and acting upon all customer complaints received from the client
Ensuring feedbacks and issues from team members are dealt within an appropriate manner and escalating priority issues to management
Providing regular feedbacks on quality issues and always on the lookout in improving team members quality of work
Guiding team members by diagnosing improvement opportunities, providing effective feedback,, and corrective action plans to minimize errors
Undergone management & supervisor level workshop - Leadership skills training, Project Management, Essentials of management, ISO & ISMS audit training, Work & life balance, work pressure management training.
Completed Six Sigma Green belt training & certified from AUTVS.
Involved in many productivity & quality (Accuracy) Improvement projects in various verticals
Conducted ISO & ISMS Internal audit for various process individually, worked as team player in crisis management team to handle process at high red alert in terms of client satisfaction and successfully recovered to satisfaction level
PROFESSIONAL EXPERIENCE - 3
SUTHERLAND GLOBAL SERVICES (From July 2002 to Nov 2003)
Tech support Executive – SME (call coaching & Monitoring)
Troubleshooting technical issues for HP Compaq client, Dell. Handling escalated customer calls,
Evaluating call quality parameters & client calibration. Call barging & monitoring, mentoring new buddies
Maintaining team associates ACT, Aux, FCR & CSAT
PROFESSIONAL EXPERIENCE - 4
SOFTWARE SOLUTIONS INTEGRATION Ltd., (From Dec 1998 to Apr 2002)
Software Engineer, Training
M. Sc., (IT) From Alagappa university
B. COM From Chennai university
Sex : Female
Marital Status : Married
Husband's Name : V. Chidambaram
All the information provided above are true to the best of my knowledge.