Subject Matter Expert

Nihar C Dagli

F *** Shyam App, near Balaji Complex, Vastrapur. Ahmedabad 380015- INDIA

Mob : 756-***-****,

LL no. : 079********

Email : **************@*****.**.**

KEY SKILLS:

Proven ability to manage through others.

Strong decision making and problem solving skills.

Able to motivate and lead others in a team environment.

Excellent communication skills, both written and verbal.

An ability to build rapport and trust quickly with work colleagues.

Able to priorities tasks and workloads in order of importance.

Track record of delivering results with deadlines.

AWARDS & RECOGNITION:

Champion of the month for the outstanding performance.

Quality Champion for the year 2011-12.

Quarterly Champion for outstanding performance from April – June 2013.

Quarterly Champion for Extra Mile from July – September 2014.

Quarterly Champion for Extra Mile from January – March.

WORK EXPERIENCE :

COMPANY NAME – Vodafone India Services Private Limited. (UK Process)

JOB TITLE - Back Office Operations

DESIGNATION - Executive

JOB ROLE – Subject Matter Expert

AHMEDABAD – Start date / End date 23/02/2011 – currently working

JOB RESPONSIBILITY:

Preparing daily workloads for Team & co-ordinating the daily allocation of work.

Allocating Monthly targets to the team.

Motivating the team to achieve high standards and KPI targets.

Communicating with the clients through Email, Chat or Call.

Handling new client enquiries and providing them solutions.

Dealing with and resolving problems and issues which arise.

Mentoring and training up junior and new staff.

Preparing Daily & Monthly reports, SLA reports and Highlights and Lowlights.

Monitoring & reporting on standards & performance targets.

Arranging weekly team briefing or meetings, focusing on targets & achievements.

Preparing the shift Roster on fortnightly basis for the team.

Performing Quality Audits on daily basis for the request processed by the team.

Implementing new initiatives and Automation.

Praise team members and creates a positive working environment.

Ensuring all administrative and IT records are entered and updated correctly.

Providing prompt and accurate information on individual performance.

Updating the changes on CTNs (Customer telephone number) through bulk script as

requested by the Vodafone UK customer.

Updating the Process Docs with all the updates received within the process on quarterly

basis.

Calculating AHT for current & ADHOC work types.

Quantifying the ideas submitted by the Team member and then after Quantification

forwarding the same to operations team for further approval.

Flagging the application downtime or any technical issues to the concern team to resolve

the issue.

COMPANY NAME – Midvalley Health Care Pvt. Ltd.

JOB TITLE – Accounts receivables Analysis

DESIGNATION – Senior Executive

JOB ROLE – Mentor

AHMEDABAD – Start date / End date 04/08/2007 – 21/02/2011

2

JOB RESPONSIBILITY:

Mentor for account receivables department.

Handling Team of 10 members.

Allocating files for AR Analysis to the team members monthly.

Providing daily briefing to the team members, which includes Daily updates,

taking their suggestions and providing daily targets.

Giving training to the new team members regarding the EMR software and the

work flow.

Doing analysis of the claims filed to the insurance company through EMR

software and then insurance web portals and also through calls.

Preparing monthly and yearly payment collection reports for the claims paid and

outstanding by the insurance company.

Appealing for the claims not paid by the insurance company to get the payment.

Discussing the critical patient Query or any other Queries & updates with the

client through E-mail and Call.

I have knowledge of Eob reading and posting.

COMPANY NAME – Pace Setters Call Center Pvt. Ltd.

JOB TITLE – Prepaid to Postpaid conversion Process

DESIGNATION – Team Leader

JOB ROLE – Team Leader

AHMEDABAD – Start date / End date 24/05/2005 – 23/07/2007

JOB RESPONSIBILITY:

Handling the team of 15 – 20 callers.

Providing briefing about the new offers on daily basis to the callers.

Providing training to the new Joined.

Providing monthly targets to the callers.

Preparing the MIS report on Daily and Monthly basis.

Co-ordinating with Field executive and providing them details of the leads

(Basically Customer details) to visit.

Providing data to all the tele callers to make their daily calls.

EDUCATION :

Year of passing Institute Board/Uni. Result

Degree

New L.J Commerce Gujarat

College (Eng. Med) University

B. Com. 2006 Second class

Ahmedabad

Shri Sahajanand School G.S.E.B

(Eng. Med)

2003

H.S.C. First Class

Ahmedabad

Shri Sahajanand G.S.E.B

School(Eng. Med)

2001

S.S.C. Dist.

Ahmedabad

COMPUTER SKILLS :

Windows, MS Office, Ms Access, Internet Application

ADVANCED EXCEL & VBA MACRO.

Creating Charts

Sort & Filter Data

Create and Apply Advanced Filters

Creating, Modifying a Pivot Table

Formatting a Pivot Table

Calculating within a Pivot Table

Analyzing information within the pivot table

Calculate with Date, Statistical, Lookup and Reference, Logical Functions

Recording VBA Macro

LANGUAGE :

4

English, Hindi, Gujarati

CURRENT SALARY :

4, 02,000 PA

Contact this candidate