Customer Service Management

swapnil patil

* ************ *****, ** ***** 860-***-**** **************@*****.***

Profile: Business Analyst Process Improvement Analyst

IBM DB2 v9 Fundamentals (C2090-730) Problem & Change Management (ITIL)

Configuration & Release Management (ITIL)

More than 7 years of experience applying sharp analytical skills to drive business and technology improvements in complex business environments.

Good track record of achievement as a team leader and project contributor for the enhancement and continuous improvement of high performance technology solutions that meet compliance and evolving documentation requirements in the healthcare industry.

Extensive knowledge of SDLC (waterfall & agile model) from conceptual design through documentation, user training, quality review, implementation, and ongoing support.

Technically savvy business user with strength utilizing SQL and Excel or Access to extract and capture data for advanced root cause analysis and defect resolution.

Expertise in the evaluation, interpretation, and analysis of data and business processes to ensure data integrity and superior customer service to both internal and external sources.

TECHNICAL SKILLS

Operating Systems: Windows Languages: SQL, C, COBOL, JCL, Visual Basic Software: Clearcase, Clearquest, Sharepoint, Microsoft Visio, Word, Excel, Access, PowerPoint RDBMS: DB2 Tools: IBM RRC-DOORS, Crystal Reports, In-house Mainframe Tools (Rumba) Methodologies: SDLC, Waterfall Methodology

BUSINESS ANALYSIS AND PRODUCTION SUPPORT EXPERIENCE

July 2008 - Present

AETNA INC – HARTFORD, CT

Business Analyst, Infosys Ltd. (2013 – Present)

Business Analyst supporting production and continuous improvement of Aetna’s 3 crtitical administration applications encompassing Claims processing, Provider contracting, and Provider database.

Participate in business requirements gathering and technical delivery for an averge of 3 simultaneous projects focused on application enhancement and performance improvement.

Partner with client leadership and technical stakeholders to gather business requirements and produce BRD, FRD, Use Cases, and modelling, which effectively articulate technology requirements for design, development, defect management, and testing team.

Team lead for a 12-person team in production support.

Extract data from systems utilizing SQL for activity-based analysis and identification of operational inefficiencies, conflicting business practices, and integration issues.

Knowledge Management Anchor to maintain Job aids, training document, system communications for Claims, Provider & Member applications.

Optimized process for review and approval of Provider Termination Letters, reducing the auditing process by 10 hours per week. Partnered with business team to identify redundancies and eliminate resource intensive process while still meeting compliance and legal requirements.

Reduced turn-around time of provider contracting 8% by gathering business requirements and partnering with developers to implement feature enhancements to the contract management application.

Played an integral role in achieving a 2% decrease in incurred claim rework expenses by leading a team of 5 in effectively identifying breaks in the coding process that were causing HMO claims to pend from auto-adjudication

AETNA INC – PUNE, INDIA

Production Support Analyst, Infosys Ltd (2008 – 2013)

Delivered end-to-end application support for Aetna’s Provider claim processing and database management application.

Conducted in-depth root cause analysis to resolve production issues, improve yield and reliability, and optimize business processes.

Liaise between business and development teams in technical resolution.

Processed technical data reports to review workflow and productivity and provided recommendations for enhancements and new features for future releases.

Recognized with the STAR Performer Award for exceeding customer expectations and achieving 100% problem resolution over a period of 6 months.

Trained and mentored 12 new production support professionals joining the Aetna team on production analysis and support of the claims management system.

EDUCATION

2008, Bachelor of Engineering, K.I.T.’s College of Engineering, India

2005, Diploma in Industrial Electronics, New Polytechnic University, India

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