Manager Customer Service

Mobile Number +91-902**-***** Email: ***************@*****.******.**.**

Deviprasad V

Synopsis MBA from IIM Calcutta.

Over 14 years’ experience in Operations delivery and Solution design across Technology companies such Athenahealth, TCS etc.

Extensive Vendor management experience managing metrics, training, commercials etc.

Lean Six Sigma Black Belt certified at KPMG©

Proficiency in customer management

Top notch written and oral communication skills. Qualifications MBA (PGDM) IIM Calcutta Class of 2001 specializing in Finance and Systems.

CA Inter.

B COM Honors, St.Xavier’s College, Kolkata.

May 2016 to October 2017 Head Operations- Door Sabha Nigam Limited (India’s largest independent conference provider)

Ramp up volumes without sacrificing SLAs.

Own and manage entire customer service.

Create and implement strict process documentation.

Re structure compensations based on industry benchmarks.

Manage Technology infrastructure.

Key achievements Managed 2X volume increase with improved SLAs.

Handled three key high Central government projects. August 2013 to September 2015 Director Operations- Athenahealth Inc a leading cloud based EMR and RCM technology company with over 23000 doctors. Support a broad array of projects related to service delivery operations, healthcare transactions, analytics, and other transaction processing.

Sustain and manage large Vendor partner relationships. ~ 1500 vendor associates

Manage end to end operations for a large team (~150 members) Key achievements Ramped up operations from 89 to 215 associates with minimal attrition.

Consistently high Employee engagement scores.

April 2013- August 2013

February 2008 to March 2013

Promoted as Assistant General Manager- Healthcare solutions- Tata Consultancy Services

Manager, Business Development: Tata Consultancy Services. Support the Insurance- Healthcare and Life Sciences ISU in North America, job profile includes:

Work with Geographical sales and market intelligence team to identify potential target accounts.

Develop and Sustain relationships with the North American Senior Account management team.

Represent TCS Insurance and Healthcare in Analysts’ interactions.

Conceptualize focused strategy papers on specific areas of Insurance BPO for Senior Management meetings.

Mobile Number +91-902**-***** Email: ***************@*****.******.**.** Key achievements Wins by TCS BPO where I was a key contributor

BPO services for a Large Healthcare Revenue Cycle Management player. First customer for TCS in the Healthcare BPO space. Over 800 associates.

BPO services for a leading player in the 403 (b) benefit administration space. New Logo for TCS.

April 2006 to February 2008:

Cognizant Technology solutions, Chennai.

Manager, Healthcare BPO Solution Design and Business development.

Health Insurance Operations Manager. Customer is one of US’s largest Healthcare technology companies based in Minneapolis.

Exposure across end to end Healthcare Subrogation and Anti Fraud operations (Team size ~ 150 Associates).

Key achievements Wins by Cognizant BPO where I was a key contributor

Large NA based Healthcare Clearing house. New logo for Cognizant.

Large Mid West Health Insurer. New Logo for Cognizant. October 2003 to March 2006:

Healthcare Operations: Program Manager: Perot Systems, (Since acquired by Dell Inc) Chennai.

Key achievements Large RCM (Revenue Cycle Management) program Management with over 450 associates across voice and data services. Customer is one of US’s largest Healthcare technology companies based in New England.

Managed ramp up from 1 million transactions to 2.6 million transactions with no disruption in service levels.

Consistent high rating in customer CSRs.

Mentored and developed a team of leaders to manage the program. June 2001 to October 2002: Financial Consultant Kotak Securities: Financial Advisory Services.

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