Support Manager
Resume:
Sunil Kumar.
**. K.G Layout,
K.K.Pudur
Coimbatore-641038.
Mail to: adinj4@r.postjobfree.com, adinj4@r.postjobfree.com
Over 13 Years of experience in the field of I.T.E.S. with interaction of clients and offering Technical support for windows 2000, windows XP, vista, windows 7, 8,8.1 & Windows 10. Also 3 years of experience in US Healthcare Industries, knowledge on END-END Process in RCM including Credentialing and basic knowledge on coding.
Responsibilities
Effective manager, Strong team builder and organized leader in a customer service environment.
Efficient in Driving and Adhering to Client Metrics with SLA.
Excellent ability to communicate effectively with both customers and staff.
Strong ability to make administrative and procedural decisions
Ability to organize, prioritize and schedule work assignments
Organized training programs for the continuous development in performance
Expertise in Windows 2000, Windows XP, Vista & Windows 7
Expertise in MS WORD, EXCEL & POWER POINT
Qualification
Diploma in Electronics & Communication Engineering
Additional Qualification
Certified Professional in Hardware & Networking in Accel IT academy.
Work Experience :
OCT’2018 – May’2019
June’2016 – August’2018
Nov’2012 – October’2015
Jun’2011 -
Sep,2012
Company Name : BPO INTEGRA INDIA (P) Ltd
Nature Of Job : Transaction Team Leader
Clients : US Healthcare Industries.
Line of Business : DME & Practice Services
Roles and Responsibilities:
Handling Kick Off calls with New clients
Understanding client requirements and needs
Help clients in Joining the insurance network
Knowldge in Credentialing(ERA/EDI,EFT Enrollment )
Knowledge on Charges Entry and Payment Posting
Knowledge on AR Calling process
Workon detailed Ageing reports and work on resubmitting claims
Company Name : RND SOFTECH PVT LTD
Nature Of Job : Team Leader
Clients : US Healthcare Industries.
Line of Business : DME + HME PRODUCTS
Roles and Responsibilities:
Handling team working on Health care insurances
Specialized in insurance verification and
Prior authorization, CMN & DWO’s
Have done on boarding for various healthcare clients
Process of learning ICD – 10 and HCPC CODING
Have done Telemarketing to Doctors office for selling DME products and referring Patients for sleep study.
Have designed Software automation for capturing
Client data and also developed automation for capturing data for “ Claims & Denials “
Company Name: Sutherland Global Services.
Nature Of Job : Acting Team leader
Clients : DELL
Line of Business : PLE Enterprises support
Roles and Responsibilities:
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Business Requirements and Functional Requirements.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Act as the liaison between the business units, technology teams and support teams.
Analyze workflow and make suggestions for process improvements
Ensure, through review and verification, that project deliverables meet the specifications, including timeliness and quality.
Company Name: Sutherland Global Services.
Nature Of Job : Subject Matter Expert
Clients : AT&T
Line of Business : Connectech
Roles and Responsibilities:
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Business Requirements and Functional Requirements.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Act as the liaison between the business units, technology teams and support teams.
Analyze workflow and make suggestions for process improvements
Ensure, through review and verification, that project deliverables meet the specifications, including timeliness and quality
Jan’2011- May2011
Company Name: Sutherland Global Services.
Nature Of Job : Business Transaction Services
Clients : Sutherland Internal Process.
Line of Business : Tool development & Testing
Roles and Responsibilities:
Developing and Testing of Tool for Various Sutherland internal process.
Testing of own developed scans like Smart solve & PCHC online scans.
Sep’2007– Dec’2010
Company Name: Sutherland Global Services.
Nature Of Job : Subject Matter Expert
Clients : Microsoft Corporation.
Line of Business : MS PC Safety- Voice & Chat
Roles and Responsibilities:
Troubleshooting the all the issues with Operating System and Browser.
Handling the escalated cases from the Frontline agents
Taking training sessions for new hire and frontline agents
Maintaining data and generating reports for the research team
Weekly interaction with Microsoft clients regards top calls and resolution provided to the respective issues.
Virus Sample submission to clients regularly.
Training to the Frontline folks on new issues and process update.
Communicating periodic update from the client to the Frontline folks.
Creating solution set for new issues and updating the Frontline folks with client approval.
Monitor and enhance the performance of the team in terms of Productivity, Customer Satisfaction
Provide individual coaching feedback sessions, and weekly one-on-ones with team members that focus on improving customer satisfaction.
Coordinate with leads & Duty Managers achieve the targets.
Handling Escalation calls for all Service Delivery Competencies, bringing situations under control.
Aug’2005 – Sep’2007
Company Name: Sutherland Global Services.
Nature Of Job : Service Technician
Clients : HP
Line of Business : Front line Agent
Roles and Responsibilities:
Provide technical support to end-users for PC-related issues (Windows XP/Vista, and Virus).
Provide Resolution to the New / weird issues that need research
Remote assistance support for Needed customers
Identifying Hardware issues and Dispatching Hardware units
Core Skill Set:
Installing and Configuring WindowsXP,Vista,Windows2000,Windows 7,windows 8,8.1 & Windows 10
Service pack1&2 installation
Resolving all OPERATING SYSTEM related technical problems.
Providing Remote Assistance.
Configuring Small business networks for U.S Clients using Hubs & Switches
Configuring Wireless networks using Wireless Router & Access Points.
Internet Connection Sharing & configuring DSL (PPPOE), Cable & Dialup Internet Connection.
Backup Support using NT Backup utility & File Transferred Wizard
Personal Details
Date Of Birth : 30- August
Father Name : K.K.Krishnan
Nationality : Indian
Marital Status : Single
Personal interests : Tennis
Languages Known : English, Tamil, Malayalam, and Hindi
Career Objective
Obtain a Leadership position at IT Company where I can maximize my management skills, quality assurance, program development, and training experience
Place : Coimbatore Sunil
Date : ( Signature)
Contact this candidate