Customer Support Six Sigma

Mohamed Yasin

Chennai-Tamil Nadu

Mobile No: +91-805*******/984*******

E-mail: ***********@*****.***

1. Personal Data

Date of Birth : 12/05/1976

Sex : Male

Father’s Name : R. I. Noor Mohamed (late)

Religion : Islam

Nationality : Indian

Marital status : Married

Languages Known: English & Tamil

Field of Expertise :

1.Managing Learning & Development, Training Operation, Six sigma approach

2.Training TTT, Record Maintenance through LMS.

3.Managing the Client calls.

4.Ensure the Security Compliance course periodically.

4. Customer support, Data Analysis Support.

5. Business Associate Development

Project Experience: Payer bills process, Physician bill or Health Claim process, Hospital bill, Pharmacy bill, Denial Identification, Payment matching with Checks Process, Many US Healthcare Projects and Multiple Payment Process of Insurance Carriers. Legal Projects, Invoice Process and etc.

II. Summary of Educational Qualification and Skill-sets

i.Professional Degrees

M.Sc. – Madras University

M.B.A. - MKU University

(Project: Training & HR process Adopted in Lason India Pvt Ltd)

ii.Software Technical Skill-sets

Intensive Computer Training Course Completed at MIT, Anna University

Knowledge in Operating Systems like Windows, Dos & UNIX and

Well Exposure in MS office. (MS - word, MS- excel, PowerPoint), Certified Course in Six sigma. QC Tools and Minitab tool as well.

III. Work Experience

i.2021 – Till Date- Manager Learning & Development

ii.2016 – 2021- as a – Assistant Manager

M/s Exela Technologies (SourceHOV)

Company Profile:

Exela is a service organization basically dealing with BPO / IT services. Gets Health care Insurance Claims/Forms and Research Survey Cards from their Customers which will be in the form of an image by using through Online Application.(e.g. this will be converted into binary format, Ansii, Text output etc., based on the customer requirement.)

Roles & responsibility

1.Delivery end to end Project/Process Training & Development for Healthcare Payer projects/Claims Processing/various Healthcare Payment and Provider details process.

2.Identify the Lack of skill gaps and Plan and conduct the Training needs assessments.

3.Deliver the Training effectiveness through multiple mode of Training i.e., Class room Training and Virtual mode of Training.

4.Design and Preparing the Training Manual for Customer Requirement & Application Process.

5.Update and Maintain the Training Records through LMS Tool.

6.Evaluate the effectiveness of Training Programs through assessment and Feedback mechanisms.

7.Handle the TTT, Fresh Training, Cross Training and Auditors Training.

8.Organize the Team Meeting and getting input on daily updates.

9.Attending the Clients Call onshore/Offshore clients.

10.Providing the response for Production clarifications.

11.Preparing the Tracker for New CR and Training the Processors.

12.Working with QA for Corrective & Preventive Action through Six Sigma approach.

13.Data updated and sharing the Dashboard to Management.

14.Managing the Coordinators & Trainers.

15.Identifying the Training Needs and Managing various training processes

16.Organizing the Cross Functional Team Meeting.

17.Providing Support to Operational Deliverables.

18.Providing Support to QA on Rebuttal on Customer errors.

19.Providing Suggestion and Input to simplifying the process in Lean methodology.

20.Providing the Suggestion and Input to improve the productivity and Quality.

21.Circulating the Training Dash board

22.Responding to QA CAL Audit report and assigning assessment through LMS.

23.Preparing the MIS reports & circulating to Management Team.

24.Maintain the Feedbacks records

iii.2010 – 2016 worked as a – Training Lead

Roles & responsibility

1)Maintain the Feedbacks records

2)Troubleshooting to Processors & Auditors

3)Responding to back to customer feedback.

4)Clearing the Clarification Hold documents

5)Support on Clear Auditors hold Queue volumes.

2) Coordination with customer for scheduling training

3) Conducting the Training program for new joiners.

4) Allocating training schedule to the team member

5) Analysis the Business requirement and preparing the Understanding

6) Providing the input to technical team

7) Providing the support and coordination for Quality analyst

8) Executing the update change mechanism

9) Conduct the Calibration to operators.

10) Organize and Drive the CFT Meeting

11) Participate in the Quality improvement program.

Training for International Employees:

a) Training for China: Health care Data process Training was handled in China, Ramp up the Site & follow up through WebEx Conference. (Training & Developed 300 Employee in Healthcare Data capture Process Domain)

b) Training for Onshore US and Philippines sites: Providing the Health care Training to US and Philippines Employees through WebEx Conference. (Trained around 200 employees in a month)

C) Training for Domestic Sites: Training was also handle in Domestic sites e.g. Chennai, Madurai, Trichy, Pune, Ananthapure, and Mysore.

c) Training in India:

2008 – 2010 worked as a Training Coordinator

Role & Responsibility:

1)Project training to Operators. Certify the trainees. Follow ups of Trained Operators.

2) Conduct the Train the Trainer session. – Training skill, soft skill development, handling training session.

3) Conduct the Review Meeting with Business Associate.

4)Visiting at Business Associate (Vendor),

5) Recruiting the Data processing Operators, conducting the type test to the operators and selecting the suitable candidate for data processing services.

6) Responsible for Ramp up New Starting Business Associate

7) Control & monitoring the BA’s (Vendor) Target achievement.

8)Preparing & Maintaining Business Associate employees working database.

9)Maintaining consistency every time through self-motivation and motivating the team members.

2006 – 2008 as a Senior Trainer:

2003– 2006 as a Process Trainer:

Roles & Responsibility:

1) Handling the Train the Trainer session

2)Conduct periodical Refresh Training

3)Business Associate employees meeting

4)Provide the support to Analysis team

5)Circulating the training calendar

6)Supporting to Operation team for ensure the TAT for daily basis

7)Support for clearance the volume backlog clearance as per plan.

8)Involving in the Quality initiative program.

9)Analysis the operators Errors and executing the Corrective Action.

2000 - 2003 Senior Associate –Admin Material management

1998 – 2000 Team Associate –Admin Material Management

Roles & Responsibility:

1)Coordinating administration activity.

2)Down load the material from the customer site as a soft copy.

3)Receiving the Material from Courier & entered in the MIS report.

4)Inventory taken for Goods received from the Customer.

5)Prepare the documentation for processing team.

6)Planning for the material delivery based on the customer priority

7)Job allocation to the team member

8)Tracking the Material Movement.

Personal strengths:

1) Maintain good working relationships.

2) Quickly absorb and retain new information and procedures.

3) Energetic and self motivated team leader and Player.

4) Ambitious and flexible with ability to Adapt to changing environments.

5) Plan and organize work

6) Knowledge in MS office, Excel, PPT and QC Tools and Minitab tool as well.

Achievements:

1)Rewarded as dedicated & commitment employee

2)Traveled to China (Xian City) for Ramping up the new site in terms of the Training, Operational Process Establishment ensures the study state.

3)Developed the Philippines site through WebEx training.

4)Also visited the Malaysia city.

Other Area involvement:

Initiate and participated multiple Social awareness campaign.

Date:

Place: Chennai N. MOHAMED YASIN

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