Experience

VOCIS LLC

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Sr Virtual Supervisor

  • Dec 2020 - Present

  *Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members for further update *Creating and submitting regular team performance reports using Microsoft excel to management and seek new ideas and strategies for improvement for the entire team *Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times *Conduct regular review of all team member performance and organize training sessions for underperformers *Schedule and organize shift patterns for other team members to ensure that customers/patients are never left unattended *Monitor all calls of patients to ensure that SOP procedures and quality standards are strictly followed *Managing attendance, Team login hours, Leaves, and other important information. *Escalate and highlight any appropriate and serious concern to the senior management Creating, managing new and follow-up appointments with doctors in the Urology Group of Southern California, USA *Use EMA to check daily work and priorities important follow-ups *Handled calls regarding Stone, Renal mass or tumor, Male infertility, Circumcision, Hypogonadism, Hydrocele, Cancer, and many other diseases *Handled escalated and emergency calls maintained and update the incoming and outbound call reports, and shared with management *Maintain strict patient and physician confidentiality as per HIPAA (Health Information Privacy) Act in the USA. Handled pharmacy calls regarding medical prescription inquiries *Informed management of operational issues impeding performance or patients satisfaction including but not limited to those impacting the patient, client, or the company *Maintain broad knowledge of appointments, doctors and diseases, and other important updates through management communications, meetings, client focus groups, and formal training. Show less



Globiva

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Associate

  • Jan 2019 - Mar 2020

  *Use CRM to check daily work and priorities important tasks *Maintain, build and update calling/mailing databases *Manage large amounts of incoming calls/Emails using zendesk account *Identify and assess customers’ needs to achieve satisfaction *Handle customer complaints, provide appropriate solutions and alternatives within the time limits *Keep records of customer interactions, process customer accounts, and file documents *Follow communication procedures, guidelines, and policies (SOP) *Answered calls professionally providing complete information about bookings, services and obtains details about complaints Show less



Techmatrix Software Solution Pvt Ltd

• 238, Phase IV, Udyog Vihar, Sector 18, Gurugram, Haryana 122008

• Technical Support Executive

  • Aug 2015 - Dec 2018

  *Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues in an accurate and timely manner. *Properly escalate unresolved issues to the appropriate internal teams by following the SOP *Actively update, maintain and monitor all aspects of system issues *Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved *Communicate and solve customers' problems via phone, email, live chat, and on remote access using LogmeinRescue. *Handling the billing, subscription, and payment issues of the customer. *Keeping the large numbers of records of the software license activation keys Show less