Experience

THRONE GROUP
• 1 - 100 Employee
• Client and Operations Delivery

  • Apr 2022 - Present


Merit

• United States
• Software Development
• 1 - 100 Employee

• Team Leader

  • Nov 2019 - Jan 2022

  • Tasked with managing a team of 20 plus people for a live project• Managing client data for upcoming projects• Tasked with appending existing details in the client database• Managing the SLAs of the agents• Making sure the client targets are met• Handling client queries and escalation• Was a part of the process automation and actively liaising with the IT team• Has basic knowledge of Python

• Subject Matter Expert

  • May 2018 - Oct 2019

  Overseeing and managing production, quality, and workload allocationManaged a team which changed in size based on project requirementWorked on projects for European client

• Senior Tele Researcher

  • Aug 2015 - Apr 2018

  Was tasked with maintaining and appending existing client dataHad to make calls to publishers online and offline to confirm their advertisement pricing detailsSourcing contacts through calls



AJUBA SOLUTIONS (INDIA) PRIVATE LIMITED

• Account Executive

  • Dec 2013 - Aug 2015

  Handling Complicated, Escalation and Priority jobs. Working on Provider Enrolment queries and Client Emails. Finding shortfall reasons on practices in order to achieve target Analysis, Review of Insurance A/R. Identification of Issues. Analysis of Patient Receivables. Analysis of Patient statements. Review and Action on Call Notes. Denial Management Documentation of Denials/Correspondence. Appealing on Claims Working on Collection Accounts Patient Inquiry Application Accounts (Disputes).



Ex-Service Men Matriculation School

• Assistant Principal

  • Jul 2010 - Jun 2013

  Accounting, attending the educational meeting on behalf of the school principle, Validating the documents (question papers for exams, time table schedules) prepared by the school staffs Accounting, attending the educational meeting on behalf of the school principle, Validating the documents (question papers for exams, time table schedules) prepared by the school staffs



Quest Techno Soft Pvt,Ltd

• Customer Service Team Lead

  • Jun 2009 - Dec 2009

  Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Leading workflow distribution and floor management to ensure service levels are satisfied. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Leading workflow distribution and floor management to ensure service levels are satisfied. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.



Itronics Info Solutions

• Consumer Services
• 1 - 100 Employee

• Customer Service Team Lead

  • Jan 2007 - May 2009

  Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Leading workflow distribution and floor management to ensure service levels are satisfied. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Leading workflow distribution and floor management to ensure service levels are satisfied. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

• Subject Matter Expert

  • Feb 2006 - Jan 2007

  To take care of 5-8 member group in their productivity as well as to achieve my target assigned by the management To side barge the new agents and give them feedback to improve the quality and production.

• Senior Customer Service Representative

  • Dec 2005 - Feb 2006

  Helping customers by solving their issues and making up-salesEnsuring to achieve target on daily basisQuality assurance of the daily work ordersHelp with product availability, customer-service and quality control related issues