Sompa Saxena

Dynamic Customer Service Representative with over 10 years of experience in handling customer relations and account management. Proven expertise in resolving inquiries and disputes effectively, as demonstrated by my success at RxAdvance, where I advanced to CSR 2. Proficient in managing prescription benefits and creating Prior Authorizations while delivering high-quality support.

Passionate about utilizing my strong communication skills to enhance customer satisfaction and contribute positively to the company's success.

Pharmacy Benefits Manager (CSR 2) - RxAdvance - Noida, USA

(2023-02)

• Administering prescription benefits and creating prior authorizations for members working with Amazon in the United States.
• Managing Medicare payer lines including HTA Part B & E, Troy Medicare, and Eternal Health Medicare Advantage plan.
• Promoted to CSR 2 in 2024, taking on additional responsibilities such as creating tickets for services.
• Conducted call quality reviews for assigned agents (30-35 calls monthly), performed daily dashboard reviews, and handled supervisor calls.

AR analyst - TCS - Gurugram, India

(2021-05 - 2022-05)

• Focused on financial operations for the Singapore Territory.
• Monitored and managed payment statuses for outstanding invoices.
• Engaged with customers to resolve disputes related to unpaid or overdue invoices.

Master CCP - American Express - Gurugram, India

(2014-09 - 2016-06)

• Directed customer engagement efforts specifically for the US Territory.
• Cultivated and strengthened relationships with customers.
• Addressed end consumers' credit card inquiries efficiently.
• Oversaw customer account management activities.
• Articulated product benefits in alignment with company guidelines.
• Analyzed customer profiles to deliver tailored responses.

Process Developer - Genpact India Services - Gr. Noida, India

(2013-05 - 2014-09)

• Collaborated with the Order Management team to process orders for the business (Abbott).
• Facilitated team development by enhancing communication skills.
• Partnered with the Accounts Receivable Department (Abbott) to manage invoices.
• Secured timely collections on invoices and provided updates to the manager.
• Executed numerous outbound calls to collect payments on invoices across various business deals.

Sr. CCP - Convergys India Services - Gurgaon, India

(2007-08 - 2011-03)

• Supported operations for Orange Telecom, focusing on the US territory.
• Developed and maintained strong customer relationships.
• Resolved consumer queries through effective communication.
• Managed customer accounts diligently.
• Conveyed product benefits in accordance with company standards.
• Assessed customer profiles to ensure appropriate responses.

M.Com - Commerce - M.J.P Rohilkhand University (2002 - 2004)

B.Com - Commerce - M.J.P Rohilkhand University (2000 - 2002)

10+2 - Intermediate Education - CBSE (1998 - 1999)

10th - Secondary Education - CBSE (1996 - 1997)