Dhivya Selvaraj

Customer-focused professionals with 2 years of experience in handling customer inquiries and resolving billing concerns in a fast-paced environment. Skilled in communication, problem-solving, and delivering positive customer experiences. Adaptable, detail-oriented, motivated to contribute to retail sales, build strong customer relationships, and support team goals while maintaining high service standards in customer support and recruitment for US and UK marketplaces.

Highly dedicated and innovative individual with excellent communication, logical, analytical, and presentation skills with knowledge of Non-IT and IT sector recruitment. Willing to take up challenging tasks in recruitment and B2B/B2C Sales.

Senior Process Associate (US Healthcare Insurance operations) - Apexon Global services, formerly known as Technosoft Global Services - Coimbatore

(2020-11 - 2021-06)

• Documented and researched customer concerns and managed high call volumes with knack and professionalism
• Demonstrated effective and clear communications with Insurance members and Providers
• Effectively managed average call handling time (AHT) below 10 minutes against goal of less than 20 minutes
• Provided technical support needed for escalation calls to associates after deep dive for quicker resolution and continuously performed at >95% quality score in call audits thus setting high performance bar for the team members
• Elevated to Step-up Quality analyst role in 2.5 months to improve quality metrics of the team and to reduce demerit scores in compliance tracking module
• Flexibly worked in medical billing -p payment posting, charge entry and payment audits to support clients during seasonal spikes for 4 weeks

US Recruiter (Non-IT and IT) - Collab InfoTech - Coimbatore

(2020-01 - 2020-03)

As a recruiter my vital role is analyze the job to deliver requirement solution for our clients (Topmost pharma Companies- Pfizer, Johnson and Johnson, Allergan etc., in United States).

• Sourcing, pre-screening and short-listing candidates based on various aspects to determine a perfect match for the client's requirements and interact with professionals in the US.
• Handled most of the end-to-end recruiting life cycle right from sourcing to salary negotiation (W2-contract and FTE) to signing of an employment agreement.
• Developed recruitment database on various skills by using various sourcing techniques such as head-hunting, job portals (Monster, indeed, Career builder and other Job boards), using ATS (JOBDIVA), Employee referrals, advertisements through social networking and relevant community sites.
• Responsible for recruitment, sourcing, resource management, interviewing, reference checking, tracking, salary negotiations, and closing.
• Post jobs on various sites, maintain pipeline track list, cold calling, follow up with the right candidate
• Maintained a database of activities and applications
• Worked in diverse placements: Performed professional, technical, executive and managerial recruiting in areas including Project Managers, IT Professionals, Finance & Accounting, Office / Admin Support, Marketing & Sales, Department Heads, senior Executive, R& D, Scientist, Technician, regulatory affairs, pre&post clinical trial positions.

Healthcare recruiter -UK - ICG Medical (P) Ltd. - Gurgaon, Haryana

(2016-08 - 2017-08)

Recruiting and Scheduling ITU, Pediatric, A/E, Midwife, Mental health and General Nurses for London Central & North-west hospital clients as per their requirements.

• Identified eligible nurses based on location and specialization through Now We Comply portal
• Interviewed candidates through telephonic calls and gauging them for client requirements
• Scheduled nurses for personal interview with Compliance coordinators/ Account managers in London
• Communicated effectively between internal Registration team and selected nurses for registration process
• Collected availability from already registered nurses through phone calls, e-mails and text messages
• Handled OOH (Out Of Hours) and preparing EOD (End Of the Day) reports
• Sorted out pay-roll queries of nurses in time by coordinating between staff bank payroll and internal payroll departments
• Meeting with Team lead, UK counter-parts and accounts manager periodically to brainstorm on improvement points
• Efficiently handled booking during shift releases from clients of team members
• Conversant with MIS
• Played pivotal role in generating sales revenue during IR35 crisis after Apr'17(UK's anti-avoidance tax legislation) by re-activating 64 archived nurses and getting at-least 2 referrals per week from currently employed nurses
• Efficient in converting small business client to medium business client (As a beginner, I have increased booking hours of Northwick Park & Ealing trust hospitals from less than 200 hours per week to 500 hours per week by establishing rapport with Client's staffbank coordinators through e-mail and phone calls).

M.Sc. - Bio Medical Science - Bharathidasan University (2007 - 2012)

Higher Secondary Education - Ranees govt. Girls HSS (2005 - 2007)

10th standard - Govt. Girls HSS (2004 - 2005)