Senior Incident Manager and Quality Analyst - ConnxAI Pvt. Ltd.
(2019-09)
- Managed critical incidents (P1/P2) by coordinating bridge calls and cross-functional teams, achieving a 30% reduction in resolution time and enhancing stakeholder communication.
- Strengthened incident response processes, minimizing resolution delays by 25% and improving overall service reliability through effective KPI tracking.
- Performed quality audits to ensure compliance with organizational standards, resulting in a 15% improvement in service delivery metrics.
- Developed and published weekly, monthly, and annual reports using ServiceNow, enhancing report visualization and introducing new reporting trends that improved stakeholder decision-making.
- Mentored new hires and facilitated training sessions, improving team performance and onboarding efficiency by 20%.
Senior Subject Matter Expert (SME) - Apple Car & Limo Services
(2018-06 - 2019-06)
- Managed customer calls and coordinated driver dispatch operations, streamlining service delivery and improving customer satisfaction ratings by 15%.
- Resolved Medicaid claim denials, ensuring timely reimbursements and reducing denial rates by 20% through effective communication and follow-up.
- Executed daily billing using E-Paces, achieving 100% accuracy in financial tracking and reporting.
- Verified customer credentials to prevent fraud, contributing to a 10% decrease in fraudulent claims.
- Collaborated with cross-functional teams to enhance operational efficiency, resulting in a 25% improvement in service delivery timelines.
Senior Process Associate – AR & SME Quality Analyst - Promantra Synergy Solutions
(2016-03 - 2018-06)
- Managed Accounts Receivable (AR) and insurance claim resolutions, improving collection rates by 30% through effective denial management.
- Conducted quality audits and provided actionable feedback, enhancing agent performance and achieving a 20% increase in service quality.
- Mentored new hires and facilitated training sessions, ensuring effective onboarding and reducing training time by 15%.
- Prepared and shared monthly and yearly reports, highlighting trends and insights that informed management decisions.
- Created SOPs and conducted process update sessions, improving operational efficiency by 10%.
Senior Process Associate – AR (RCMS) - Inventurus Knowledge Solutions
(2013-12 - 2015-07)
- Followed up on claims with insurance companies, ensuring timely resolution and payment, which improved cash flow by 20%.
- Managed refunds and no-activity accounts, maintaining accurate financial records and reducing discrepancies by 15%.
- Coordinated with onshore teams for process updates, enhancing communication and operational efficiency.
- Supported junior team members in skill development, contributing to a 25% improvement in overall team capability.
- Analyzed pending accounts and escalated issues, facilitating prompt action and reducing resolution times by 30%.
