Arvind Kumar (Danny)

I am a Principal Dynamic Incident Manager and Quality Analyst with over 16 years of experience managing critical incidents and enhancing operational efficiency in Healthcare and IT operations. I excel in stakeholder communication and team mentoring, ensuring timely resolution of P1 and P2 incidents. My proactive problem-solving approach has significantly improved service delivery and reporting frameworks.

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%.

B.Com - Skim Professional University