Ishfaq Shah

Healthcare operations and claims professional with 4+ years of experience in US health insurance processes including insurance verification, prior authorization, claims processing, and claims rejection handling. Also experienced in telecom customer support and technical chat support for US customers, including internet and modem troubleshooting, ticket handling, and remote support processes. Skilled in documentation, escalation handling, quality-focused operations, Excel (VLOOKUP and Pivot Tables), Power BI, ChatGPT, prompt engineering, and foundational AI automation tools.

US Healthcare Operations & Claims - IBM

(2022-04)

• Handle US health insurance operations including insurance verification, prior authorization, claims processing, and claims rejection handling.
• Review healthcare claims and support accurate documentation and process compliance.
• Work across multiple healthcare support teams and assist with follow-up activities for customer and provider-related requests.
• Maintain quality standards and contribute to smooth workflow management within the process.
• Previously supported a US telecom operations project involving ticket-based circuit disconnection activities using internal applications.

Telecom Technical Chat Support - Infosys (Third-Party Payroll: Grassroots)

(2021-01 - 2022-12)

• Provided technical chat support for US telecom customers in a high-volume support environment.
• Diagnosed and resolved internet and modem connectivity issues using internal troubleshooting tools and remote support processes.
• Documented customer interactions, resolutions, and follow-up actions accurately.
• Delivered timely support while maintaining service quality and customer satisfaction.

Customer Service Representative - Hotel KRDAR

(2018-01 - 2020-12)

• Handled customer service and front-office related activities.

Telecom Customer Support Executive - Mobily Infotech

(2017-01 - 2018-12)

• Handled inbound and outbound customer interactions for telecom internet and billing-related queries.
• Resolved connectivity issues through step-by-step troubleshooting and customer guidance.
• Assisted customers with account and billing concerns while ensuring clear communication.

Bachelor of Arts - Arts - Amar Singh College (2014-01)