Swapnil Parab

Learning & Development professional with 14+ years in US Healthcare (Medical Billing), Customer Service, and BPO, including 12+ years focused specifically on Training and Master Trainer roles. Proven track record designing and delivering end-to-end training programs across Voice & Accent, Revenue Cycle Management, and Denials Management, using structured instructional design (ADDIE) to build floor-ready teams. Recently completed a short-term client engagement in solar energy sales and is now returning to core training and L&D work full-time.

Sales Specialist, Australian Energy Process at AusPro Services Private Limited (2025-08 – 2026-04)

• Advised Australian residential customers on solar panel and battery adoption, cost-benefit analysis, and system efficiency
• Promoted clean energy solutions through consultative, needs-based selling

Master Trainer / Process Trainer at Gebbs Healthcare Solutions Pvt. Ltd. (2012-09 – Present)

• Design and deliver end-to-end training batches for US Medical Billing, covering Revenue Cycle Management and Denials Management
• Lead Voice & Accent training for patient calling teams to ensure clear, client-ready communication
• Develop training content using auditory, visual, and kinesthetic learning models to suit varied learner needs
• Manage training teams and trainer allocation across concurrent batches
• Serve as primary point of contact for client escalations and internal stakeholder communication
• Facilitate On-the-Job Training (OJT) sessions to transition new hires to production
• Apply findings from Training Needs Identification (TNI) and Training Needs Analysis (TNA) workshops to continuously refine curriculum

Team Leader / Supervisor, Patient Calling Team at Gebbs Healthcare Solutions Pvt. Ltd. (2013-04 – 2014-06)

• Managed escalations involving patients, insurance carriers, and attorneys
• Led day-to-day customer service operations for the VRAD process
• Supervised and coached team performance against quality and productivity targets

Sr. AR Associate at Gebbs Healthcare Solutions Pvt. Ltd. (2012-09 – 2013-03)

• Resolved insurance denials and managed accounts receivable follow-up
• Liaised directly with US insurance payers to progress claims
• Handled client calls and high-level escalations

Senior Customer Service Executive, US Process (TransUnion) at Intelenet Global Services (2007-12 – 2011-03)

• Delivered high-quality customer support for a US credit bureau client
• Recognized for excellence in customer handling and query resolution
• Promoted into an escalations-handling role based on performance

Customer Service Executive, Collections Process at Zenta International (2007-01 – 2007-12)

Customer Service Executive, ICICI Credit Card Collections at Adventity (2006-01 – 2006-12)

B.Sc. – Mumbai University

HSC (Science) – Mumbai University (2000)

SSC – Maharashtra State Board (1996)