Vikrant Chawla
Business Operations Manager
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About
Professional with 14 years of experience in Customer Service, U.S. Healthcare, Insurance Operations, Process Transitions, Team Management, and Training. Proven track record of managing clients, leading cross-functional teams, improving operational performance, and delivering successful business outcomes.
Experience
Business Operations Manager - WIPRO
(2020-05 - 2024-07)
- Managed U.S. and U.K.-based clients.
- Reviewed SOWs, identified discrepancies, and ensured alignment with project requirements.
- Managed health insurance, billing, and sales insurance operations.
- Ensured FCR targets were achieved, repeat cases were controlled, and SLAs were consistently met.
- Utilized Lean Six Sigma methodologies to drive process improvements.
- Led process transitions.
- Analyzed assigned projects and distributed tasks effectively among team members.
- Determined the duties and responsibilities of individuals in a team.
- Communicated and highlighted project issues to the Client Manager.
- Provided solutions to client manager regarding project-related issues.
- Worked with the implementation team to automate project-related tasks, reducing manual effort and minimizing errors.
- Managed Client deliverables.
- Met SLAs by working cross-functionally with the multiple teams to ensure project success.
- Promoted to Senior Analyst in 2015.
- Promoted to Business Operations Manager in 2020.
- Promoted to Quality Manager in 2022.
Senior Analyst (Assistant Manager Operations) - XEROX
(2013-04 - 2020-05)
- Managed day-to-day operations.
- Prepared and audited reports.
- Shared project and operational updates during daily team meetings.
Benefits Operations Analyst - AON–HEWITT
(2012-03 - 2013-04)
Customer Care Executive - DOMESTIC AND GENERAL Insurance Company - England
(2011-02 - 2012-01)
Worked in England for 2 years
Senior Customer Service Executive - HCL Tech BPO LTD
(2006-12 - 2010-06)
- Handled inbound calls and emails related to account and payment queries.
- Handled supervisory calls.
- Assisted new advisors in handling customer calls and emails.
- Responsible for making weekly reports and feedback.
Education
B.COM - CCS University (2007)
12th - UP Board (2004)
