Pramod Kumar

Experience

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  SYKES

  May 2015 - Feb 2017

  Customer Service Specialist

  >Worked on One Plus device.> Worked on CRM tool and testing on new devices.> Handled Team.> Worked as a trainer for new joiners.> Allocating work and briefing team with daily updates.> Updating Customer device with new software through remote session.> Handling all Escalations on service-based calls.> Updating Manager with Weekly data.> Liaise with Clients directly for all business queries.> Interacted with customer lively in Pop Up Events. Show less

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  Wipro Limited

  Oct 2017 - Mar 2019

  Customer Service Specialist

  > Worked on Customer Grievances Reports to resolve and guarantee customer satisfaction.> Working on the Knowledge Management (KM).> Handling inbound and outbound calls.> Ensure all customer Queries resolved in FTR.> Allocating work for the team.> Briefing team with latest updates.> Ensured all timely cases are resolved to nil misses or errors on the records.> Handling all Escalation cases and resolve timely without any customer loss.

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  Optum

  Jun 2019 - Aug 2022

  Healthcare Specialist

  > Team does maintenance work on the existing groups from the source of documents/ information provided by the RAE/AGENT and UHC sales partners for any change in their renewal of their policy.> We deal with rate changes, off Renewal plan changes quote the required plans and any maintenance work. > Adjustment of claims rework> Downloading remittances from WITT Tool and allocation to the team.> Handling requests for plan changes involving Medical, Dental, Vision and Life plans including LTD, STD’s etc.> Expertise in eligibility issues with differential coverage and adding or terming groups.> Processing eligibility additions and changes for existing groups.> Works on assigned roles on time and if it’s required processed on weekends to meet the TAT.> Auditing the group’s behalf of team to ensure the 100% focus on quality.> Drafting Emails to payers for missing Information. Show less

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  Darwinbox

  Aug 2022 - May 2023

  Product Specialist
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  AMS

  Jul 2023 - now

  Assistant Manager