Hitesh Chowdhri

Experience

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  XL Dynamics India Pvt. Ltd.

  Jul 2015 - Apr 2018

  Customer Service Representative

  As Customer Service Associate I you will: Accurately process customer service requests by telephone, email and at times, in person, in a timely manner to ensure customer satisfaction. Enjoy working in a fast-paced environment and can effectively multi-task. Demonstrate problem solving and a commitment to exceeding customer expectations. Possess strong verbal and written communication skills with exceptional phone etiquette. Handle stressful situations in an appropriate and respectful manner. Make solid decisions in emergency and pressure situations. Demonstrate commitment to the team's success. Show less

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  GeBBS Healthcare Solutions

  Nov 2018 - Nov 2021

  Acting Team Leader

  As a Acting Team Leader in the organization for the RCM process, I analyse team performance in terms of production and quality and implement continuous process optimization to promote overall client satisfaction by meeting the SLA for multiple projects.• RNR for star performer for three months in a row due to production, quality, and attendance.• Promoted as Acting Team Leader after one year• Received client appreciation for the quality achieved on special projects.

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  Wipro

  Oct 2021 - Dec 2022

  Sme / Lead

  As a SME / lead in the organization for the RCM process, I analyse team performance in terms of production and quality and implement continuous process optimization to promote overall client satisfaction by meeting the SLA for multiple projects.• RNR received an award for Outstanding Contribution for its work in providing process training to onshore employers.• Received Trailblazer twice for the best team in the vertical of the RCM process in terms of production, quality, attendance, and client feedback.• Set up the process from scratch. It began with two FTES and had grown to fifteen by the end of the month. Show less

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  Vasta Global

  Dec 2022 - May 2023

  As a Lead - Operations and Delivery in the organization , I am responsible for production and quality as per SLA, ensure daily and weekly productions target are met. Staff Management: • Provides on-going performance feedback, including concerns and recommendations raised by the technical and quality assurance teams.• With the support and guidance of the Project Manager, you are responsible for completing performance appraisals and taking corrective action as needed.Production and Project Management • Responsible for monitoring the productivity and pacing of the team and providing essential support to the Project Manager.• For the project(s) assigned, be responsible for project dashboard maintenance, case and flag allocation for all project team members, and the daily completion of project production trackers, alerting the project manager and operations for any production deficits and reasons.Data Management and Quality • Review trackers and other data sources for discrepancies (e.g., Vasta's internal tracker) to ensure alignment with productive tasks; work with their team to reconcile reported task entries as needed to ensure accurate reporting.• Works closely with MIS to establish and maintain workflows for productivity reporting and is responsible for on-going review and validation of data.• Performs basic data queries as needed to aid productivity monitoring and validation. Show less

  • Lead - Operations and Delivery

    Dec 2022 - May 2023

  • Team Lead - Operations and Delivery

    Dec 2022 - May 2023
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  Concentrix

  Jun 2023 - now

  Technical Support Specialist

  Serve as the primary point of contact for technical inquiries related to hardware, software, and designated client productsWelcome customers with professionalism and courtesy, attentively listen to customer inquiries, demonstrate empathy, and seek opportunities to establish rapport, all while meeting customer needs and addressing concernsClarify customer needs, inquire for comprehension and utilize decision-support tools to address non-standard or conceptually challenging issuesSustain a comprehensive understanding of client products, encompassing smartphones, tablets, computers, and wearables, with proficiency in equivalent technologies Show less