Prathibha Tiwari

Experience

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  ThoughtFocus

  Aug 2006 - Apr 2010

  Operations Team Lead & Business Development

  • Responsible to Manage BD Team and Help Sales Team Generate Revenues• Partnered with Sales Team on driving Innovative Solutions around customer acquisition and on boarding new clients.• Clientele include but not limited to JigSaw,SPoke,Linkedin,Hoovers,Manta etc• Liaised with Product Owner in building an in-house CRM to enhance Sales and Marketing Processes.Operations:Claims Processing, Data Verification and Determination of properties, covering potential losses incurred by various factors specific to Insurance, Recovery and Claims Processing industry Show less

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  ThoughtFocus

  Jun 2011 - Oct 2017

  • In charge of complete ThoughtFocus India KPO operations. Managed 21 project and clients.• Decreased Additional payouts by process optimization. By implementing lean increased productivity by 15% and reducing the headcount by 23%• Collaborated with software developer Implemented system that streamlined process by 10%, and cut production time by 10%• Maintained desired SLA’s and Ensure customer satisfaction and customer integrity at the highest level• Developed management reports and over 10 KPI's for senior executive team• Increased the FTE in project by pitching the internal sales dig• Oversaw development and suggested new service’s which increased the earning by 23%• Effectively controlled costs and developed Operating Budget• Accountable for documenting the entire Billing Cycle & Cost Analysis• Client Dispute management Show less • Overseas Office Set Up: Successfully set up of ThoughtFocus overseas office in The Philippines Played a vital role in setting up the division and transition of project. Starting from recruitment, hiring establishing Admin & IT Department to Payroll have equally contributed in formation of new overseas branch along with the transition of the project. Worked with local government to have the facility compliant with country specific rules.Quality & Compliance• Established Quality Auditing Department - Quality Team (8 Members Team)Worked using STATISTICAL PROCESS CONTROL TECHNIQUES• Worked to obtain SOC Compliance (Service Organization Controls are a series of accounting standards that measure the control of financial information for a service organization) SSAE 16, also called Statement on Standards for Attestation Engagements 16.Transition:• Prepared Scope, Project Charter, SOW & Relationship Matrix• Responsible for the definition, documentation and successful completion of project• Designed the transition plan, organize and facilitate change activity with associate at all levels and External stakeholders, developing changes that will meet their requirements & delivered the desired outcomes of the project. • Understood, monitored and maintained the compliances and contingencies involved during transition• Handled all process related escalations & had honest and effective resolution with stake holders• Workflow management and supervising Ops team• Supported operation team to maintain healthy turnaround time• Dispute management both on project level and stakeholder • Formulated Customer Satisfaction Certification.• Compliance & Incident Reporting • Responsible for conducting BIT SIG audit every quarter and published the reports • Developed Safety program that reduced the incidents by 80% Show less

  • Client Operations Manager

    Jan 2017 - Oct 2017

  • ASSISTANT MANAGER- COMPLIANCE & TRANSITION

    Mar 2016 - Feb 2017

  • PROCESS LEAD, TRANSITION PROCESSES

    Jun 2011 - Feb 2016
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  Pronto Software Solutions

  Nov 2018 - Jan 2020

  Strategic Sales Manager

  Create and execute the sales department go-to-market and operational strategies to achieve business objectives. Participates with other senior managers in developing strategy for the entire company. Determineand monitor the department's key performance indicators (KPIs) such as revenue vs. plan, contact rate, quoteclosure rate and gross profit percentage. Anticipates and reacts quickly to trends and changes in performance.Develop and manage sales department budget

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  ForeFront Healthcare Pvt Ltd

  May 2021 - Oct 2023

  Senior Manager- Quality & Compliance

  implementation of ISO 9001 & 27001, quality management system implementation across the business unit. RCM management for US medical billing -creating SOP, workflow chart for claim processing, coding,payment posting , patient billing & Account receivables. standardization of work flow management, quality checklist and implementation

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  State Street

  Nov 2023 - now

  Senior Manager– Cyber Security Services-Technology Regulatory Response Management

  Aligning global technology standards to NIST R5, NIST CSF, COBIT & FFICE Frame work & business Implimentation, Regulatory audit response. Aligning internal findings and controls to State Street Technology Standards & Policies