Experience

• 

  Wns global services

  Oct 2012 - Sept 2015

  Assistant manager

  • Work on Departmental Procedure, Work Instruction Manual, Quality Standard Document/Quality Check Plan & conduct FMEA’s.• QA of accounts to identify critical claim issues with payors, demographics, International Classification of Disease (ICD) & Current Procedural Terminology (CPT) codes.• Handled responsibilities of resolving discrepancies related to reconciliation of account receivables, investigate & identify root cause for any denials.• Supports team members in fulfilling educations needs identified through issues and opportunities.• Train staff members on Basic Lean & Six Sigma, identify & manage these projects. Show less

• 

  Aress software

  Jan 2016 - now

  • Work closely with board members to define business goals, prepare strategies and endeavor towards improving the brand value.• Set up quality monitoring system and methodologies, designing of audit forms and quality standards documents, conducting coaching, calibration, and training sessions.• Scrutinizing the major reasons for customer lapse, partner with product development, quality, and retention team to build effective retention strategies, identify product and process improvement opportunities and work on it to deliver best quality product in the competitive market.• Design and development of web-based learning modules, canned responses for ticket and chat team, calling scripts for inbound and outbound phone team, creation of knowledge base articles, video tutorials for end customers and internal support team.• Work with Sales and Marketing team to develop and deliver special offers, one-off/weekly/monthly deals for potential and existing customers.• Collaborating with business development team & potential clients to assess their requirements, handle the launch of pilot batches for multiple projects.• Partner with HR to build recruitment strategies, HR policies, performance management, employee engagement and development plans Show less • Organize and lead the daily team briefings, coordinate, communicate and assists in monitoring workflow and work tasks to manage fluctuating volumes, promote prompt resolution of issues and improvement areas.• Work on the team’s quality and service standards by providing audit feedbacks and training.• Handling Chargeback’s & PayPal disputes with banks & customers ensuring adherence to General Data Protection Regulation (GDPR) and Payment Card Industry Data Security Standard (PCI DSS).• Monitoring and managing SLA’s, bottom performer management & development with the help of Training Need Identification & Analysis (TNI), conducting Process Knowledge Tests (PKT) Show less

  • Deputy Project Manager

    Jun 2018 - now

  • Project Delivery Head

    Jan 2016 - May 2018