Vivekanandan

• Sourced candidate profiles from various portals (Naukri, Indeed, Monster, LinkedIn, Dice) to create a diverse pool of potential candidates for the company.
• Conducted initial screening and aligned candidates with hiring managers for further rounds, ensuring only qualified candidates progressed in the hiring process.
• Briefed candidates about suitable job openings and effectively scheduled interviews with clients, improving the efficiency of the hiring process.
• Followed up with both clients and candidates, maintaining proper records of interactions and ensuring timely communication throughout the hiring process.
• Managed a team of 5 recruiters, achieving a 95% conversion rate on a monthly basis by providing guidance and support to team members.

Answering 50+ inbound calls & 50+ emails & 30+ chats regarding appointments & cost of treatment each day. Making outbound reminder calls to remind patient's about their appointment with the Doctor.

Monitoring the calls, emails & chats for Quality improvement. Preparing mentoring sessions. Discussing basic error trends & steps to improve quality.

• Hired as a Seller Support Specialist for Amazon's US and UK clients, responsible for service delivery.
• Implemented communication skills training and gained process knowledge.
• Transitioned to benching by the end of September 2021 due to the client's failure to create an AWS ID for over 60 days.

Answering over 50 inbound calls plus making over 50 outbound calls daily, Proactive handling of files for potential health insurance claims recovery. Preparing bills /claims/ liens using information on file & sending claims to the concerned party. Managing customer profiles. Interacting with US based attorneys, insurance companies & hospitals.

Answering 100+ inbound calls per day from customers, clients & employees of IBM USA & CANADA, also assisting on chats around 30-40 per day & making over 70 outbound calls per day. Managing customer profiles & client accounts. On-boarding new clients, educating about products & up selling. Expert Utilization of tools, ensuring customer satisfaction.

Managing customer accounts:

• Keeping customer account information updated.
• Verifying customer information.

Offering customer satisfaction:

• Proactively responding to customer feedback.
• Resolving customer service inquires in a timely and efficient manner.

-Communicating upcoming changes in customer services.

Answering customer queries and resolving issues:

• Responding to customer inquiries in a courteous manner.
• Investigating customer complaints and proposing solutions.
• Following-up with customers to ensure that their issues have been resolved.

Mentored a team of New hires

• Coaching new hires on process knowledge.
• Live demonstration & call barging with new hires.
• Conducting doubt clarification sessions.
• Assessing performance and suggesting areas of improvement.

Impact

• Improved customer satisfaction by managing customer accounts and offering customer satisfaction.
• Resolved customer queries and issues quickly and effectively.

Maintaining accurate file information

• Using Mysocrates application.

Lien Analysis

• Using Claims Explorer application.

Interaction with attorney offices and liable insurance companies

• Gathering and analyzing data & Drafting and delivering official letters.
• Accuracy of information & Escalating deviations to relevant teams.

Ensuring first call resolution and achieving monthly target of claim amount

• Meeting monthly goals.
• Training colleagues in understanding client accounts.
• Engaging customers in addressing queries. Providing detailed feedback to customers.

Client satisfaction and retaining customers

• Monitoring customer feedback.
• Coordinating with internal departments for enhanced services.

Mentored junior analysts

• Organizing regular meetings.
• Creating training and assessment modules.
• Conducting individual training & doubt clarification sessions.
• Assessing performance and suggesting areas of improvement.
• Ensuring first call resolution and achieving monthly target of claim amount.
• Client satisfaction and retaining customers.
• Mentored junior analysts.

Work:

To improve customer service.

• Quality Analysis of Calls, Emails, and Chats
• QA Calibration Sessions with Clients BCBS Michigan
• Error Trend Analysis and Process Improvement Discussions.
• Coaching 25 Healthcare Advisors to Improve Customer Service and quality of the process.
• QA Calibration sessions with clients BCBS Michigan
• Error Trend Analysis and Weekly reporting.
• Coaching 25 healthcare advisors.

Work:

To improve customer service.

• Quality Analysis of Calls, Emails, and Chats
• QA Calibration Sessions with Clients HCCI.
• Error Trend Analysis and Process Improvement Discussions.
• Coaching 10 Healthcare Advisors to Improve Customer Service and quality of the process.
• QA Calibration sessions with clients HCCI.
• Error Trend Analysis and Weekly reporting.
• Coaching 10 healthcare advisors.

Achieved 100% in call quality for 3 months- Sept 2018, April 2019, May 2019. At Concentrix.

Participated in the Global Knowledge management Marathon conducted by Firstsource in 2022. I was awarded the first prize.

For completing maximum number of courses on the Learning platform of Concentrix