The objective is to improve and obtain work skills according to the organization and to challenge my own expertise to secure an appropriate position with discipline and by obeying organizational principles.
Used to provide customer support for a US based campaign via inbound calls.
Provided Live Chat and Email Support.
As a Team Lead, used to manage team of 30 members and was responsible for their Performance, Quality and Adherence management and their reporting to the Operational Managers and CEO.
1. Served and Resolved 15k Emails/tickets with 92 quality.
2. Served 25k Real-time Chats with the Overall Maintained Quality of 96.69.
3. Used to provide Support from Zopim(Zendesk), Bliss Email and Chat Management tool. Maintained AHT at under 5 mins with the concurrency of 3 chats at a time. Maintained SLA at 2 secs.
4. Followed Policies and Guidelines via Salesforce, TeamDot(Atlassian) and JIRA(Atlassian).
I used to make to make calls to the US based medical and health insurances on the behalf of doctors/providers to get information regarding medical bills/claims. Was working in Denial management in which I used to resolve and was reaponsible for the reprocessing of denied claims.