Summary
Overview
Work History
Education
Skills
Timeline
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Aditya Deshpande

Irving,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Visa Status: H4EAD, valid 09/25

Overview

4
4
years of professional experience

Work History

Customer Support Specialist

Quant Systems
10.2022 - 11.2023
  • Familiarizing yourself with and remaining up-to-date with changes in the plans and tariffs.
  • Greeting customers in a friendly, professional manner using the suggested script.
  • Answering telephonic and e-mail inquiries in a timely manner.
  • Deferring queries to line manager if any assistance is needed or unable to answer them.
  • Furnishing members and health care practitioners with details regarding members' benefits.
  • Granting pre-authorizations for medical treatment, if covered.
  • Advising members of outstanding co-payments.
  • Providing extant and prospective members with the details of network providers.
  • Canceling members' plans upon their request, or due to recurrent nonpayment, if directed by the line manager.
  • Ensuring that the deductible and out of pocket expenses are calculated correctly while discussing the claims report.

Customer Advocate

Veritas Technologies
12.2019 - 12.2021
  • Managing and leading escalation cases involving functions and project teams to promote quality culture and drive the quality improvement process for a subsystem or component of a product or service offering. ● Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.● Leading ongoing reviews of business processes and developing optimization strategies.
  • Staying up to date on the latest process and IT advancements to automate and modernize systems.
  • Conducting meetings and presentations to share ideas and findings.
  • Performing requirements analysis. ● Documenting and communicating the results of your efforts.
  • Effectively communicating your insights and plans to cross-functional team members and management.
  • Providing technical & management escalations in installed base by working with customer engagement and technical support team, engineering business teams, and third-party partner companies.
  • Addressing & resolving technical project & problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate resources are engaged when needed.
  • Working in close collaboration with cross-functional teams by meetings & progress measurement activities resulting in completion of specific escalations in a timely manner.
  • Updating regular to the Unified Escalations List & Watch List entries for the assigned situations which is consistent for the intended audience, including technical support delivery, sales, and upper management.
  • Functioning as the local point of contact for questions on processes & procedures and to intake and address process improvement recommendations.
  • Ensuring that the quality of case content & management as per internal standards.
  • ● Monitoring call handling and handoff to ensure that escalated cases are being handled promptly and by priority.
  • ● Leading operational programs, projects and initiatives that help drives the sustaining business forward.
  • Assisting in the creation / review of reports for management in regard to service availability, uptime, and adherence to Standard Operating Procedures and SLAs.
  • Leading post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrences.
  • Acting as the primary interface for Global Escalation Management with regards to customer escalations.

Education

Post Graduate Diploma in Business Management -

Foresight College of Management
Pune, India

BBA -

Balaji College of Distance Education
Pune

Skills

  • Problem-solving
  • Excellent verbal and written communication
  • Working knowledge of Windows OS
  • Advanced knowledge of help desk software
  • Customer service skills
  • Team collaboration
  • Attention to detail
  • Software troubleshooting

Timeline

Customer Support Specialist

Quant Systems
10.2022 - 11.2023

Customer Advocate

Veritas Technologies
12.2019 - 12.2021

Post Graduate Diploma in Business Management -

Foresight College of Management

BBA -

Balaji College of Distance Education

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Aditya Deshpande