CHANDRANI SENGUPTA
Troy,MI
Summary
Detail-oriented Quality Analyst with extensive experience supporting healthcare operations, quality documentation, compliance, and service excellence in high-volume environments. Proven ability to analyze interactions, document findings, ensure adherence to policies, and collaborate across teams to improve accuracy, consistency, and customer outcomes. Brings a strong foundation in quality management, data analysis, and continuous improvement.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative – Healthcare Operations
Qualfon (Dialog Direct)
05.2017 - Current
- Ensured accurate documentation of all member interactions to support quality audits and regulatory requirements.
- Maintained strict adherence to healthcare policies, procedures, and compliance standards.
- Identified inconsistencies in case handling and worked with internal teams to correct errors and improve resolution accuracy.
- Supported quality management initiatives by documenting actions, outcomes, and corrective steps.
- Handled high-volume phone, email, and chat interactions while maintaining quality benchmarks.
- Provided clear, accurate guidance to members on benefits, claims, and plan navigation.
- Resolved claims inquiries and supported claim adjustments with strong attention to accuracy.
- Coordinated with providers and internal departments to ensure timely and correct medical support.
- Assisted in case inventory management by closing, correcting, or routing cases to appropriate departments.
- Supported peer agents by assisting with task completion to maintain overall service quality.
Noon Aide
Bemis Elementary School, Troy School District
01.2017 - 04.2017
- Assisted and monitored students during lunch and recess
- Maintained safety and security standards
- Provided special care for special-needs children
Education
Master of Arts - Geography
Jawaharlal Nehru University
New DelhiBachelor of Science - Geography Hons
Calcutta University
Post Graduate Diploma - Urban & Regional Planning
CEPT
AhmedabadJunior Research Fellowship - undefined
University Grants Commission
Communication Skills Workshop - undefined
Indian Institute of Management
AhmedabadSkills
- Quality Monitoring & Documentation
- Call / Email / Chat Quality Review
- Process compliance management
- Defect Identification & Resolution
- Root Cause Analysis
- Reporting on quality metrics
- Healthcare operations management
- Quality assurance in customer experience
- Cross-team communication
- Attention to Detail & Accuracy
- Microsoft Word, Excel, PowerPoint
- Encoder Pro, UCSW, NCompass
- Case Management & CRM Systems
- Documentation & Knowledge Repositories
Timeline
Customer Service Representative – Healthcare Operations
Qualfon (Dialog Direct)
05.2017 - Current
Noon Aide
Bemis Elementary School, Troy School District
01.2017 - 04.2017
Bachelor of Science - Geography Hons
Calcutta University
Post Graduate Diploma - Urban & Regional Planning
CEPT
Junior Research Fellowship - undefined
University Grants Commission
Communication Skills Workshop - undefined
Indian Institute of Management
Master of Arts - Geography
Jawaharlal Nehru University
QUALITY-RELATED TRAINING
- Healthcare Plans Training – Horizon Blue Cross Blue Shield of New Jersey
- Business and Corporate Writing
- Chat and Message Center Quality Handling
- Healthcare Communication Standards
RESEARCH & ANALYTICAL EXPERIENCE
- Researcher – Technology Informatics and Design Endeavor (TIDE), Bangalore
- Urban planning research support
- Survey development and data analysis
- Academic Associate – Indian Institute of Management (IIM), Ahmedabad
- Research project support
- Study material development
ACHIEVEMENTS & RECOGNITION
Team Member of the Month – December 2017 for valued contributions to the team, Spotlight Award – May 2018 for quality and accuracy of work, Multiple recognitions for perfect attendance and reliability