Summary
Overview
Work History
Education
Skills
Timeline
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Deepali Mahajan

Cary,NC

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Patient Service Advisor

NHS
03.2022 - 01.2023
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Documented problems and corrective actions to maintain records.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed and updated databases to handle customer data.
  • Developed process improvements to enhance overall delivery of service.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Subject Matter Expert

Xceedance
11.2016 - 09.2021
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Collaborated with management to identify and prioritize new development concepts.
  • Monitored and tracked user progress to identify improvement opportunities.
  • Improved user productivity and efficiency through system training and support.
  • Developed and presented business cases, presentations and reports to senior management.
  • Assembled, installed and tested new equipment and trained users in effective operation.

Process Developer

Genpact
12.2007 - 11.2016
  • Followed implementation of new processes, collaborated with stakeholders and tracked progress.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Launched quality assurance practices for each phase of development

Education

Bachelor of Arts - Mathematics

Delhi University
India
09.2007

Skills

  • Administrative and Office Support
  • Calm and Professional Under Pressure
  • Billing Adjustments and Refunds
  • Trained in Salesforce & SQL

Timeline

Patient Service Advisor

NHS
03.2022 - 01.2023

Subject Matter Expert

Xceedance
11.2016 - 09.2021

Process Developer

Genpact
12.2007 - 11.2016

Bachelor of Arts - Mathematics

Delhi University

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Deepali Mahajan