Sanjana P

Handled customer inquiries via live chat/calls providing prompt and accurate support for banking services.

Assisted clients with account related queries,transaction, online banking issues and product information.

Resolved customer complaints efficiently while maintaining high service quality and satisfaction ratings.

Verified customer identities and ensured compliance with KYC and UAE banking regulations.

Educated customer on banking products such as savings account, credit cards and digital services.

Ensured confidentiality and security of sensitive financial information.

Achieved performance targets including response time, resolution rate, and customer satisfaction scores.

• Providing guidance and training to customer support teams on complex billing issues.
• Collaborating with internal teams (product development, sales and implementation) for software upgrade.
• Developing and maintaining documentation such as FAQs and training materials.
• Managed knowledge base project which included creating documentation of processes, procedures and troubleshooting steps.
• Created and executed offshore training for new employees.
• Provide monthly training with support analysts to increase knowledge and skills.
• Test claim files and validate programming changes.
• Provide solutions to meet customer’s revenue cycle management needs.
• Review all customer programming requests and reported application issues prior to assigning to development.
• Handling customer inquiries and resolving issues related to medical billing via phone, email and chat.
• Providing accurate and timely information to patients, healthcare and providers and insurance companies.
• Trouble shooting and resolving billing errors, payment posting, claims/denials.
• Documenting customer interactions, issues and resolutions in CRM or ticket systems.
• Responsible for working assigned claims and running reports to identify claims that require a follow up and resolve the denial by taking appropriate action.

• The role of a customer experience executive is to ensure that customers have a positive experience with the company.
• Maintain incoming email and customer service inquiries.
• Post customer payment by recording cash, cheque and online transactions.
• Prepare bills and invoice.
• Analysis and resolution of escalated issues.
• Interacting with clients on a day-to-day basis via email.
• Submitting daily/weekly reports.

• Processing claims correctly and releasing payment to the provider by using CAS tool within default date.
• Increased client satisfaction by giving 100% quality work resulting in increased workflow to organization.
• Ability to perform individually and in team.
• Ability to learn quickly new technologies.
• Generating the internal reports.
• Updating the team in regular intervals regarding the process updates.
• Handling client’s escalations when requested by supervisors.
• Following up the projects & closing it within time limit.