Saranya Prabagaran
Helotes,TX
Summary
Support Specialist with 7 years of experience in providing exceptional service and resolving client issues effectively. Strong skills in communication, problem-solving, active listening and efficient troubleshooting to ensure customer satisfaction. Proven ability to manage high-volume requests, identifying root causes, and delivering timely solutions. Passionate about delivering outstanding customer experiences and contributing to team success.
Overview
15
15
years of professional experience
Work History
Retirement Service Processor
Randstad USA
05.2025 - Current
- Independently process retirement account distributions (Active/Terminating plans, Loans, Hardship, In-Service, Internal and External Rollovers, Force-Outs, Final Pay Outs and Trustee/Split transfers) ensuring accuracy and compliance.
- Handle incoming rollover requests, check contributions for participants and plan fee checks.
- Review and resolve not-in-good-order distribution and contribution requests based on any updates/clarification from the plan.
- Conduct outbound calls to plan sponsors, third-party administrators, and financial professionals to clarify requests and confirm account details.
- Requests are received via scanned documents in RPAM, email, internal plan services team/termination coordinators.
- Coordinated with implementation coordinators to process RPFE orders received in Genesys, reviewing specification forms and updating plan information in Broadridge to ensure accuracy and create enrollment guides.
- Prepare and submit loan maintenance requests based on TPAs’ letters of instruction (provided via spreadsheets) for multiple plans, to enable e-loan functionality for retirement plans.
- Perform QA on work completed by newly trained processors, verifying compliance with process standards and logging errors in Quality Central to monitor trends and support continuous improvement.
- Monitor phone calls handled by newly trained processors, review documentation for accuracy, and ensure appropriate contact procedures were followed.
- Gather, assess, and interpret client and account information to ensure requests are handled correctly the first time.
- Document all actions and communications clearly in system notes for recordkeeping and audit purposes.
- Stay current with federal and state regulations, other industry standards and ensure all procedures reflect regulatory updates.
- Collaborate with team members to resolve moderately complex account or transaction issues efficiently.
- Utilize Microsoft Excel, Windows-based tools, and web-based applications for data entry, reconciliation, and account tracking.
- Adapt quickly to new systems, procedures, and workflow changes in a fast-paced environment while maintaining strong attention to detail and productivity.
- Tools and Technologies: Genesys, Share, SS&C TRAC, ACE, Soni, RPA, RPAM, Onenote, MS Excel, Lyons, Broadridge, Quality Central, Salesforce
Payment Services Representative
SWBC
08.2023 - 06.2024
- Process a wide range of retirement account transactions while ensuring accuracy and compliance with company policies.
- Review and verify completed transactions to maintain data integrity and reduce processing errors.
- Communicate with plan sponsors, advisors, and third-party administrators to clarify requests and confirm account details when needed.
- Carefully interpret written instructions from investors and advisors, ensuring all requests are handled correctly the first time.
- Document account activity and client interactions clearly and thoroughly for future reference.
- Maintain a consistent record of high-quality work and dependable performance, including flexibility to work overtime as needed.
- Communicate with various financial institutions’ borrowers, through inbound and/or out-bound calling, to negotiate past due payments and resolve delinquent accounts.
- Followed all federal and state laws, corporate regulations and TCPA phone regulations in regards to dealing with debt collection, processing financial assistance.
- Through inbound/outbound calling, collects past due payments and/or payment arrangements to resolve delinquent accounts.
- Respond to debtor inquiries and provide information regarding payment options and account balances on auto, credit card, mortgage, personal loan and CPI.
- Partner with team members to resolve account issues and meet daily processing goals in a fast-paced environment.
- Demonstrate strong attention to detail, organization, and reliability when managing multiple priorities.
- Work actively on requests received via email/salesforce providing timely and accurate resolutions.
- Adapt quickly to new procedures, technology systems, and workflow changes with minimal supervision.
- Utilize Microsoft Excel and internal web-based tools to track and reconcile account data efficiently.
- Tools and Technologies: Temenos, Genesys, Swivel, Salesforce, Client Matrix, MS Excel, MS Word, MS Powerpoint, One Note
Healthcare Transactions Analyst
Athenahealth
03.2014 - 12.2016
- Collaborate with both internal teams and external partners to identify, troubleshoot, and resolve interface issues that impact data flow between healthcare systems.
- Oversee the transfer of electronic health records, supporting both existing and new interfaces in medical laboratories, hospitals, and pharmacies.
- Participate in gathering business requirements, development, testing, and production troubleshooting to ensure the accuracy and reliability of system interfaces.
- Compliance with HIPAA: Ensure the transfer, storage, and management of health records are conducted in full compliance with HIPAA standards and regulations.
- Liaise with dev-ops teams, account managers, vendors, and other stakeholders to manage interface functionality and resolve any issues or concerns.
- HL7 Message Expertise: Utilize expertise in HL7 interface messages (e.g., ADT, ORM, ORU, SIU, and ACK) to manage and resolve data exchange issues.
- Interface Monitoring and Reporting: Develop comprehensive reports identifying issues, opportunities for improvement, and actionable solutions to enhance system efficiency.
- Handle inbound and outbound calls from US-based healthcare providers and laboratories to manage and resolve tickets on ServiceNow.
- Verify production fixes post-release to confirm proper interface functionality and ensure continuity in data exchange.
- Manage EMR error queues and clinical case management, addressing common issues with interface functionality.
- Collaborate with collectors to manage Electronic Data Interchange (EDI) transactions for healthcare claims, status updates, and processing.
- Compile and present Salesforce reports, conveying analytical findings to senior leadership for decision-making.
- Map and troubleshoot waiting error messages by verifying HL7 segment and component details to ensure accurate message delivery.
- Support QA processes by validating interface data accuracy and integrity throughout the interface lifecycle.
- Develop and enhance internal knowledge-sharing resources, including creating detailed Standard Operating Procedures (SOPs) for consistent operations.
- Supervise case flow, track recurring issues across various accounts, and collaborate with cross-functional teams to identify process improvement opportunities.
- Tools and Technology: AthenaNet, AthenaOne, AthenaEDI, AthenaIDX, SmartHL7, Salesforce, SugarCRM, Nagios, MS SQL, MS Excel, MS Word, MS Powerpoint, Lotus Notes, One Note, ServiceNow, Jira, Kaizen, Asana, O-Help, Superscripts
Technical Support Engineer
HCL Technologies
12.2010 - 11.2013
- Diagnose and troubleshoot broadband, telephone systems, wireless devices, and web-mail services via phone calls, chats, and emails.
- Handle escalated technical issues from Tier 1 support and provide in-depth resolutions.
- Assist customers by clarifying technical details and guiding them through fundamental troubleshooting steps.
- Coordinate with network engineers for on-site issue resolution.
- Conduct root cause analysis to identify and resolve recurring technical problems.
- Data Management & Reporting
- Perform clinical data entry, documentation, and reporting with accuracy.
- Maintain and manage service records for performance tracking and future reference.
- Create dashboards using pivot tables and VLOOKUP in Excel for data visualization and reporting.
- Provide trend analysis and insights to management regarding service impact and technical issues.
- Handle customer inquiries efficiently via live chat, phone, and email to ensure high customer satisfaction.
- Accurately record and timestamp customer interactions for reference and follow ups.
- Guide and mentor junior team members to improve customer service quality.
- Engage in training and feedback sessions to enhance service operations and troubleshooting skills.
- Tools and Technology: BT Net, Resolve, DigiCare Chat, MS Excel, MS Powerpoint, MS Word, Webmail, Lync
Education
Bachelor's Degree - Electronics and Communication Engineering
Anna University
Chennai, IndiaSkills
- Critical thinking
- Multitasking and organization
- Problem-solving
- Client communication
- Data management
- Compliance adherence
- Cross-functional teamwork
- Customer service
Timeline
Retirement Service Processor
Randstad USA
05.2025 - Current
Payment Services Representative
SWBC
08.2023 - 06.2024
Healthcare Transactions Analyst
Athenahealth
03.2014 - 12.2016
Technical Support Engineer
HCL Technologies
12.2010 - 11.2013
Bachelor's Degree - Electronics and Communication Engineering
Anna University