VIJAY RAJ
Chennai,India
Summary
Professional with 7+ years of experience in the Information Technology & Business Service Industry. Highly skilled Inbound Customer Service Agent dedicated to providing exceptional service and effectively addressing caller needs. Possesses excellent time management skills and deep understanding of customer service. Committed to maintaining and increasing customer satisfaction with every call. Recognizes the importance of upholding a brand's mission through actions and interactions with customers. Demonstrates ability to self-manage during independent projects while thriving in collaborative team environments.
Overview
7
7
years of professional experience
Work History
Senior Analyst
HCL Technologies
07.2023 - Current
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Identified patterns and trends in large data sets and provided actionable insights.
Analyst
HCL TECHNOLOGIES
01.2022 - 06.2023
- Developed and implemented data quality checks that reduced errors in reports by more than20%
- Analyzed consumer trends and behaviors to identify new customer segments and target markets
- Created a dashboard that visually represented key business metrics in real-time, allowing for quick and informed decision-making by management
- Handle customer query through calls and Shared mailbox
- Performing quality call audits and providing feedback to the team
- Prepare RCA (root cause analysis ) reports for the client escalations
- Consult with the management team to improve the team performance
- Prepare training modules and conduct training for the new resources
- Evaluating and certifying the new resources onto production
- Handle Team Roster for the24/7 to keep the process going without any misses
- Reduces Call Abandon rate as a team from40% to less than2% within2months
Supervisor
VA CONSTRUCTIONS
11.2019 - 12.2022
- Coordinate the procurement of materials and equipment needed for the project
- Estimate costs and prepare bids for projects
- Maintain records of construction activities, materials used and personnel assigned to the project
- Monitor the progress of the project and take corrective action as needed
- Resolve problems that arise during construction
- Negotiate contracts with contractors and suppliers
- Ensure that work is carried out in accordance with plans, specifications, codes and standards
- Ensure that personnel comply with safety regulations and use protective equipment
Customer Service Executive
HCL TECHNOLOGIES
02.2018 - 11.2019
- Reach out to United States’ Insurance Companies via phone, Mail & Fax for Inquiring, requesting & procuring Authorization for the Medical Equipment Supplied to the patient
- Reach Patients via phone & mail for educating them on Compliance for the proper usage of medical devices, to confirm on certain patient related information and to keep the patients informed about the denied Authorization from the Insurance Company
- Contact Physician via Phone, Mail & Fax for obtaining Medical Documents pertaining to the Equipment delivered for the billing Purposes
- Hands-on experience on Denial Management on the claims for DME business
- Review and resolve accounts by conducting account history research, Payment history, patient encounter chart & Remittance advice etc
- Conduct the business analysis based on resources & data available and work on the Medical Claims that are suspended & Pre-suspended for Authorization
- Review Denied Authorization and request for additional records and information required to process the same
- Update proper action code and document necessary Action taken in the tool
- Maintain Proper Spreadsheet of the Tasks done on the Authorization requested, Obtained and Denied and Other Suspended Claims & pre-suspended Related tasks requested by the management
Education
BSC - Information Security & Cyber Forensics
DR.MGR EDUCATIONAL AND RESEARCH INSTITUTE
05.2017
Skills
- Customer Engagement
- Adaptability
- Communication
- Team Leadership
- Strategic Planning
- Client relationship management
- Stakeholder communication
- Conflict resolution
- Performance improvement
- Schedule management
Languages
ENGLISH
TAMIL
HINDI
Timeline
Senior Analyst
HCL Technologies
07.2023 - Current
Analyst
HCL TECHNOLOGIES
01.2022 - 06.2023
Supervisor
VA CONSTRUCTIONS
11.2019 - 12.2022
Customer Service Executive
HCL TECHNOLOGIES
02.2018 - 11.2019
BSC - Information Security & Cyber Forensics
DR.MGR EDUCATIONAL AND RESEARCH INSTITUTE
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