Managing large Global teams across multiple locations (India & Manila), 400+ certified medical codersResponsibilities include􀀀 Providing leadership , direction and oversight for internal operation and quality assurance for Medicare Risk Adjustment (HCC coding), HQPAF & Audit / Compliance (Attestations & CV), Prospective and Retrospective Chart Review, HEDIS (Star Ratings of Health Plan)􀀀 Build and oversee a global competency team accountable for best in class Service Delivery of End-to-End RCM cycle including Medical Coding (HCC, E&M and Radiology), Payment Posting, Charge Entry, and Data Mining & Overpayment Recovery Services.􀀀 Drive enterprise-wide (global) process productivity and effectiveness, in concert with Quality initiatives, through process simplification and the utilization of support tools and enablers 􀀀 Experience in leading and setting up the Medical Coding Practice (all certified coders - CPC/CCS). Responsible in setting up the practice and CoE with vast experience across Payer and Provider coding.􀀀 Work closely with Operational Excellence team in driving process re-engineering and transformation projects. Help in huge savings on the bottom line and improving the EBITA

Leading and Managing large teams of 200+ analyst across various domains related to end-to-end Field Operations/Order Management, Reporting & Analytics, HR Back-Office and Procurement Back-end Support. Experience across e-mail, chat, voice & content management processes. 􀀀 Responsible for Service Delivery of the BSS Operations (Formerly called the BPO division). 􀀀 150 FTE process supporting various delivery units namely in the area of Field Operations/Order Management, Reporting & Analytics, HR and Procurement back-office Support. 􀀀 Process Re-engineered and front ended the transition and set up the L1 HR Contact Center helpdesk for Unisys 􀀀 Front ended in setting up the Reporting & Analytics COE. Started off with a2 FTEs process and now ramped up to 42 FTEs. The team supports basic SLA reports to creating Scorecards /Dashboards for the EC members. They also work & maintain various Cost / Pricing Models too. The reports range from basic SLA reports to Executive Committee Dashboards. 􀀀 Completed a “Green Belt Six Sigma Lean Project” to reduce the number of clarifications between Field and the back-office team. Adopted the DMAIC approach. 􀀀 Lead & Transitioned the HR BackOffice works from Hewitt, Mumbai to Unisys, Hyderabad resulting in 17 FTEs to be in-sourced using Project Management concepts. Was instrumental in hiring, preparing & executing the project plans. The account was and is “Green” since go-live.

24/7 Customer is India’s First COPC Certified Company, a premium company handling call centre operations for different clients across various domains. I was involved in a voice and non-voice based process supporting banking & retail customers based out of the US. I started off my career as an Agent, moved up to a Quality Analyst, later on promoted to CMS. After a brief stint as a CMS, I was again promoted to a TL and finally promoted to a Managerial level􀀀 Heading both voice and non-voice processes(chat and e-mails) for a major US retail client with 350+ FTEs􀀀 Forecasting call arrival patterns (using poison’s ratio), IEX, Call Monitoring System (Avaya), organizing staffing, including shift patterns, shrinkage and number of staff required to meet the demand􀀀 Responsible for the accountability of the process in meeting clients SLAs’. Channelize, Strategize & initiate to improve Y-o-Y efficiency by 10% and pass on the savings to the business.􀀀 Extensive experience in Operational Excellence, Service Delivery areas. Driving FCR (First Call Resolution) and raising the performance level of the operations􀀀 Profitability of existing programs including revenue, margins, billing, seat utilization and program turnover. Constant drive to decrease the bottom line and increase the top line.􀀀 Responsible for people management and engaging them into their roles, grooming them for future growth into other roles within the organization. 

National Aerospace Laboratories a premier institute in Research and Analysis of Aircrafts. The institute is responsible for development and improving the performance of the Aircrafts• Was engaged as Graduate Trainee Engineer. To ensure the daily reports and analysis done on a regular basis. • During these days, exposed to various application software such as HYPER MESH, FEMAP, FTP and teleconnect.• Responsible for completing the analysis part of the torque tube and defining its dynamic behavior. The torque tube is the connecting tube for the horizontal plates at the tail of the aircraft.