Gitanjali Agarwal Email & Phone Number

Toronto, Ontario, Canada

Ensuring that clinic request tickets are reviewed and managed appropriately and efficiently for the clinics.Ensuring that all new code requests flow through all clinic databases to maintain harmonization.Ensuring that we are tracking ticketed requests and watching for themes of concern we may want to address on a larger scale.Upholding professional cadence with the team members making ticketed requests and communicating any and all changes or movement in the databases with them.Working collaboratively with the HCAT Advisor who converted said clinic to get context on certain requests or abnormalities. Working collaboratively with the Pricing Advisors to ascertain or approve pricing approach if a request requires pricing-related changes.Maintaining a broad but in-depth knowledge of catalogue-related features in VetUp to ensure you are comfortable with any catalogue change-requests that may arise.Maintaining a broad but in-depth knowledge of our Harmonized Catalogue Structure (HCS) to ensure you are comfortable with any catalogue change-requests that may arise.Maintaining a broad understanding of the Zendesk platform including how to use macros, how to reassign tickets etc.Ensuring any changes to the Zendesk process or setup for HCAT is communicated to our helpdesk team and executed.

Remote

.Completed and Maintained the SLA Reporting for BC, AB, ON since the beginning of TELUS Health focusing Camunda, Admin Portal (confidential reports – patient records), Google Suite and advance excel functions to assess the activity level of TELUS Health My Care.•Filled in escalation reports for 1.5 yrs for clients in British Columbia (BC), Ontario (ON) and Alberta (AB) using Okta, Zendesk, CHR and Google Suite to act on the tickets in a timely manner.•Populated Ring Central (RC) Level by creating and running Macros in excel sheets; assessing productivity level of all employees.•Completed Deputy reporting by collecting data from Deputy’s reports after editing in excel sheets using advance excel functions, split text to column, and filtering master data to record employee’s attendance for 100+ employees (only AB).•Maintaining the data in monthly agent summary, personal break report and disposition reports.•Connected with the team manager, senior business analyst and associates on Slack & Google meet to guarantee the reporting is completed up to par.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Salesforce

Toronto, Canada Area

• Providing Customer Services and understanding the needs of the Clients. • Handling incoming calls from NRI’s residing in U.S and Canada, listening to their queries. • Responding to customers in a consultative manner regarding the services provided by the company, cost, delivery and reliability of the same. • Raising the service request ticket number and follow up of the case with Indian support team. • Responsible for coordinating with all the departments of the company to ensure that services provided to the customer in timely manner. • Ensure smooth functioning of the process and compliance to procedures / policy guidelines.

Noida Area, India

POINT is a fully integrated online, real time, property and casualty Insurance system that runs on IBM AS/400, a Web-server and is coupled with a relational database. POINT-IN provides GUI to the user that in turn connects to POINT. Features include Policy administration, Billing and Collection and Claims. CSC developed an XML-enabled system that provides greater flexibility in design and provides tools that allow for customization of workflows. POINT offers the following modules:• Policy administration• All line rating• Claims• Billing and Collection• Payables• Reinsurance• Management Reporting, Document Automation and Office Automation.

Worked at Bajaj Allianz Life Insurance Co. Ltd, Agra for two months on financial underwriting in life insurance domain. Key Responsibilities were:• Maintaining books of accounts and validating Bank reconciliation statements.• Booking of daily expenses and recording daily banking transactions.• Operating of the company’s software OPUS-INDIGO for the issuance of the policies.• Studying the older aged applicant’s underwriting trends in the insurance industry.• Gained good amount of knowledge on insurance domain business processes.

Pgdm, Finance And Human Resource

Activities and Societies: • Headed the Xpressions club in Mosaic 2008 • Organizer & strategist of admission procedures for the new PGDM.

Bachelor’S Degree, Business/Commerce, General

General business principles, Accounting / Finance, Human resources, Statistics, Marketing, Economics, Audit, Communications, Statistics.