Gnanaprakash Kumar Email & Phone Number

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

+ Managing the trainers directly and planning the training classes based on business requirement+ Maintaining an updated training content intact with current operations work culture+ Being a part of the hiring process to identify the right candidates+ Publishing training dashboard to all internal stake holders+ Sharing the training class performance to clients+ Identifying root causes for early attrition and share and implement action plans based on trend+ Conducting skill development training (domain specific) the employees every quarter+ Planning refresher training for existing employees based on identified parameters

Thiruvananthapuram Area, India

+ Governed the Learning management system to ensure the timely completion of e-learning courses by all the employees+ Improved the agents’ performance on the floor by conducting refresher training preceded by sharing the trainers’ utilization report to operations team to identify the key training opportunities+ Conducted weekly review with client on on-going and future training plans+ Managed to conduct training on the US healthcare basics and process to the employees on demand+ Worked in harmony with Operations and Quality Assurance team on planning the training classes based on process requirement

Chennai Area, India

+ Delegated to work along with the HR team on hiring new employees by conducting Face to face evaluation+ Trained the new hires by providing• Process specific training with practical experience and live scenarios• The US Healthcare knowledge including denial management and RCM basics• Call etiquette including customer handling skills and the US Culture+ Refined the trainees’ Call handling skills by conducting mock calls & shared the improvised scores to Operations and Quality Assurance team+ Enhanced the training methods by following up the trainees’ performance on the floor+ Conducted refresher training for tenured agents based on Productivity or Quality, to show better improvement in their performance

Mysuru Area, India

+Performing WTD / MTD / QTD / YTD business insights sharing and improvement trends +Driving regular Stakeholder Cadence Business meetings and insights +Preparing Quality Trend Reports +Work Closely with the operations team to drive process improvement and Efficiency +Periodic Value gap identification analysis which is impacting performance and Fix +Driving Change management +Initiate Transactional monitoring, Root Cause Analysis and Process Mapping +Gives constructive feedback to associates and derive action plan +Understands process/function goals and help the team to achieve them +Completing Call Monitoring and Feedbacks as per SLA or Internally defined +Conducting Calibration Sessions and initiating Action Plans for reducing Variance

Chennai Area, India

+ Worked on unpaid/unresolved claims and followed up with insurance to get the payment+ Analyzed the claim and took appropriate action based on the client’s instructions+ Identified the pay or trend and addressed numerous claimswith the same scenario by taking on a single action+ Probed questions to the insurance to find out the root cause for the denials

Master Of Business Administration - Mba, Human Resources Management/Personnel Administration, General

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Hsc, Computer Science

High School, General Studies