Transitional Care Management, Chronic Care Management, Remote Patient Monitoring, Robotic Process Automation, EMR, Rounding App

- Trained and prepared over 110 teachers for MOS certification.- Managed nationwide Certiport Exam programme for the entire group.- Oversaw training of over 10K students who were eligible for Exams.- Report day to day exams to top tier management.

- Perform business analysis/requirements - Document the business needs and requirements for the development team- Propose business process improvements where required- Collaborate directly with the development team to translate the clients' requirements.- Providing technical support to Universities (CPS, UCP, CUST and MAJU). - Highlight system bugs and propose solutions to neutralise them.- Perform UATs of the system before the final deployment- Provide information… Show more - Perform business analysis/requirements - Document the business needs and requirements for the development team- Propose business process improvements where required- Collaborate directly with the development team to translate the clients' requirements.- Providing technical support to Universities (CPS, UCP, CUST and MAJU). - Highlight system bugs and propose solutions to neutralise them.- Perform UATs of the system before the final deployment- Provide information regarding new updates/changes in the application and create a walkthrough for end-users understanding- Part of unification of software applications used across all 3 universities Show less

Microsoft 365 Specialist- Successfully deployed Office 365, in the progress of migrating the entire organisation and already onboarded 800K+ users.- Migrated over 70K users from Google Suite to Office 365 including emails and data where required.- Understand the key components of Microsoft 365- Experience in using and administering SharePoint- Experience in using and administering Microsoft Teams- Experience in creating and running scripts such as PowerShell-… Show more Microsoft 365 Specialist- Successfully deployed Office 365, in the progress of migrating the entire organisation and already onboarded 800K+ users.- Migrated over 70K users from Google Suite to Office 365 including emails and data where required.- Understand the key components of Microsoft 365- Experience in using and administering SharePoint- Experience in using and administering Microsoft Teams- Experience in creating and running scripts such as PowerShell- Experience in managing the tenant through Azure AD- Configured Enterprise Applications through AD FS Show less

System Analysis & Enhancement- Core duty is to improve existing Campus Management System interfaces and business process flow- To provide easy to use interfaces with maximum functionality- Highlight system bugs and glitches and coordinate with the vendor to fix them- Brain benched internal audit system to assure actual student’s countTraining- To train existing cities about new interfaces and reports how to and where to use them- To train new cities about the new… Show more System Analysis & Enhancement- Core duty is to improve existing Campus Management System interfaces and business process flow- To provide easy to use interfaces with maximum functionality- Highlight system bugs and glitches and coordinate with the vendor to fix them- Brain benched internal audit system to assure actual student’s countTraining- To train existing cities about new interfaces and reports how to and where to use them- To train new cities about the new Campus Management System and helped them shifting from old CMS to the new one- Timely update interface usage handling to facilitates users across the campusesTechnical Writer / Documentation- Authored first-ever CMS manual with complete workflows are shared from admission to transport, from events to SMS broadcast that is still in use today- Successfully delivered first-ever CMS Reports manual- Developed training curriculum and agendas for annual user group meetings. Incorporated internal customers feedback to improve the quality of the product. Show less

Analysis & Reporting- Analyze data to extract meaningful & useful information to manage overall contact center environments- Analyze customer calling trend over the helpline to highlight the core issue- Analyze Frequent Callers for the reason of frequent callingsTesting & Deployment- Performed comprehensive User Acceptance Testing (UAT) of all new Value Added Services, offers, and products before commercial launch- Deployed 3111 IVR (Prepaid) and 111 IVR (Prepaid and… Show more Analysis & Reporting- Analyze data to extract meaningful & useful information to manage overall contact center environments- Analyze customer calling trend over the helpline to highlight the core issue- Analyze Frequent Callers for the reason of frequent callingsTesting & Deployment- Performed comprehensive User Acceptance Testing (UAT) of all new Value Added Services, offers, and products before commercial launch- Deployed 3111 IVR (Prepaid) and 111 IVR (Prepaid and Postpaid) designed, tested, and implementedProcesses Development- Developed & re-engineered over 20 business processes for resource efficiency for contact center & back end teams - Revamped BVS process handling over the helpline to ensure - To ensure timely change in existing processes for resource efficiency needs as and when required for constant improvement & maximum customer satisfaction- Designed several standard test cases for mobile and web apps- Enhanced processes of CRM (Customer Retention Management), Network Complaint Unit (NCU), Communication Unit (CU), Investigation and Research Unit (IRU), and Subscriber Management Team (SMT) different departments after Closed Feedback Loop (CFL) evaluationsProject Management- Successfully launched and deployed the Information Web portal (MOBICS) along with Standardization and Business Intelligence TeamsPerformance Measurement for Quality Assurance- Devised performance measurement reports for all helpline- Updated Recruitment SOPs for Selection of best candidates for Contact Center- Conducted Assessment for Recruitment Drive - Developed training strategy for 111 helpline for a better customer facilitation Show less

- Respond to different inquiries, providing quality service to customers and associates inquiring about the new services- Listen attentively to caller needs to ensure a positive customer experience- Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds-… Show more - Respond to different inquiries, providing quality service to customers and associates inquiring about the new services- Listen attentively to caller needs to ensure a positive customer experience- Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds- Worked as a member of recruiting team and conducted telephonic interviews and shortlisted the candidates from Oct 2013 to Mar 2015- Worked as CCR on 111 helpline for both postpaid and prepaid customers- 668 accounts creation and disowning of prepaid SIMs- New Sales Activation Show less