Ravikant Prasad Email and Phone Number

• Successfully completion of KA in Client Location USA- Tennessee, Nashville (Change Health Care)• Liaised with Training team and successfully completed KT with 40 FTE’s after completion of Knowledge acquisition in Client Location.• Successfully streamlined the client application Access issues of entire process being a one point of contact.• Spreading Responsibility of managing end-to-end operation.• Streamlining the MIS process of the business • Supporting client in their… Show more • Successfully completion of KA in Client Location USA- Tennessee, Nashville (Change Health Care)• Liaised with Training team and successfully completed KT with 40 FTE’s after completion of Knowledge acquisition in Client Location.• Successfully streamlined the client application Access issues of entire process being a one point of contact.• Spreading Responsibility of managing end-to-end operation.• Streamlining the MIS process of the business • Supporting client in their Lean Project to reduce timeline of transaction and FTE Cost.• SL improvement from 50% January’19 to 88% in March’19.• Production improvement from 25% volume in Jan’19 to 90% in March’19.• Quality improvement from 70% in Jan’19 to 90% in March’19• Automation opportunity found in the process and initiated for the process to reduce timeline in production resulting in cost saving. Baseline is in process.• Support service delivery teams in process stabilization• Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports.Business Transition Experience-(Mexico- Guadalajara city, June16- October 2016):-• Transitioning efforts of 47, FTE’s successfully in Mexico, Wipro Site.• Training Batch of 47 employees and up training batches in different skills.• Liaised with facility management, technology, human resource in order to maintain higher standards of work environment for the new employees.• Work as Quality Lead for the new location and improve Quality from 78% to 95%• Managing Team leaders, SME’s and Quality Analyst to manage Operation SLA’s like AHT, Quality,C-SAT.• Training attrition of my batch in Mexico site was 6.85%. Show less

• Automation Initiative- Taken automation initiative to improve the timeline of specific transaction of the process.• Lean Attrition Project- To reduce and control the voluntary attrition I took initiative to make an action plan, which helped our business in reducing attrition from 50% in the month July’17 to 10% in December’17. The name of the project was “Its Your Voice”. CI Project closed successfully with Improvement and Cost Saving.• Employee Progression- In order to help… Show more • Automation Initiative- Taken automation initiative to improve the timeline of specific transaction of the process.• Lean Attrition Project- To reduce and control the voluntary attrition I took initiative to make an action plan, which helped our business in reducing attrition from 50% in the month July’17 to 10% in December’17. The name of the project was “Its Your Voice”. CI Project closed successfully with Improvement and Cost Saving.• Employee Progression- In order to help employees, grow within the organization I took initiative to prepare them for next level with the program called “ACE Class”. This helped 4 employees who got promoted as a Team Leader,2 employees got promoted as Quality Analyst and 1 employee got promoted as RMAC supervisor.• Best Trainer recognition with score of 97% in training feedback taken by operation manager in Mexico site.• Quality Improvement: - Initiated Quality Improvement Program for Kolkata site and showed the improvement from 94% in June’14 to 96% in October’14 in Internal Quality. External Quality showed the improvement from 98 % to 99% and Corporate DPMO showed the improvement from• Conducted Voluntary Training for Kolkata site to improve the product knowledge and AHT reduction.• Prepared a new Claims Training Module based on call types to reduce training time from 4 Weeks to 3 Weeks.• Conducted Vitality for Misquote reduction and reduced Misquote by 70%• Conducted Vitality to reduce Client Escalation and reduced by 60%.• Team building activities for team engagement, which helps to control attrition.• Client Interaction to find the opportunities of process improvement.• Conducting annual performance reviews for team members • Setting priorities for the team to ensure task completion and performance goals are met, such as Customer Satisfaction Survey, Quality, Adherence, Service Level and AHT Show less

• Quality audits.• Reporting audit scores to internal and external business partners.• Product updates and distribution to staff.• Attending conference call with clients.• Providing feedback to individuals on audits done.• Doing regular check back to see the employee is applying the feedback or not.• Conducting refresher training.• Outlier management.• Performing root cause analysis and finding a permanent solution.

• Handling calls of customers and helping them with their insurance related queries thereby striving for Customer Delight.• Assisting my co-agents with product knowledge related questions.• Able to resolve customer queries, complain with ease, and strive for customer delights.• Highly experienced in timely and accurate completion of customer inquiries.• Resolve customer complaints.• Research and suggest alternatives when required.