Serve as the first point of contact for clients, responding to inquiries and resolving issues related to the healthcare application.Provide L1 support for Business users, collaborating with cross-functional teams to resolve queries efficiently, to improve document handling processes and reduce errors.Utilize ServiceNow to log, track, and manage user requests and incidents.Proactively communicate with users during system downtime, ensuring transparency and managing… Show more Serve as the first point of contact for clients, responding to inquiries and resolving issues related to the healthcare application.Provide L1 support for Business users, collaborating with cross-functional teams to resolve queries efficiently, to improve document handling processes and reduce errors.Utilize ServiceNow to log, track, and manage user requests and incidents.Proactively communicate with users during system downtime, ensuring transparency and managing expectations.Actively participate in monthly releases, testing new functionalities, and communicating updates to users.Maintain accurate documentation of support activities and incident resolutions.Assisted in onboarding new team members and provided training on company procedures and tools. Show less

Provided exceptional customer service to clients in the Banking, Financial Services, and Insurance (BFSI) sector.Addressed customer inquiries, resolved issues, and ensured a high level of client satisfaction within the given Turnaround Time and end to end resolutionsManaged and processed financial transactions accurately and in compliance with regulatory requirements. Maintaining Service Level Agreement (SLA) and TAT.Maintained up-to-date knowledge of BFSI products, services, and… Show more Provided exceptional customer service to clients in the Banking, Financial Services, and Insurance (BFSI) sector.Addressed customer inquiries, resolved issues, and ensured a high level of client satisfaction within the given Turnaround Time and end to end resolutionsManaged and processed financial transactions accurately and in compliance with regulatory requirements. Maintaining Service Level Agreement (SLA) and TAT.Maintained up-to-date knowledge of BFSI products, services, and industry regulations Show less

Managed the EMME process, which involved monitoring and generating letters using specialized applications.Uploaded translated documents into various servers, conducting quality checks for correctness.Ensured the accuracy and timeliness of letter generation, meeting compliance and quality standards.Conducted regular audits to identify process inefficiencies and implemented corrective actions to enhance productivity.Trained new team members on EMME processes and best… Show more Managed the EMME process, which involved monitoring and generating letters using specialized applications.Uploaded translated documents into various servers, conducting quality checks for correctness.Ensured the accuracy and timeliness of letter generation, meeting compliance and quality standards.Conducted regular audits to identify process inefficiencies and implemented corrective actions to enhance productivity.Trained new team members on EMME processes and best practices.Assisted in the development of templates and standard operating procedures for letter generation. Show less