Sp (Mark) Email & Phone Number

India

Remote Backoffice Billing Support to DSOs

Ahmedabad Area, India

Managing client relationships, team handling, business opportunities.Looking day in day out team operations.Responsible for new client boarding, process transitioning, team training

Ahmedabad Area, India

Good experience working with Medusind - healthy 8 years association with client & people management. Good exposure working with multiple dental clients.

♦Managing a team of 25 agents and ensuring timely completion of requests per SEC norms.♦Monitoring roster preparation, leave sanctioning, shift swaps & records for ensuring sufficient staffing.♦Preparing monthly revert report and performance appraisal for team members.♦Responsible for client deliverables such as productivity & quality reports, generating outage log & outage-resolution log, attendance report, workflow status, etc.♦Participating in conference calls with client on various issues (productivity, quality, login hours, overtime requirement, average handle time, etc.)♦Arranging for Team sessions for product knowledge & engaged with extra-curricular activities such as outing, sports, etc for motivating. ♦Have successfully worked with the same process for more than 4 years. Joined as Executive in Ahmedabad and have grown to Team Leader in this process.♦Was given the responsibility of a Team Lead within 6 months from the post of Quality Analyst.♦Awarded with Client Quarterly Award multiple times.

♦Effectively organized various reports like weekly and monthly tracking report for quality & productivity, progress reports, error analysis etc.♦Successfully allocated resources in multiple queues, so that every case can be completed without missing on SEC guidelines.♦Handled complicated cases like escalated requests for refunds processing.♦Monitored the quality of more than 30 reps on a daily basis and setting up quality parameters.♦Contributed to achieve the client SLA i.e. 98% in terms of quality.

♦Played a vital role in establishing the process after its migration from Ahmedabad and mentored floor support to the agents.♦Conducted sessions and trainings for new recruits.♦Took the training for Transfer, Shareholder DTC & ReOrg events.♦Received a title of SME. ♦Awarded with Certificate of Appreciation for successful establishment of process in iEnergizer, Noida.

♦Worked for a leading US based bank (Bank of New York Mellon Corporation) for all the events and financial transaction of BNYMellon.♦Processed transactions like Sell, Issue, Address Change, SSN Certification, DTC, ReOrg, Account Maintenance, Check Replacement, etc.♦Performed verification & auditing of the processed items for both transactions as well as correspondence.♦Provided investor services to shareholders.♦Effectively provided services to approximate 6000 US clients.♦Multi skilled individual in the process to have worked across all the events (GMAC, Transfer, Shareholder Relations, DTC & ReOrg).

Mca, Software Development

Activities and Societies: Sports (Cricket, Badminton, TableTennis, Volleyball), Bodybuilding

B.Sc, Mathematics

Activities and Societies: Sports (Cricket & Badminton)