Virali M. Email & Phone Number

Fort Mill, South Carolina, United States

• Completed end-to-end review of incident tickets, ensuring that their resolution is efficient and effective.
• Demonstrated proficiency in data analysis during implementation of process and system improvements.
• Contributed to the automation of monthly metrics and KPIs report, which led to improved service quality.
• Coordinated risk-based controls and quarterly audit process changes to provide timely issue resolution.
• Supported internal audits by reviewing procedures and completing audit testing through close collaboration with cross-functional teams to reduce risk and delivery quality to the clients.

Charlotte, North Carolina, United States

• Leveraging technology skills to assist 30+ customers daily by answering questions, providing education, and helping them navigate their online 401(k), pension, and annual benefits enrollment websites.
• Processing transactions such as 401(k) enrollments, rollovers, distributions, loans, and withdrawals and modifying contributions and mutual fund and stock investment elections per customers’ instructions.

Charlotte, North Carolina, United States

• Led the Development, SQL, and QA teams to successfully deliver Events Website for Carolina Softech.
• Created and maintained Business Requirements Document and Functional Requirements Document.
• Developed and updated test documentation including test plan, test scenarios, and test cases.
• Performed functional testing and tracked software defects and bugs using Trello.
• Created a PowerPoint presentation to summarize the project.

Charlotte, North Carolina, United States

• Assisted more than 25 customers daily with Medicare Part D prescription drug plan queries, pricing discrepancies, premium billing issues, medication refill, prior authorization, and order management.
• Maintained a high level of professionalism and efficiency to improve customer satisfaction and loyalty.

Lexington, Kentucky Area

• Assisted more than 35 customers daily with ACA health plans applications and plan selection.
• Helped customers resolve technical issues or paperwork related to their previously submitted application.

Pune, Maharashtra, India

• Generated and analyzed daily, weekly, and monthly reports using tools and applications, like HP Open View, Citrix Hyperion, Citrix Assyst, Nortel Symposium, Crystal Reports, and LiveLink ECM software.
• Streamlined the processes to provide complete and accurate reports that meet the SLAs.
• Shared the reports with senior management and the Client’s Healthcare Project Management teams.

Dubai, UAE

• Served as the primary liaison between Payment and Cash Management Operations and Sales teams.
• Followed up daily with the head office team to provide updates and ensure adherence to requirements.
• Generated Citrix tokens for remote access of secure / proprietary customer data by regional managers.

Analyzed Information Security data using Excel and shared the information with the IT team in India.

Dubai, UAE

• Contacted over 100 customers daily that were 1-4 months behind on credit card or mortgage payments, spoke with an average of 50 customers daily, and negotiated recovery of funds from over 60% of them.
• Received the 2008 Excellence Award for exceptional work performance and commitment to teamwork.

Dubai, UAE

• Managed the project to develop a MySQL Customer Relationship Management (CRM) database.
• Facilitated transition from Oracle 9i to 10g by converting or re-designing electronics distribution forms.

International Mba In Information Technology, Information Technology

Bachelor Of Applied Computing, Information Technology

Advanced Diploma In Software Engineering