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