Hemantika

HEMANTIKA Mobile: - / E-Mail:- Seeking challenging assignments in Client servicing with an organization of repute PROFESSIONAL SYNOPSIS A result oriented professional with 7+ years of experience in Operations & Process Management, Client Servicing and Team Management. Resourceful at maintaining relationships with clients to achieve a quality product and service norms by resolving their service related critical issues. Possess excellent interpersonal, communication and organizational skills with proven abilities in training & development, customer relationship management and planning. CORE COMPETENCIES Operations Management Consulting with the clients, health & welfare plans, and internal partners for reporting practices, solutions, scope, and results. Monitoring the processes, identifying improvement areas and implementing adequate measures to maximize client satisfaction level. Facilitating health plan interpretation and application of eligibility and premium data, including client specific data provisions, group account number structures, definition of report fields, media transmission, carrier processors, etc. Quality Compliance Ensuring a high-quality client experience while adhering to the SLA’s and work processes. Supporting process for improving strategy & methodology; ensuring maximum operational efficiency. Client Servicing Managing service operations for rendering and achieving quality services; providing first line client support by resolving queries & their issues, ensuring adherence to TAT. Evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher client satisfaction. Team Management Training and monitoring performance of the processing analysts for maintaining excellence in the service operations. Determining training needs of processing analysts and conducting need based training programs to enhance their operational efficiency leading to increased productivity. CAREER CONTOUR THE VAN AND MAN Joined as a Communication Specialist- Chatter, WFM, Nov’16- December’18 Taking details from the customer on the job and provide them a reasonable quote. Need to stay in touch with the customer all the way till his job gets fulfilled. Need to inform the vendor (mover) assigned for the job regarding the job details, and agree on our commission and his availability for the job. Need to bridge the customer and the vendor before the job date. AON HEWITT INDIA PVT. LTD., NOIDAAug’05-Jan’12 Joined as Team Member and rose to the position of Benefit Operation Administrator (BOA) Key Deliverable: U.S Process (24x7) FM Executes participant issue resolution and ensures proper documentation and follow-up takes place Executes manual processing in mainframe with proper documentation and follow-up Manages inbound/outbound data quality checks Executes year-end (Annual Enrolment) processing via mainframe queries Identifies potential production defects and submits via defect submission process Provides day to day client and third-party administrator contact for participant processing Collaborating with key internal HRO partners including Business Operations Manager (BOM), Benefits Service Manager (BSM), HPRT, Premium Payments. Coaching new processing analysts and BOAs. Sharing new findings / updates with the team. Executes Issue/Query/discrepancy Resolution and ensures proper documentation and follow-up takes place. Effectively prepared Standard Operating Procedures for the new innovative ideas for display and signage. Identifies process improvement opportunities Highlights: Received Xtra-Miler Award, Process Champion, Champion award and several On Spot Awards for excellent performance including 100% Accuracy and good performance. SCHOLASTICS M.com (accounting & finance) from Annamalai University in 2008. B.Com. (H) from Moti Lal Nehru College, Delhi University in 2004. Additional/Technical Expertise: Operating Systems: Windows  XP Application Software: MS Word, MS Excel, Mainframe (TSO,MVS, ISPF, IOF, EJES, JCL,SAS) PowerPoint, GUI), Emailing PERSONAL DOSSIER Date of Birth :08th August 1983 Language:Hindi & English    Address:C 26 Ground floor Shakti Nagar Extension nr bharat nagar kali mata mandir New Delhi 110052. Martial Status    :         Married