Krithika R

Senior Associate/ Analyst – Operations

InteleANTS Virtual Workforce

Sep 2024 - Jan 2025 (5 months)

• Managed a variety of customer interactions across multiple channels including Tasks, Ticket resolution, Chats, Inbound calls and Outbound calls. • Addressing customer inquiries and troubleshooting issues, and ensuring prompt and effective solutions to enhance customer satisfaction. • Excelled at multitasking, maintaining a professional demeanor, and meeting performance metrics while adhering to company policies and delivering a seamless customer experience. • Proficient in managing internal ticketing system, customer portals, back-office databases, and coordinating with vendors and carriers to ensure smooth operations and issue resolution. • Adept at troubleshooting, providing detailed solutions, and optimizing customer experiences.

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Program Specialist – Operations

Wissen Infotech Payroll (Fortrea Development India

Oct 2023 - Feb 2024 (5 months)

• Quickly and Efficiently making Outbound calls and faxes, and to respond incoming calls, identify best to assist. • Document calls in appropriate tool (SIEBEL), tracking system and escalate calls per established procedure. • Conduct Insurance Verification to understand if patient's prescribed therapy is eligible for coverage. • Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications. • Process patient applications of various complexities, and follow the programs specifications to determine their eligibility. Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary. • Liaise with

Senior Process Executive – Operations

Cognizant Technology Solutions

Jun 2020 - Dec 2021 (1 year 7 months)

• Make and Answer calls to and from customers/end users based on agreed time frames. • Transfer calls involving the next level of service to the appropriate department as per the given guidelines. • Efficiently process a predefined number of transactions as assigned with the highest level of accuracy as agreed upon by the client. • Provide the highest level of customer satisfaction. • Strive to understand and resolve issues/queries at the first instant. • Maintain the business controls as per the requirement. • Articulate/ communicate in a manner which is understood by clients/end users. • Connect & provide the highest level of satisfaction to the customer. • Generate client-specified reports relating to operations. • Respond to d

Platform Executive

Accenture Solutions Pvt Ltd

Jun 2018 - Dec 2019 (1 year 7 months)

• Review, classify and/or remove content according to client guidelines, using specific tools and channels • Understand and remain updated on changing client policies and guidelines. • Investigate, resolve, and relay complex content issues to the broader Trust and Safety team. • Serve as an advocate for the user community. • Participate in process improvement initiatives that improve quality and efficiency of work. • Participate in continuous training programs and workgroup discussions for optimal development in the role. • Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe. • Tool Used - SRT

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Process Associate

GroupOn Shared Services

Sep 2016 - Apr 2018 (1 year 8 months)

• Respond promptly and effectively to email and chat inquiries from our current and prospective subscribers, ranging from straightforward usage queries to unique situations related to specific offers. • Manage incoming customer communications including email, chat, and calls, providing professional and courteous assistance. • Resolve customer concerns and issues in a timely and consistent manner, striving for optimal solutions. • Efficiently manage your time and productivity to meet daily individual and team ticket targets, contributing to a smooth customer service operation. • Stay well-versed in the internal ticketing system, customer portals, back-office databases, Groupon redemption procedures, and nuances of various merchant featu

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Krithika R

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Behavioral traits