Work experience

• Process Associate (Utilities)

  WIPRO

  2024.06-2025.09

  (a year)

  • Handle an average of 25 calls and 10 chat/email interactions daily for a utility (electricityand gas) process, ensuring timely and accurate issue resolution. • Assist customers with sign-ups, providing best offers, bill generation using various internal tools including explaining billing details, payment processing, and initiating refunds for accounts in credit. • Use Salesforce CRM and internal knowledge articles to resolve issues, document cases, and maintain a complete customer interaction history. • Prioritize First Call Resolution (FCR), ensuring most issues are resolved on the first interaction to boost customer satisfaction and reduce repeat contacts. • Consistently met performance metrics of AHT less than 480 seconds, ACW of less than 90 seconds, Hold Time of less than 150 seconds and NPS of more than 40. • Escalate complex or unresolved issues to higher management promptly, ensuring that SLA and customer expectations are maintained. • Proactively follow up on pending cases, coordinating with different teams to ensure quick resolution and keep customers informed about progress.
• Process Associate (US Healthcare)

  PBAMCS

  2023.04-2024.05

  (a year)

  • Handled prior authorizations for diagnostic, radiology and medical services by verifying insurance coverage and submitting authorization requests via multiple healthcare portals such as Availity, RadMD, UHC, and Evicore. • Scheduled patient appointments in AdvanceMD with physicians and coordinated with clinics to ensure required authorizations were approved and delivered in advance. • Communicated with patients to verify active insurance details and obtain missing information to expedite the authorization process. • Atached approved authorizations to appointments and dispatched them to doctor offices via fax and email, ensuring timely updates. • Provided peer support by guiding teammates on portal navigation and troubleshooting issues related to authorization delays. • Trained new hires on end-to-end prior authorization workflows and assigned daily tasks based on process priorities. • Participated in client meetings to discuss process improvements, set weekly goals, and reduce authorization turnaround time by securing approvals at least a week in advance. • Ensured compliance with HIPAA standards and maintained high levels of accuracy, productivity, and customer satisfaction. • Awarded Best Performer of the Month – June 2024 for outstanding performance, timely authorizations, and team collaboration.
• Process Associate

  Sun knowledge

  2022.01-2023.04

  (a year)

  • Verified patient’s active insurance using Brightree software and online portals such as Availity, UHC, Medicaid, and Cigna. • Conducted outbound calls to patients and insurance companies to confirm insurance eligibility and benefits. • Reviewed doctor’s prescriptions (RX) to determine the required DME (Durable MedicalEquipment) and verified coverage under the patient’s insurance plan. • Identified if equipment costs were fully covered, partially covered (copay/coinsurance), or out-of-pocket for patients. • Ensured accuracy by verifying demographic details, policy numbers, and insurance plan types. • Documented all verified information, actions taken, and patient communication in detailed notes for further processing. • Conducted quality checks on teammates orders to maintain process standards and compliance. • Provided training and support to new team members to improve team performance and accuracy. Educational qualification:

Educational experience

• Calcuta University

  Bachelor of Arts (BA)

  2021.10-2025.06

  (4 years)

  Bachelor of Arts
• India China Academy

  HSK 2

  2025.01-2025.01

  Passed HSK 2 with 70%
• Ramakrishna Mission Institute of culture

  Chinese language

  2021.01-2024.12

  (4 years)

  Dipolma
• Navjot senior secondary school

  Senior Secondary

  2020.01-2021.02

  (a year)

  Passed Higher secondary
• National Institute of Open Schooling, KOLKATA

  Arts

  2018.01-2018.12

  (a year)

  Passed senior secondary

Languages