VIKAS A.
Senior Team Leader - Back Office Operations
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Vikas A. is a seasoned Team Leader with over 13 years of extensive experience in managing back-office operations across the insurance, healthcare, and telecom sectors. His proficiency spans team scheduling, operational issue resolution, stakeholder coordination, and compliance management. At Credence Resource Management Pvt. Ltd., he excelled in ensuring adherence to SLA and operational metrics, conducting performance reviews, and leading process improvement initiatives. His efforts led to enhanced productivity and operational efficiency through KPI tracking and reporting dashboards. Previously, at WNS Global Services Pvt. Ltd., Vikas was instrumental in supervising insurance claims processing and healthcare operations, focusing on accuracy and customer satisfaction. His ability to strategize and implement productivity improvement and incentive planning initiatives demonstrates his exceptional skills in dashboard & MIS reporting. Vikas's accomplishments include reducing escalation resolution delays by 25% and improving operational accuracy by 30%, underlining his commitment to operational excellence.
Experience
Team Leader
Credence Resource Management Pvt. Ltd. · 2024 — 2026Ensured compliance with client-defined SLA and operational metrics throughout daily operations. Conducted performance reviews, established clear KPIs, and implemented structured feedback processes to enhance productivity. Managed one-on-one meetings, appraisals, and performance evaluations for team members. Oversaw team scheduling, attendance tracking, and leave management, while also participating in the hiring process. Maintained compliance by performing regular audits and process checks. Created and presented MBR/WBR reports and dashboards to senior management, improving operational performance visibility and facilitating data-driven strategy adjustments. Collaborated with internal stakeholders to ensure effective workflow and timely achievement of operational objectives. Championed process improvement initiatives aimed at boosting productivity and operational efficiency. Developed initiatives for team engagement and incentives to enhance employee motivation and retention.Sr. Executive
Credence Resource Management Pvt. Ltd. · 2023 — 2024Administered daily productivity reporting while tracking team performance metrics. Maintained logs of operational issues and coordinated with the Operations, IT, and QA teams to ensure timely resolutions. Assisted in transition activities by analyzing customer baseline metrics and operational needs. Executed daily audits on processed data and generated reports detailing error patterns.Executive
Credence Resource Management Pvt. Ltd. · 2018 — 2023Engaged in data collation and segregation based on vendor criteria. Automated document preparation and ensured dispatch to consumers according to requirements. Provided daily reports to upper management.Senior Customer Service Analyst
WNS Global Services Pvt. Ltd. · 2015 — 2018Monitored the daily inflow of cases, effectively balancing workload distribution and maximizing case closures. Collaborated with team members to prioritize high-risk claims, ensuring prompt resolution while minimizing escalations. Managed complex customer cases from initiation to resolution, maintaining high levels of customer satisfaction. Served as a point of escalation for unresolved claims, facilitating clear communication and resolution strategies. Analyzed claim trends and identified customer issues to provide actionable insights to management. Produced reports highlighting error patterns, productivity metrics, and compliance gaps to facilitate data-driven decision-making. Partnered with cross-functional teams to propose process improvements based on claim analyses. Gained extensive experience in insurance claims processing and healthcare operations, emphasizing accuracy, compliance, and customer satisfaction.Customer Service Analyst
WNS Global Services Pvt. Ltd. · 2012 — 2015Evaluated and finalized claims based on patient information. Authorized medical necessity for requested claims. Converted requested patient services into medical codes. Submitted claims to insurers and processed payments or denials. Ensured prompt claim resolutions, which contributed to reducing backlog and improving turnaround times.
Skills & Expertise
Education
- Bachelor of ArtsKolhapur University · — — 2016
- H.S.CKolhapur University · — — 2004
- S.S.CKolhapur University · — — 2002
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