Joshua Akepogu David
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Assistant Manager
Sagility Healthcare
05.2022 - 01.2024
- Handling team of 60 members with 4 Team leads & 4 SME's.
- Client interaction on QCR & QBR file, Monthly touch points.
- Weekly interaction with Client relationship Manager on weekly performance.
- Preparing dashboard to present client and internal purpose.
- Planning for project FTE allocations on weekly & monthly basis
- Project closure planning to track ECD's
- Working with drive and determination to consistently exceed targets and leading by example to motivate for performance achievement
- Participating in survey like VOE, CSAT, ESAT and working on the feedback after the scores release and making action plan for the same
- Improved customer satisfaction and through considered coordination with colleagues, enhancing overall care and service.
- Handling employee scheduling to ensure adequate, cost-efficient shift staffing.
- Having regular One on One sessions with team members and helping them to plan for the next level.
- Initiated targeted strategies to achieve profit goals with the management team.
- Proactively solved complex operational problems, positively impacting the business direction.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Collaborated with line managers on department performance and KPIs.
- Creating facilities management procedures in line with wider business strategy.
- Been part of ISO audits for compliance standards for the project.
- Been part of the transition from HGS to Sagility as healthcare domain has sold to the new management.
Team Leader
Hinduja Global Solutions
12.2018 - 04.2022
- Managing team count of 20 members from production.
- Meeting the parameters of production, quality, and absenteeism for the team.
- AR calling projects making sure calls have been audited accurately and reaching quality metrics in the calling process.
- To analyze the claims worked by the production staff to identify both agent and process-level improvement opportunities.
- Providing training and feedback to the agents for process-level issues.
- Communicate process updates by conducting a session when required.
- Work closely with the quality resource/staff to ensure quality work.
- Maintaining an updated log and sharing it with the team regularly.
- Responsible for conducting calibration and performance reviews in terms of quality and with the operation team.
- Conduct refresher training based on the errors identified.
- Undertaking responsibility for removing unnecessary procedures in the process for efficient functioning.
- Responsible for reporting program-level quality scores to the Process Owners.
- Perform the payer denial findings on the claims for bulk resolution of claims and advising clients on the next steps.
- Actions to be taken for non-performance users.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Process Associate
Hinduja Global Solutions
09.2016 - 11.2018
- Working on the US Healthcare process.
- Clearing AR denials.
- Working on eligibility & BADD address Denials.
- Calling different insurance and taking claim status.
- Checking insurance websites for claim status & Eligibility.
- Sending appeals & mapping letters.
- Working on SOPs for Duplicate processes and additional information.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Project findings & Project closure.
- Reaching KPI for monthly & yearly.
Education
MBA - Project Management
Aberystwyth University
Wales, United Kingdom01.2025
Intermediate - Civics, Economics And Commerce
Wesley Junior College
Hyderabad, Telangana07.2015
Diploma - Multimedia
CMTES I Graphic Designing Web Design
Hyderabad, Telangana05.2013
Schooling -
Ram Nagar High School
Hyderabad, Telangana04.2012
Skills
- Microsoft Office suites (Word, PowerPoint, Outlook, Excel)
- Excel course certified from Learn and Excel
- Photoshop, Video editing, 3D modeling
- Team building
- Project Management
- Data analysis
- Design specifications
- Time management
- Communication skills
- Customer rapport
- Meeting facilitation
- Customer Relations
Accomplishments
• Awarded as Extra Miller for the
best quality performance in 2018.
• Awarded as best team lead in
2020 for reaching all the metrics
for client requirements.
• Maintained quality for the project
consistently for 1 year in reaching
all the metrics for the client
requirements out of 12 teams.
• Energetic and reliable Office
Languages
Telugu
Native language
English
Proficient
C2
Hindi
Advanced
C1
Telugu
Proficient
C2
Hobbies
· Listening to music
· Playing Instruments - Keyboard & Guitar
· Live sound Engineering in Church
· Photography
· Drawing
· Editing Still Images & Video Editing
· Reading books
Timeline
Assistant Manager
Sagility Healthcare
05.2022 - 01.2024
Team Leader
Hinduja Global Solutions
12.2018 - 04.2022
Process Associate
Hinduja Global Solutions
09.2016 - 11.2018
MBA - Project Management
Aberystwyth University
Intermediate - Civics, Economics And Commerce
Wesley Junior College
Diploma - Multimedia
CMTES I Graphic Designing Web Design
Schooling -
Ram Nagar High School
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