Suganthi Ramesh

Project 1: Volkswagen Financial Services Project 2: Vivobarefoot Customer Services

• Provided customer support via phone, email, and chat for financial service inquiries.
• Assisted customers with account-related issues, payments, and financing options.
• Maintained high customer satisfaction scores through efficient query resolution.
• Assisted customers with order processing, returns, and product-related queries.
• Handled escalations efficiently, ensuring positive customer experiences.
• Collaborated with internal teams to improve service processes.

• I served as an acting team leader for the entire team.
• Led a team of 20 members to achieve departmental goals and objectives.
• Developed and implemented strategies to improve team productivity.
• Conducted regular performance evaluations, provided constructive feedback, and identified opportunities for skill development.
• Collaborated with cross-functional teams to streamline processes and improve overall efficiency.
• Acted as a point of contact for team members, addressing their concerns and ensuring a positive work environment.
• Played a key role in talent acquisition, including interviewing and onboarding new team members.
• Managed project timelines and ensured that deliverables were completed on time and within budget.
• Regularly reported team progress and key performance indicators to upper management.
• Experience creating large reports using MS Excel Pivot Tables, Trends, MS Excel Data Queries, and/or MS Reporting Services
• Run and analyze ad-hoc reports to maintain a high standard of data integrity.
• Analyze the trend claim issues, perform proper root cause analysis, and determine the next steps for resolution and process improvement.
• Good knowledge of call centre operations.
• Experience creating policy/procedure documents for a technical group.
• Have maintained team members individual performance and published it every week.
• Have maintained all the necessary project SLA dashboards and shared them with supervisors daily.
• Performance feedback for the team members is tracked and shared with the team members through mail individually.
• One to One discussion is scheduled every month with the team members.
• Direct calls with onshore clients to provide project SLA, inventory, communication changes in processes and issue resolution.
• Assist the Team in analyzing and interpreting claims.
• Track and follow-up on all inventories which were pending internally with other departments.
• Research issues, compile feedback, draft corresponding business requirement documents and business decision documents as needed.
• Assist supervisor/ manager with projects and problem resolution when required.
• Recommend processes and updates to the current workflow.
• Provide assistance and support for training material on new updates and enhancements.
• Maintain the error logs for the Team to improve their quality.
• Giving updates to the Team every day on team huddles and improvements.
• Performed as an Internal Auditor for claims before external parties have audited them.

• Review and finalize entry-level claims.
• Ability to understand the logic of standard medical coding (i.e. CPT, ICD-10, HCPCS, etc.)
• Research HCFA1500 and UB04 claim edits to determine appropriate benefit application utilizing established criteria, and apply physician contract pricing as needed for entry-level claims.
• Responsible for adjudicating claims to maintain/comply with Service Level Agreements.
• Determine accurate payment criteria for clearing pending claims based on defined Policy and Procedures.
• Work high volume of repetitive claims.
• Identify claim(s) with inaccurate data or claims that require review by appropriate team members.
• Maintain productivity goals, quality standards and aging timeframes.

• Trained in both professional and facility claims.
• Working knowledge of client tools and applications.
• Monitor and measure the effectiveness of process improvements.
• Identify opportunities for process optimization and efficiency enhancement.