Priti Bhatia - Resume
SUMMARY
Versatile professional with 8+ years of experience with the ability to communicate effectively and professionally with internal and external clients with a strong business acumen and understanding of technologies.
Achievements, skills and abilities:
• Solid academic background with a GPA of 3.88.
• Strong interpersonal, verbal and written communication skills.
• Performance driven and a motivated team-player.
• Strong attention to details and analytical skills.
• Excellent group environment performance.
• Quick learner of new technologies.
• Proficient with MS Office Suite.
• Knowledge of Waterfall and Agile SDLC’s.
• Understanding modern digital enterprises and the role of Information Systems to strategically compete and succeed in the competitive global marketplace.
• Knowledge of applying the Artificial Intelligence techniques.
• Knowledge of object orientation and component-based design approaches.
• Understanding of analyzing business information systems in the digital age.
• Exposure to web technologies - HTML, XML, REST & SQL.
• Exposure to used cases.
• Understanding of Project Management concepts related to cost, schedule, risk, issue and status tracking and monitoring.
Educational and Professional Qualifications:
• Masters of Science, Information Systems Engineering and Management at Harrisburg University, Pennsylvania, USA. May 2018. Expected graduation - April 2020.
• Post Graduate Diploma in Human Resource Development Management from IMT (Ghaziabad) via distance learning.
• B.A(Hons.) from University of Delhi (India) in 2003.
• 10+2 from St. Xavier’s School, Delhi in 1999.
•
Professional Experience:
Eligibility Specialist – Family Support Division June 2016 – Sept 2017
State of Missouri – Department of Social Services
Jefferson City, Missouri, USA
• Assessed eligibility of customers applying for benefits with state like Medicaid, SNAP, TANF, Child Care.
• Provided customer support by interacting and communicating with Family Support Division customers in response to general inquiries and case specific questions regarding their case and/or benefits.
• Gathered requirements from the client and then processed several different types of cases.
• Referred to HIPAA laws and regulations while assessing eligibility.
• Entered information into eligibility systems with time sensitive legal deadlines.
• Investigated, researched and reviewed cases and handled inquiries from third parties.
• Processed changes reported.
• Ensured proper documentation of case records pursuant to Departmental policy.
• Handled customer concerns in a courteous and professional manner and communicate with field management regarding customer service concerns and assist field staff in the development of conflict resolution regarding these concerns.
• Implemented the use of scripts when assisting a caller.
• Interpreted and explained rules, regulations, policies and procedures concerning Family Support Division activities, programs and benefits to recipients, clients, social service providers, community organizations and public officials.
Front Desk Officer/Representative Sept 2010 - Aug 2013
Chamunda Swami Ji’s Center, New York, USA
• Contributed to administrative support tasks, such as proofreading, transcribing handwritten information.
• Handled pay records, invoices, balance sheets, or other documents
• Greet clients, guests and employees along with handling their inquiries in a courteous way.
• Answered multiple phone lines, direct calls; manage, and maintain office voicemail.
• Received and mail out packages and deliveries.
• Handled input of guests into the building security system and managed conference and meeting room bookings internally.
• Scheduled space and equipment for special programs and prepare lists of participants.
• Took orders for merchandise or materials and sent them to the proper departments to be filled.
• Reported messages and calls in a timely and accurate manner and received visitors and directed them wherever required.
• Performed bookkeeping and accounting work such as bank transactions, accounts report and insurance.
Dispute Associate for American Express Nov 2007 - Sept 2009
Fidelity Information Services (FIS), Gurgaon, India
• Handled disputes/queries for American Express Credit Card customers.
• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Promoted as the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Contact with the client on regular basis vie email or memos to understand the updated requirements.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% score in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially rewarded for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
• Worked in teams and in a self-directed environment.
Collection’s Executive for a UK client May 2006- Oct 2007
Global Vantage, Gurgaon, India
• Coordinated with UK customers for their unpaid claims.
• Ensured follow up by e-mail and phone to insurance carriers or customers on felonious payments.
• Investigated customer’s accounts and documents methodically.
• Entered all information about collection action of account into billing system and resolve inconsistencies and prepare adjustments.
• Answered customer inquiries about account status and verifying payment information adjustments to manager.
• Received incoming telephone calls and helped customers regarding their delinquent accounts for all lines of insurance.
Customer Phone Banking Representative Feb 2005-March 2006
HDFC Bank Ltd, Delhi, India
• Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.
• Accessed electronic and paper cataloging systems to look up product information and availability.
• Strive for quick complaint resolution; recommended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.
• Illustrated a talent for communicating effectively with irate customers from diverse backgrounds.
• Ensured customer satisfaction throughout the call.
• Contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service.
• Recommended solutions within customer budgets and proactively followed up with all leads.
SUMMARY
Versatile professional with 8+ years of experience with the ability to communicate effectively and professionally with internal and external clients with a strong business acumen and understanding of technologies.
Achievements, skills and abilities:
• Solid academic background with a GPA of 3.88.
• Strong interpersonal, verbal and written communication skills.
• Performance driven and a motivated team-player.
• Strong attention to details and analytical skills.
• Excellent group environment performance.
• Quick learner of new technologies.
• Proficient with MS Office Suite.
• Knowledge of Waterfall and Agile SDLC’s.
• Understanding modern digital enterprises and the role of Information Systems to strategically compete and succeed in the competitive global marketplace.
• Knowledge of applying the Artificial Intelligence techniques.
• Knowledge of object orientation and component-based design approaches.
• Understanding of analyzing business information systems in the digital age.
• Exposure to web technologies - HTML, XML, REST & SQL.
• Exposure to used cases.
• Understanding of Project Management concepts related to cost, schedule, risk, issue and status tracking and monitoring.
Educational and Professional Qualifications:
• Masters of Science, Information Systems Engineering and Management at Harrisburg University, Pennsylvania, USA. May 2018. Expected graduation - April 2020.
• Post Graduate Diploma in Human Resource Development Management from IMT (Ghaziabad) via distance learning.
• B.A(Hons.) from University of Delhi (India) in 2003.
• 10+2 from St. Xavier’s School, Delhi in 1999.
•
Professional Experience:
Eligibility Specialist – Family Support Division June 2016 – Sept 2017
State of Missouri – Department of Social Services
Jefferson City, Missouri, USA
• Assessed eligibility of customers applying for benefits with state like Medicaid, SNAP, TANF, Child Care.
• Provided customer support by interacting and communicating with Family Support Division customers in response to general inquiries and case specific questions regarding their case and/or benefits.
• Gathered requirements from the client and then processed several different types of cases.
• Referred to HIPAA laws and regulations while assessing eligibility.
• Entered information into eligibility systems with time sensitive legal deadlines.
• Investigated, researched and reviewed cases and handled inquiries from third parties.
• Processed changes reported.
• Ensured proper documentation of case records pursuant to Departmental policy.
• Handled customer concerns in a courteous and professional manner and communicate with field management regarding customer service concerns and assist field staff in the development of conflict resolution regarding these concerns.
• Implemented the use of scripts when assisting a caller.
• Interpreted and explained rules, regulations, policies and procedures concerning Family Support Division activities, programs and benefits to recipients, clients, social service providers, community organizations and public officials.
Front Desk Officer/Representative Sept 2010 - Aug 2013
Chamunda Swami Ji’s Center, New York, USA
• Contributed to administrative support tasks, such as proofreading, transcribing handwritten information.
• Handled pay records, invoices, balance sheets, or other documents
• Greet clients, guests and employees along with handling their inquiries in a courteous way.
• Answered multiple phone lines, direct calls; manage, and maintain office voicemail.
• Received and mail out packages and deliveries.
• Handled input of guests into the building security system and managed conference and meeting room bookings internally.
• Scheduled space and equipment for special programs and prepare lists of participants.
• Took orders for merchandise or materials and sent them to the proper departments to be filled.
• Reported messages and calls in a timely and accurate manner and received visitors and directed them wherever required.
• Performed bookkeeping and accounting work such as bank transactions, accounts report and insurance.
Dispute Associate for American Express Nov 2007 - Sept 2009
Fidelity Information Services (FIS), Gurgaon, India
• Handled disputes/queries for American Express Credit Card customers.
• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Promoted as the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Contact with the client on regular basis vie email or memos to understand the updated requirements.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% score in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially rewarded for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
• Worked in teams and in a self-directed environment.
Collection’s Executive for a UK client May 2006- Oct 2007
Global Vantage, Gurgaon, India
• Coordinated with UK customers for their unpaid claims.
• Ensured follow up by e-mail and phone to insurance carriers or customers on felonious payments.
• Investigated customer’s accounts and documents methodically.
• Entered all information about collection action of account into billing system and resolve inconsistencies and prepare adjustments.
• Answered customer inquiries about account status and verifying payment information adjustments to manager.
• Received incoming telephone calls and helped customers regarding their delinquent accounts for all lines of insurance.
Customer Phone Banking Representative Feb 2005-March 2006
HDFC Bank Ltd, Delhi, India
• Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.
• Accessed electronic and paper cataloging systems to look up product information and availability.
• Strive for quick complaint resolution; recommended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.
• Illustrated a talent for communicating effectively with irate customers from diverse backgrounds.
• Ensured customer satisfaction throughout the call.
• Contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service.
• Recommended solutions within customer budgets and proactively followed up with all leads.