1. SANJAY SIINGH
address: 2T-402, AWHO, Greater Noida, U.P. – 201308
Mobile: +91 9953964786
To obtain challengingtasksand professional position thatwill allowme to gain experience in building/analyzing
diverseand challengingsolutions.I amambitious,self-assured and congenial individual with high standards of
A result oriented professional with around 10+ years of experience in the areas of Operations
Management, Cost Management, Process Management, Client Servicing, Team Management in the
Currently associated with Capgemini from the last 5 years 7 Months, previously named as iGate Global
solution and in the beginning before accusation Patni computer systems.
Proficient in managing Cost control, Process Operations, developing Procedures and Service Standards.
Resourceful at maintaining relationships with clients to achieve quality product and service norms by
resolving their service related critical issues.
Well versed with Process Flow of Operations.
Possess strong insight of Insurance.
Excellent interpersonal, communication &organizational skills with proven abilities in customer
relationship management and planning.
Currently handling Claims team. The customer is US based and the client is Highmark.
Managing customer service operations inclusive of implementing short / long term plans; managing
teams with focus on excelling business targets & service delivery metrics.
Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
Preparing MIS reports & other statements with a view to apprise management of Process operations and
assist in critical decision-making process.
Setting out quality standards for various operational areas, ensuring a high-quality customer
experience, while adhering to the SLAs and work processes.
Creating awareness for driving the process improvement strategy & methodology and ensuring
maximum operational efficiency.
2. Cost Management
Managing service operations in lieu with short / long term plans; managing operation with focus on
excelling business profit targets & service delivery metrics.
Documenting and analyzing the reports for productivity and preparing MIS reports with a view of
controlling the cost and improving the cost management and profitability of the process.
Managing service operations for rendering and achieving quality services; providing first line customer
Support by answering queries & resolving their issues, ensuring minimum TAT.
Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the
associates on improvements and achieving customer satisfaction matrices.
Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Mapping client’s requirements; assisting in developing, implementing and transitioning, customizing
Processes in line with the guidelines specified by the client.
Implementing Standard Operating Procedures, Manuals to facilitate smooth functioning of process,
ensuring conformance to Service Level Agreements.
Training & monitoring performance of the team members for maintaining excellence in the process
Creating and fostering a healthy environment which facilitates high performance of team members and
accomplishments of organizational goals.
3. Assistant Manager
Keeping a track of the employee’s database and maintaining the leave of the team depending on the
Volume trend vis-à-vis the team strength.
Responsible for appraisals and all other performance related activities of 45 employees reporting.
To suggest new business or growth within campaigns through the delivery of value added services to
Coordinating and managing a team of 45 members and motivating them to perform at highest energy
Working as an interface between the management and the team.
Monitoring the process as per quality parameters, ensuring maintenance of quality and exercising
Quality control over the functions of the team.
To continually evaluate the effectiveness of the Teams by measuring all aspects of team’s performance
through call monitoring, floor walk & calibration.
To maintain the attrition level to the minimum through maintaining high employee motivation level &
continuous employee development.
Ensuring that the revenue generating targets are achieved.
Leading and managing the team to ensure all campaign delivery targets are achieved and exceeded
within defined budgets.
Managing day to day relationship with clients.
Responsible for the delivery of resource and forecast hours, achieving both planned and unplanned
absence targets and keep attrition level at the minimum.
Managing all campaign adherence measures in order to maximize productivity.
Ensuring periodic updates on training and career development.
Managing and escalating poor performance and disciplinary issues.
Tracking and updating process CTQs and Standard Operating Procedures (SOPs).
Synchronizing with support functions for Payroll, HR, Facilities and Transport Issues.
Has put in excellent efforts in terms of perking up the revenues of the process in harmony with excellent
client satisfaction and employee satisfaction.
Awarded many a times – Retention Champ, Exceptional Performer on the organizational level.
Got Excellent rating in this appraisal.
Spoke of the Process for Engagement Activities.
Jan’07 – 15th
Senior Claim Specialist
Processingof Medical and Hospital claims in Facets was the primary responsibilities,however due to my exposure
to health carein IBM and good analytical skills on Excel , I was assisted to assistmy assistantmanagers in the terms
4. of inventory allocation and pendingtransitionsreview,and preparingeasy to understand cheat sheet’s. Also I
helped my peers and juniors in theterms of floor mentoring and conductingrefresher scissions.I was also asked to
provideinputs duringthe clientcalls dueto my good subjectknowledge.
Actively involved in training the team which involves imparting the processing knowledge and keeping a
track of the updates received from the customer based in US.
Conducting monthly assessment of the knowledge and understanding of the team and giving requisite
Training and Feedbacks to the ones found lacking in it. .
Negotiation and Feedback giving skills.
Effective Communication for Success.
Jan’05 – 25th
IBM Daksh, Gurgaon
Its a high end US based Health InsuranceClaimAdjudication Process for Fortune100 Insurancemajor of the US
Meeting Client Matrix in terms of production and quality.
Working on several process enhancement projects.
Handling Queries and providing training on the same.
Working as a ‘Second Look Processor’ for a special category of claims and handling the rework project.
Handled claims of Special Handling Level One.
Achieved Level 3(highestlevel) in claimprocessingby maintaining therequired production and quality targets
continuously for 10 months.
Rated as Best Performer in the category ‘Live Wire’for deliveringexceptional performance duringthe period
Rated as the ‘Super Talented Achiever’ duringthe period June 2008.
Appointed as EX ClaimExpert.
Feb’04 – 31st
5. Alpha Thought Technologies
Executive Admin Operation
It’s a US based Health Insurance Process Specialized in medical Billing,Codingand AR Followup (RCM)
Initially joined as a Claims Executiveand was primarily doingpayment postingand charge postingand later on
promoted to executive admin operation.
KRA includes payment and charge posting.
Downloadingall thefiles from FTP servers and runningthe scriptto load
The data into the system and sending back all the completed work to US
Running the shell scripts to load and manage the data into the systems
Automated lot of manual work trough scriptwritingto feed and run manually command in the system.
MCM (Masters in Computer Management Equivalentto MBA (Information technology)) From Dr. D Y Patil College
affiliated to Pune University.)
1999 : Bsc Gen Gp A form Delhi University.
Computer Skills :
Have good knowledge MIS includingMS –EXCEL AND ACCESS
Oracle,PL-SQL, Visual Basic 6.0 and UNIX Shell Scripting.
Hobbies and Achievements:
I have very diverseinterests which includes reading Books,Newspaper and Playingany games which keeps me fit
and involved in my weekends, I was also partof NCC Naval Academy and have done raftingand Scuba Diving.I
was a national level athleteand won many prizes for my school and college.
I am very friendly and full of energy; I have this great ability to energize people around me and enthusiastic about
things I do. Also I can learn things quickly and Withstand the heat and can handlestress with lotof confidence.
Class X : All India Senior Secondary Certificate Examination
Passing Year : 1992
Class XII : All India Senior Secondary Certificate Examination
6. Passing Year : 1994
Date of Birth : 26th
Passport : Acquired
Credentials : Will be produced on request
Declaration I hereby declare that the information above is true and to the best of my knowledge