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SAMRAT's CV

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SAMRAT BISWAS
KOLKATA ,INDIA- 700104
Mobile: +91-(concealed information)
Email: (concealed information)
A successful professional with 12 years experience in International BPO Operational Service Delivery Management with hands-on experience in Process Transition. Domains- US Healthcare-Payer & Provider network, Revenue Cycle Management-A/R & Denial, Claims review & analysis, Inside Sales, US Commercial Collections, Customer Support, Clinical Records Management.
PROFILE AT A GLANCE
➢ Results driven professional with expertise in leading large scale revenue and business growth initiatives within the business process outsourcing and customer contact management sector, having gained organizational skills with effective influencing, relationship building and stakeholder management skills
➢ ONSITE Process Transition & Client Management for 2 years (have a valid- US B1/B2 visa )
1. Daichi Sankyo (Pharma) Clinical records management, in Edison, New Jersey,
2. Humana Inc. (Insurance-Payer) Claims operations in Jacksonville, Florida
3. GE Capital Late Stage Collections- Cedar Rapids, Iowa.
4. GE Capital commercial collections in their HQ in Danbury, Connecticut.
➢ Customer Management-Client Calls-Lead Daily/Weekly /Monthly calls with onshore stakeholders. Develop and communicate weekly/monthly dashboards to key stakeholders.
➢ People Management-Monitor performance, coach and develop team members in order to maximize performance. Motivate staff to deliver customer service excellence. Managers aligned: one on ones.
➢ Managing Financials-Billing inputs and cost management for the portfolio with the Finance teams.
➢ Resource Management-Input levers like AHT/shrinkage, identify & implement process improvement projects with key stakeholders. Resolve escalated issues in a timely and effective manner.
CAREER EXPERIENCE
❖ OPERATIONS Head
MEDHA LABS –Kolkata(January 2012-March 2015) Responsible for the complete sales & delivery cycle of the education ERP solution, meeting and demonstrating the product to the key decision makers of various schools Skills-SALES,OPERATIONS MANAGEMENT
❖ Program Director (Revenue Cycle Management-US Healthcare)
Inventurus Knowledge Solutions –Mumbai (September 2010-August 2011) Driving business growth by effectively managing cash and revenue flow in Accounts Receivable for a Hospital with 700 Clinics in North America specializing in Physiotherapy Skills-MEDICAL BILLING,OPERATIONS MANAGEMENT,REVENUE CYCLE MANAGEMENT
❖ Sr. Manager KPO Operations (US Healthcare)
Syntel Inc. –Mumbai, Pune, USA (November 2007-September 2010) Successfully transitioned & operationally managed Pharma & Payer delivery teams of the KPO unit. Revenue earnings of $10mn p.a Skills- RECORDS MANAGEMENT, PROJECT MANAGEMENT, TRANSITION, CLAIMS OPERATIONS
❖ Manager Operations (US Healthcare-Payer)
Zavata India-now Apollo Health Street – Hyderabad (October 2006-October 2007) Operational service delivery for complete Payer Voice Operations. Revenue earnings $ 6mn p.a Skills-SALES, OPERATIONS MANAGEMENT, BUSINESS PLANS, CUSTOMER SERVICE
❖ Sales Manager
Dell Inc. – Hyderabad (August 2003-October 2006) Achieving hardware sales targets of $200,000 pm, UK & Ireland region, Home & small business segment Skills-SALES,OPERATIONS MANAGEMENT,STRATEGIC PLANNING,CUSTOMER SERVICE
✓ Strong business acumen
✓ People Management (100+ FTEs)
✓ Operations Excellence (metrics)
✓ Onsite Client Engagement
✓ Project Management
✓ Partner /Vendor Management
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❖ Team Leader
Saffron Global –Gurgaon (July 2002-July 2003) UK market-Tele sales process for a wireless phone company T-Mobile. Achieved SPH of 1.5 Skills-SALES, OPERATIONS MANAGEMENT, TEAM MANAGEMENT
❖ Process Developer
GE Capital International Services –Gurgaon & USA (September 1999-May 2002) Pilot batch for B2B collection business, successfully transitioned commercial collection process- total portfolio of $750 million. & the late stage collections process for office imaging products to India Skills-COLLECTIONS, OPERATIONS MANAGEMENT
HOTEL INDUSTRY
➢ RADISSON Blu Plaza Hotel, Delhi: five star business hotel with a large inventory of rooms, exceptional services for the corporate traveler. Worked here from Mar ’98- Aug’99, in F&B Service.
➢ The Park, Kolkata: Five star boutique hotel located in the heart of the city, for business and pleasure traveler. Worked here from Dec ’96- Feb’98.
TRAINING & CERTIFICATIONS
Competency Based Interviewing Dell Inc
Financial and Business Acumen Dell Inc
Procoach™ Licence to Coach Prosell
Procoach™ Train the Trainer Prosell
Six Sigma- D.M.A.I.C & Yellow belt Training GE Capital
Y.L.D.P. - Young Leaders development Program GE Capital
Compliance & Monitoring - To implement 6 sigma quality in outbound & inbound calls, enabled by remote barging.
Business Analyst- To report out daily delinquency, generate the A.P.R (agent productivity), compile dashboards for the customer, facilitate conference calls to clear Toll Gates, setting goals for the ramp up phase, prioritizing of accounts to reduce delinquency
Expert knowledge of MS Office, Excel, PowerPoint, Visio, Projects, adherence to the SLAs and work processes thus managing cost-effective operations.
Developing and modifying Process Parameters, Quality Evaluation & Grading System.
US Healthcare/HIPAA regulations.
AWARDS
➢ Best Manager Award for increasing billing revenue and improving client relationship at Zavata India.
➢ People’s Champion Award- A management award recognizing Managers’ performance on people management front and maintaining low attrition
➢ Individual Excellence Award from EVAN NOULAS, Vice president, VFS.-USA GE Capital
➢ Certificate of Excellence from GECIS Leadership. EDUCATION
Institution
Location
Level
Specialization
Year
Institute Of Advanced Management(IAM)
Kolkata
Three years Diploma
Bachelor of Hotel Management
1996
Steel City College (BIEC)
Jamshedpur
10+2
Science
1992
Loyola School (ICSE)
Jamshedpur
10
All subjects
1990