Vikas Sharma

Providing expertise or general claims support to teams in reviewing, researching, investigating, negotiating, processing and adjusting claims. Primarily responsible for Claim clearance of Corporate Accounts (US based). Responsible for defining key performance indicators (KPI's)/establishing targets within the processes and reviewing performance at agreed intervals. Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues and ensuring minimum TAT. Leading, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets. RCA's and Call Calibrations with internal and external clients.

Responsible for Team performance, driving C-Sat, and quality assurance by regular call audits. Managed training and debriefing sessions for new batches. Also responsible for up-selling Value Added Services and coordinating with Channel and Zonal Offices regarding various complaints resolution.

Worked in Subscriber Management Group (Back-end Team) of Videocon d2h-Headend. Making correction in customer's account bill. Assessing & Providing Input for further development of Billing. Coordination with IT for system related Issues & Implementation of changes in Billing System.

Joined in Response & Resolution Team (Back-end Team) of Idea Cellular (UP-West). To give resolution on complaints generated by Whole call centers, Zonal offices, ROs and Idea related SPOCS. Coordinated with Network team, Vendors and S.D.Q Team of Idea Cellular.