ANKUR SHARMA

• Identify and track errors identified during the Transaction Quality review process.
• Create spreadsheets and macros, compile, analyze data in an efficient and effective manner.
• Recommend solutions to mitigate/fix the errors noted and review them with affected parties for an agreed upon approach, as appropriate.
• Conducts Global audits and provides feedback to reduce errors and improve processes and performance as per auditing Guidelines and Policies and Procedures (PnP).
• Share best practices and support team goals and objectives.
• White Belt and Yellow Belt Trained.
• Routinely analyze results of quality reviews to report error trends.
• Regularly Conducting Quality Discussion Meetings with Onshore Clients.

• Intranet benefits at a glance (IBAAG) project dealt with creation & adjudication of Health Insurance benefits and Legal documents for the policy holders. Certificate of Coverage and Policy documents have to be created for policy holders based on the US State Specific Requirements and Benefits covered.

• IBAAG (INTRANET BENEFITS AT A GLANCE) is a 100% Quality Oriented process as it directly affects the policy holders.
• Position in this function was responsible for development and maintenance of benefits adjudication within IBAAG documents.
• To analyze the overall Medical, Dental and Vision benefits of the customer and documenting the same for use of other departments within UHG and also for the Customers to view.
• Handled both types of funding i.e. Fully Insured and ASO(Administrative service Only) Customers.
• Uploading of the iBAAG (Intranet Benefit at a Glance) in to the website, included Customer information,
Plan types, New business, Renewal Plans, maintenance and Cancellation of plans.

• To Build the Medical insurance core Plans of customer Specific benefits with provided Database.

• Responsible for providing day to day operational and transaction support to the onshore team and business. To provide support to the onsite HR team based in the US on select processes as well as guiding, coaching and supporting employees through HR policies and procedures.
• On board new employees. Send the New hire paperwork and create the employees records in the HR Information system. Handle transactions through a ticketing systems and do necessary updated in the HR system and create memos for HR Business Partners e.g. transfer, promotions, salary change, employee type change.
• Build knowledge on HR policies and procedures and answer HR related queries raised by the business through a shared mailbox.
• Understand the time and attendance system and the policies/federal laws around time and attendance system and assist the employees/managers/HR Business Partners with their queries.
• Conduct audits in the time and attendance system to identify the discrepancies and work with the managers to correct the incorrect entries.
• Perform mass data entry in the HR Information System or time and attendance system as required.
• Escalate any issue and concerns to the Subject Matter Expert/Client Manager.
• Adhere to process guidelines/checklists and all the operational controls implemented in the team.
• Come up with process improvement ideas to enhance the process, customer satisfaction, quality or TAT of the existing processes.
• Ensure adherence to Service Level Agreement.

• A part of the project titled: Online Travel Corporation (OTC) –UK Process for Fares Filing Process.
• Responded to clients' questions, issues and complaints in a timely manner, and found appropriate solutions when needed.
• Supported Team Lead in improving operations and resolving issues to deliver top-notch customer service.

• Involved in executing a project titled: Lufthansa Miles & More (Frequent Flyer Program) for Retroactive Credit Transactions process.
• Sought out ways to go above and beyond job requirements.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Resolved issues quickly to maintain productivity goals.