SHIVAPRASAD SN

 Managed end-to-end enrolment data management, ensuring accurate processing of member eligibility and enrollment records in alignment with client requirements and healthcare regulations.  Led daily operations, monitored SLA performance, and ensured adherence to high data quality standards across enrolment transactions.

 Completed higher education coursework and advanced German language studies to B1 proficiency level.

Led a team of 56 agents across multiple lines of business (LOBs) delivering merchant support via chat, ticketing queues, and Click-to-Call channels.  Monitored SLA and KPI performance on a daily basis, implementing workflow adjustments to reduce response and resolution times.  Conducted quality checks (QC), performance evaluations, and process audits to maintain service delivery standards

 Promoted from Sales Lead to Customer Relationship Manager, leading a 27-member non-voice team managing email ticket support and insurance issuance workflows.  Coordinated with internal stakeholders to accelerate resolution timelines and improve customer satisfaction scores.  Oversaw insurance policy renewals and new issuance processes, maintaining a conversion rate above 90%.  Recognised as Karnataka State Topper for customer-centric operational approach.

 Promoted from Insurance Advisor (L2) to Team Lead within 6 months; managed 30 agents handling insurance renewal and service calls via semi-voice operations (call and email).  Oversaw performance across multiple insurance providers, ensuring quality adherence and productivity targets were met.

 Handled inbound and outbound calls for network issue resolution and promotional campaigns.  Consistently ranked in the top 3 performers, leveraging multilingual communication skills in English, Hindi, Kannada, Tamil, and Telugu.