Shireen Firdouse

SHIREEN FIRDOUSE Customer Service | Healthcare | Performance Improvement | Process Trainer E- - Bangalore, India q https://www.linkedin.com/in/shireen-firdouse-8bbb6426b SUMMARY I am a dedicated professional with extensive experience in customer service and process training. With a strong focus on conflict resolution and creative problem-solving, I have successfully managed teams and trained new hires in fast-paced environments. My expertise in handling insurance claims and providing exceptional support has equipped me with the skills to drive performance and ensure compliance with industry standards KEY ACHIEVEMENTS  Team Performance Boost  Trained 50 new hires, increasing team performance by 20% within one quarter.  Customer Satisfaction Enhancement Efficiency Improvement Reduced claim processing time by 30% through streamlined workflow implementation.  Improved customer satisfaction scores by 15% through effective conflict resolution strategies. Training Module Development Developed 10 training modules enhancing employee engagement by 25%. EXPERIENCE CSR Concentrix 06/2018 - 04/2021 • Skilled at resolving conflicts by comprehensively assessing challenges and utilizing creative approaches to find effective solutions. • Acted professionally and patiently when addressing irate customer feedbacks • Resolved technical issues by troubleshooting • Provided real time support to the agents • Trained and mentored new advisors on OJT Senior Process Executive Cognizant 04/2021 - 11/2023 • Specialized in handling and resolving EmblemHealth insurance claims for U.S. clients as a trained Resolution Specialist. • Navigate health plan systems to provide accurate information on claims, benefits, and enrollment. • Worked for Emblem Health Insurance's payer, provider, and doctor support and ensures that the claim (CMS1500 medical claim and UB04 hospital claim) is paid Ensuring that the invoice is received on time and that the member's insurance is active. • Ensuring that the claims' case ID number is addressed within the specified SLA timeframe, which is 30 calendar days Performed e-fax support work. • Resolved physician and patient concerns by coordinating with providers through email to ensure issues were addressed and claims were processed accurately. • Provided detailed explanations of member coverage and eligibility while effectively resolving claim denials related to various managing organizations. • Taking care and managing tickets to guarantee timely monitoring, and follow-ups to address lingering problems and project progress Affirmed adherence to US Healthcare norms. • Proficient in medical terminology, with a solid understanding of insurance-related terms like deductible, co-pay, and preauthorization. • HIPAA compliance – maintaining patient privacy and data security standards. • Insurance processes – knowledge of claims, eligibility, billing codes (ICD, CPT). Process Trainer Cognizant 12/2023 - 06/2024 • • • • • • Key facilitator for employee training and development. Focused on improving performance and process efficiency Developed training modules and materials tailored to specific processes Conducted interactive training sessions and workshops Assessed employee performance and provided feedback Updated training materials based on process changes or improvements www.enhancv.com Powered by  EXPERIENCE Customer Service Rep Clario 09/2024 - Present • Assisted in diagnosing and resolving technical issues associated with clinical trial workflows. • Handled incoming communications (calls, emails, etc.) from clients seeking support with imaging services, including CT scans, MRI, and Hawkeye-related procedures. • Maintained accurate and comprehensive documentation of all client interactions and service transactions. • Assist in troubleshooting and resolving technical issues related to clinical trial processes. EDUCATION BBA Williams international college 01/2016 - 01/2018 Bangalore STRENGTHS  Process Training  Proven experience as a process trainer or similar role G Training Assessment Ability to assess and address individual training needs k Communication Excellent communication and presentation skills * Organization Strong organizational and team management skills Empathy Good listening skills and empathy towards customers’ needs www.enhancv.com Powered by 