Mini A Oommen, Result oriented professional with cross-functional experience in managing the entire spectrum of Operations, Service Delivery, Customer Care

About

 Dynamic & result oriented professional with cross-functional experience in managing the entire spectrum of Operations, Service Delivery, Customer Care, Relationship Management and Team Management  Possess in-depth knowledge of entire operations management ranging from ensuring SLAs, Process flows, Team Forecasting, Workforce Analysis and Training; managed various Processes entailing Back-office Operations; creating process vision & design, developing enhancement strategy and deploying key execution strategies across processes.  Proven abilities in addressing operational issues, resolving performance bottlenecks with expertise in devising policies for improving business performance and achieving desired objectives and organizational growth.  Proactive and customer focused professional with demonstrated skills in streamlining customer services function by designing innovative systems and processes to generate high value propositions for the customers.  Expertise at resolving customer queries and complaints, targeting customer care, satisfaction and retention; Consummate professional with excellent planning, execution, monitoring and resource balancing skills, attention to detail as well as the ability to build and lead effective teams.

Experience

Testhouse India Pvt Ltd

Jun 2018 – Present

Trivandrum, India

Sr Transcriptionist

 Inventory transcription services for UK client along with proof reading and editing  Training and mentoring of new recruits

Preemptive Meds, Inc

Oct 2006 – Jun 2011

Bangalore, India

Billing Operations -Manager

 Setup of the company’s Customer Support Center.  Was involved with setting up a most cost-effective system (selection of call center software using VOIP), help in analyzing and testing the software to be used by agents, giving critique and developing requirement specifications. Involved in development of training material, and training of the call center agents.  Was involved in the complete revenue generation cycle of the firm and also creation of revenue reports, reports for investor meets with respect to company’s financial status, complete re-structuring of the backend systems with respect to financials as well as customer support, and shipping, as per requirements.

Saptha Business Solutions (on contract to IBM India)

Jan 2006 – Sep 2006

Bangalore, India

Business Analyst

 Performed a System/Product Analyst role which includes analyzing the billing requirements generated by hospitals, developing and analyzing the design specification, verifying test results and approving them for implementation.  Well versed with the HIPAA regulations and the EDI forms.  Assisted in creating the requirement specification document for the new HCFA 1500 which would come into effect in Feb 2007.

Siemens Shared Services

Jun 2003 – Dec 2005

Bangalore, India

Sr. Team Leader

 Was involved in the transition and setting up of the process.  Credentials of being part of the pilot batch of Siemens Health Services project in December 2003  Was able to achieve the TAT and deadlines given by the client and turn around the inventory status of all facilities handled.  Was involved in training the pilot batch and in the initialization of the project.  Was responsible for the transitioning of the cash posting as well as the coding project to IBO.  Was responsible for the entire team working for credit balance/underpayment resolution with 4 group leads reporting to me, wherein I was the sole client contact for 6 facilities.  Also handling the No Response team for 1 facility.

Education

University of Kerala

Jun 1994 – Mar 1996

Bachelor in Commerce, Cooperatives

Mini A Oommen

Result oriented professional with cross-functional experience in managing the entire spectrum of Operations, Service Delivery, Customer Care

Skills

Languages