Operations Associate
Zocdoc
Total years of experience :4 years, 7 Months
2023-01 - Current
Operations Associate - Quality & Metrics
Delegating Tasks and Responsibilities: Effectively allocated tasks and responsibilities to team members, ensuring a balanced workload. Monitored task progress and enforced compliance with set SLAs, which resulted in 45% reduction of missed SLA, as in comparison to the previous workflow.
Data Monitoring and Incident Management: Monitored data for potential violations based on standard laws in the US Healthcare System. Investigated, resolved, and managed incidents promptly and efficiently.
Training and Management: Provided effective training for new hires, existing team members, and freelancers on multiple processes, standards, and regulations. Created and consolidated training plans for over 20 training sessions. Fostered a collaborative and learning-oriented environment within the team.
Dashboard Development: Built and structured an error analyzer dashboard that provided critical data to leaders at all levels, resulting in 50% reduction of errors in the process. Utilized the dashboard to identify trends, areas of improvement, and opportunities for optimization.
2022-04 - 2023-01
Operations Researcher - Quality & Metrics
Quality Assurance Audits: Conducted comprehensive audits to ensure the delivery of high-quality projects and tasks. Identified discrepancies and implemented solutions to maintain and improve quality standards. Also, started Legal Audits, to maintain compliance for the company.
Technical Proficiency: Showcase a strong self-learning ethos by mastering technical skills, including Excel, SQL, and Tableau. Efficiently streamlined data analysis and management processes to enhance data accuracy based on universal quality standards, which resulted in 30% increase of process enhancement.
Data-Driven Decision Making: Utilized advanced data analysis, data mining, data transcription, and data mapping techniques. This enhanced research methods and reduced SLAs of a lot of processes by 50%. Propelled essential data-driven decision-making processes to enhance productivity and contributed to achieving company goals.
Standardization of QA Processes: Standardized and continuously improved multiple Compliance-related processes like legal checks. Built a structured framework for the analysis and management of compliance, ensuring adherence to industry standards and regulations.
Customer Experience Management: Effectively managed and enhanced the overall customer experience for our telecommunications services, Flipkart. Troubleshooted issues, identified problems, and provided timely and effective resolutions to customer queries.
Feedback Escalation and Product Development: Ensured the escalation of customer feedback and suggestions to contribute to the development of product features that enhanced user experience. Collaborated with relevant teams to implement improvements based on customer input.
Documentation and Process Standardization: Created Standard Operations Procedures (SOP) and Working Instructions for multiple customer-facing processes. Ensured adherence to compliance standards and regulatory requirements in all customer interactions.
Support: Provided consistent on-the-floor support and guided junior associates to improve
performance.
• Rapidly advanced from Audit Team member to shadowing Senior Management,
showcasing adaptability and potential for leadership.
• Expertly managed critical financial data, ensuring accuracy and integrity in reporting.
• Regularly delivered insightful presentations to Senior Management, demonstrating
strong communication skills and strategic thinking.
• Mastered GAAP & IFRS standards for diverse clients.
• Led 20+ successful external audit engagements.
• Expert in financial compliance & risk management.