Jai Prakash

• Spearheaded business expansion initiatives, driving revenue growth through strategic partnerships and new business opportunities. • Led cross-functional teams in implementing Lean Six Sigma methodologies, enhancing operational excellence and quality standards. • Managed large-scale events and Learning Management Systems (LMS) to ensure high service quality and user experience.

• Directed operational strategies to enhance efficiency and service quality at AIMLAY Pvt. Ltd. • Collaborated with the Director and CEO on strategic planning and budgeting for major projects. • Improved customer satisfaction through streamlined processes and targeted training initiatives. • Managed the deployment of CRM and quality monitoring systems to boost team productivity.

• Led process improvement initiatives utilizing Six Sigma methodologies to enhance operational efficiency and quality. • Collaborated with cross-functional teams to identify gaps and eliminate inefficiencies, improving overall service standards. • Conducted training sessions and developed Standard Operating Procedures (SOPs) to implement innovative process solutions. • Oversaw call audits and customer feedback analysis to optimize workflows and enhance team performance.

• Executed customer experience improvement projects utilizing DMAIC, Lean, and Six Sigma methodologies. • Standardized service delivery processes across DishTV and D2h Videocon to enhance customer satisfaction. • Facilitated root cause analysis workshops and quality training sessions to drive performance improvements.

• Designed and executed UAT test plans aligned with business requirements and process changes. • Coordinated effectively with IT, operations, and business teams to clarify testing objectives. • Identified and prioritized defects for timely resolution, ensuring operational alignment. • Maintained documentation and supported end-user training for process implementation.

• Conducted comprehensive call and email audits to ensure compliance and service quality across call centers. • Participated in call calibration sessions to align quality standards and enhance overall performance. • Reviewed newly implemented processes to verify correct execution and understanding, closing procedural gaps.

• Audited denied claims and assessed communication quality for US healthcare clients, ensuring compliance and accuracy. • Collaborated with clients to produce business intelligence and performance reports, enhancing decision-making processes. • Led meetings to present actionable insights using Excel and PowerPoint, driving continuous improvement initiatives.

• Processed payments, adjustments, and denials with a commitment to maintaining zero backlog. • Identified and escalated underpayment and denial issues to ensure timely resolutions. • Reconciled payments with bank deposits and prepared reports to support month-end and audit activities. • Ensured HIPAA compliance while maintaining detailed records for audits at Accretive Health.