Francis N

Manager Client Services

CareCloud • Temps plein

Jun 2009 - Mar 2020 • 10 yrs 9 mos

Managed the customer relationships and escalations across the entire customer base (Internal & External) along with the transitions, Meet & Greets, Service Account Management and other reporting requirements for all customers. Worked very closely with sales to identify service issues and worked with all support functional teams and Operational teams to develop and implement long-lasting solutions. Partnered with Sales and Operations to ensure that business and operational requirements for customers are satisfactorily met. • Identify areas of improvement in the company and assist in creating and implementing solutions. (Customized People, Process, and System improvements based on client requirements) • Monitor progress and achievement through performance metric reports, take corrective action as appropriate and promptly, and keep the client well aware of the progress and situations. • Work as an integral part and senior member of the R&D team, heading projects and advising operations to guide on major transitions. (ICD-10, EHR, PQRS, and Coding). • Coordinate preparation, making reports and presentations to the customers as required with BI. • Lead the TL’s / ATL’s effort by working closely with the assigned client teams and managing the assigned accounts. Ensure that all operational and reporting requirements are fully met and presented accurately and timely. • Identify and manage customer service touchpoints and ensure proper monitoring. • Ensure that customer surveys are conducted as per requirements. All survey reports are to be presented to VP CSM • Record, manage, and track customer requests from escalation to closure and record them on Salesforce. • Deliver prompt and professional solutions for customer inquiries via phone, email, and online. • Develop customized procedures and policies to better serve Gold clients. • Evaluate customer support results and prepare an action plan for improvements. • Implement the Transition Plans

Asst. Coordinator / Team Leader

Dialog Axiata PLC • Temps plein

Apr 2004 - Apr 2009 • 5 yrs

Led a team in a coordination role within a major telecommunications provider. Responsible for supervising staff, managing daily workflows, and ensuring that departmental goals and service level agreements were consistently met.