Open to opportunities

avier User

@avieruser

Customer support and operations professional optimizing verification and claims workflows with HIPAA-compliant QA and data insights.

India

Message

What I'm looking for

I’m looking for a customer support/operations role where I can own escalations, ensure HIPAA-compliant QA, optimize workflows, and use Excel/Power BI metrics to improve turnaround times, SLA performance, and client satisfaction.

I’m a customer support and operations professional with 5+ years leading verification, claims, and client-support teams. I handle escalations end-to-end, improve workflows, and deliver HIPAA-compliant QA to protect accuracy and compliance.

Across roles at Versada Technologies, Hexaware Technologies, Access Healthcare, and Nsight Global, I’ve coached teams, designed process improvements that reduced turnaround times, and used Excel and Power BI to analyze metrics for senior management. I’m especially focused on risk and fraud detection, client SLA alignment, and continuous training to accelerate ramp-up.

Experience

Work history, roles, and key accomplishments

Senior Process Associate

Nsight Global

Feb 2025 - Sep 2025 (7 months)

Led process optimization initiatives to streamline workflows, reduce turnaround times, and align operations with client SLAs. Designed and delivered onboarding and continuous training to improve new-hire ramp-up, and collaborated on data-driven improvements using performance metrics to strengthen client engagement and retention.

Process Optimization SLA Management Onboarding Performance Metrics Client Engagement Retention

Senior Client Partner

Access Healthcare

Sep 2022 - Nov 2024 (2 years 2 months)

Resolved overpayment and underpayment claims for U.S. insurance companies by working with payers and reviewing portal information, adhering to client quality assurance protocols. Supported team targets via supervisory calls and ensured workflow, HIPAA alignment, and dashboard clearance through weekly/month-end close.

Workflow Management Quality Assurance Dashboard Clearance HIPAA compliance

Client Partner

Versada Technologies

May 2019 - Feb 2020 (9 months)

Handled inbound support for U.S. clients for a flight ticketing platform, resolving complaints and escalations to improve satisfaction and retention. Managed flight reservations including ticket issuance, booking changes, and passenger check-in details, while monitoring accounts for potential risks and fraud.

Customer Support Escalation Management Upselling Flight Reservation Fare And Schedule Information Boarding Passes