Darshan MV
@darshanmv
Payroll and Benefits Specialist driving compliant benefits operations, faster processing, and better employee experiences.
IndiaWhat I'm looking for
I’m a Payroll and Benefits Specialist with 4+ years of progressive experience across customer support and HR & Benefits Operations, backed by a Lean Six Sigma Black Belt. I specialize in end-to-end benefits administration—driving 100% compliance and measurable improvements like a 30% reduction in turnaround time while elevating employee experience.
In my current role, I execute benefits administration for 500+ U.S. clients, maintaining 100% accuracy while processing 40–45 complex insurance applications and portal updates daily in line with ERISA, HIPAA, and ACA. I serve as the primary liaison between employers, employees, and carriers, resolving complex eligibility issues with onshore account managers to achieve a 95% first contact resolution rate, while reconciling cash applications in Epic with zero unallocated cash.
Experience
Work history, roles, and key accomplishments
Execute end-to-end benefits administration for 500+ U.S. clients, processing 40–45 complex insurance applications daily with 100% accuracy and ERISA, HIPAA, and ACA compliance. Serve as a primary liaison to resolve eligibility and premium issues, maintaining a 95% first-contact resolution rate and reducing complex benefits query turnaround time by 30%.
Senior Program Advisor
University of the People
Apr 2023 - May 2025 (2 years 1 month)
Led operations and academic support for 2,000+ international students, achieving 98% CSAT, 95% first-contact resolution, and 125% of productivity targets. Rolled out multi-channel (chat/voice) support and deployed Atlassian Confluence, authoring 100+ SOPs that reduced ticket volume 25% and improved response times by 40%.
Program Advisor
University of the People
Oct 2021 - Apr 2023 (1 year 6 months)
Provided academic advising and administrative support for international students across 100+ countries, managing 100+ daily inquiries within a 24-hour SLA via email. Maintained data integrity in CRM and LMS systems while consistently exceeding KPIs for response time, quality assurance, first-contact resolution, and CSAT.
Education
Degrees, certifications, and relevant coursework
Jnanadeepa First Grade College
Bachelor of Commerce (BCom), Accounting & Finance
Earned a Bachelor of Commerce (BCom) with a focus on Accounting & Finance at Jnanadeepa First Grade College in Mysore.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Skills
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