Open to opportunities

Rachal Vivek

@rachalvivek

Message

I’m a Process Coach who improves quality, training, and client outcomes through data-driven execution.

India

Message

What I'm looking for

I’m looking for a well-settled, highly professional organization where I can start and grow my management career. I want opportunities to drive strong outcomes through innovative training, coaching, and quality improvements.

I’m a Process Coach with a strong background in client operations, quality, and people development. I’ve built my career by moving from hands-on coordination and customer-facing work into training, auditing, and coaching roles.

In client services, I focus on accurate and timely follow-up, proper documentation on client software, and post-call analysis aligned with performance targets. I’ve worked across Northern Health, ALN, Epic Softwares, and later supported quality transitions through IJP and placement into the Quality Team.

In quality and training, I audit calls, provide feedback, and run calibration sessions with Operations. I also generate daily, weekly, and monthly quality reports, train agents on quality parameters, and support consistent process delivery through coaching, OJT, and workshop-based development.

As a certified Process Trainer, I design and deliver training materials (including KB and SOP), conduct pre and post-training assessments, and track trainee productivity and quality output. I’m committed to using innovative, process-focused techniques to achieve strong results and pursue my management career in a highly professional organization.

Experience

Work history, roles, and key accomplishments

Process Coach

AGSHealth

Apr 2024 - May 2026 (2 years 1 month)

Coached trainees through the training academy, managing multiple batches and hundreds of full-time trainees. Delivered pre/post assessments, created KB/SOP training materials (including decision trees), and supported OJT with productivity and quality tracking across projects.

Batch Management (Laterals)Training Assessment Decision Trees Workshops Imagine Workshop Facilitation Coordination With Operations And TD Team

Client Partner

Access Healthcare Pvt Ltd

Jan 2018 - Apr 2024 (6 years 3 months)

Managed client interactions by obtaining status via IVR/web portal and documenting claims in client software. Completed post-call actions and ensured efficiency aligned with process guidelines and performance targets.

Client Operations Web Portals Claims Documentation

Customer Care Voice Sr. Rep

NTT Data

Nov 2016 - Dec 2017 (1 year 1 month)

Handled customer care voice support by checking claim/payment status and documenting claim information in client software. Completed post-call actions and maintained daily reporting aligned to performance targets.

Customer Care Support IVR Web Portal Status Checks Claims Documentation Daily BOD EOD Reporting Northern Health

Branch Coordinator cum HR

India Infoline Finance Ltd

Apr 2015 - Jun 2016 (1 year 2 months)

Coordinated branch interview schedules and managed hiring documentation, offer letters, and joining formalities. Maintained employee records, handled attendance/payroll-related queries, and supported appraisal, PIP follow-ups, and exit interviews.

Interview Scheduling Employee Onboarding Employee ID Issuance Background Verification Vigilance Report Intimation PIP Issuing And Follow Ups Payroll Support Leave And Allowances Coordination Branch Visit Reporting Confidential Profile Management Exit Interviews

Client Specialist - Quality

Access Healthcare Pvt Ltd

Apr 2022 - Present (4 years 3 months)

Performed call audits and provided feedback, and coordinated calibration sessions with operations. Generated quality reports and delivered training to agents on quality parameters.

Feedback Quality Reporting

Client Specialist

Access Healthcare Pvt Ltd

Apr 2021 - Present (5 years 3 months)

Worked as a Client Specialist following internal progression after clearing an IJP. Focused on client service execution within assigned service areas.

Process Trainer

Access Healthcare Pvt Ltd

Sep 2019 - Present (6 years 10 months)

Trained new and existing employees through structured training sessions, process practice, and OJT. Was certified as a Process Trainer and supported ongoing process training needs.

Training Delivery OJT IJP Preparation And Progression Support