Open to opportunities

Shruthi V

@shruthiv

I’m a Senior Resolution Coordinator delivering compliant customer support, fraud operations, and data-driven problem solving.

India

Message

What I'm looking for

I’m looking to leverage my 7 years of customer service experience in a challenging role that offers exposure to new technologies and development, while aligning with the company’s goals and objectives.

I’m a customer service professional with 7 years of experience, focused on resolving high-volume inquiries and managing escalations to ensure high customer satisfaction. I bring a strong “quality management” mindset, effective communication, and the ability to work under pressure.

In my most recent role as a Senior Resolution Coordinator at Walmart Global Technology Services India Pvt. Ltd, I specialize in Fraud Operations denoted as ART (Actionable Resolution Team). I review, analyze, and process critical customer data with high accuracy while adhering to strict compliance guidelines, quality standards, and Service Level Agreements (SLAs).

Earlier, I supported patients through a Voice Program Specialist – Patient access role, handling calls with payers to collect Eligibility and Benefits at the request of a provider. I also worked as a Technical Support Analyst at Nuance India Pvt. Ltd, where I performed Salesforce admin duties as a single resource to support US teams with calls, emails, and tickets—validating product licenses and granting access to Nuance healthcare products.

Across roles, I’ve owned SLA and TAT management, monitored call volume (ASA and abandon rate), managed multiple support queues, and created Lightning knowledge articles for break-fix and enhancements. I’ve also contributed to process training, quality assessments, SOP and flow chart creation, and process improvements—earning Best Performer and Best Associate awards, plus recognition as part of the best team.

Experience

Work history, roles, and key accomplishments

Senior Resolution Coordinator

Walmart Global Technology Services India Pvt. Ltd.

Mar 2026 - Jun 2026 (3 months)

Handled fraud operations within Actionable Resolution Team (ART) and resolved high-volume customer inquiries and escalations to ensure customer satisfaction. Ensured compliance with quality standards and SLAs while processing customer data and managing order/payment/account issues across internal systems.

Fraud Operations Actionable Resolution Team Customer Support Escalation Management Data Analysis Compliance SLA Management Quality Standards Systems Management Payments Support Account Support

Patient Access Voice Specialist

Neovance (via Aston Carter)

Nov 2025 - Feb 2026 (3 months)

Handled calls with payers to collect eligibility and benefits information at a provider’s request. Supported payer communication as part of a patient access process.

Eligibility and Benefits Customer Support

Technical Support Analyst

Nuance India Pvt. Ltd.

Apr 2019 - Oct 2022 (3 years 6 months)

Provided Salesforce administration and technical support to validate product licenses and grant access for Nuance healthcare products. Managed SLAs/TAT, multiple support queues, community permissions/licenses, and created Lightning knowledge articles for break-fix and enhancements.

Salesforce Administration Customer Support Escalation Management SLA Management ASA Abandon Rate Community Permissions and Licensing Service Cloud Lightning Troubleshooting

Analyst A2 - US Healthcare

AXA Business Services

Nov 2016 - Dec 2018 (2 years 1 month)

Supported a pilot team delivering the status of medical claims for US-international provider and client calls and emails. Managed SLAs/TAT, provided process training and coaching, performed quality assessments, updated SOPs/flow charts, and handled end-to-end escalation management.

SLA Management Quality Assessment Escalation Management Process Analysis Ad Hoc Request Handling

Process Executive

Cognizant Technology Solutions India Private Ltd

Mar 2014 - Apr 2015 (1 year 1 month)

Handled inbound calls and emails to provide status of claims, billing transactions, and eligibility/coverage information for insured members. Resolved customer inquiries, verified insurance coverage, contacted insurers for discrepancies, followed up unpaid claims, and closed escalations with daily team briefings and performance updates.

Insurance Claims Insurance Verification Escalation Management Customer Support Claims Follow Up Team Briefings