Sompa Saxena
@sompasaxena
I resolve complex customer cases across PBM, financial services, and telecom through quality-focused support.
IndiaWhat I'm looking for
At RxAdvance PBM, I manage inbound and outbound calls, chat, and email for US members and providers, driving prior authorization and formulary cases through resolution. I was promoted to CSR 2 / Quality Analyst in 2024 and independently handle supervisor-level escalations, CRM documentation, and cross-functional service tickets.
Across 10+ years with RxAdvance, TCS, American Express, Genpact, and Convergys, I’ve supported regulated customer accounts in pharmacy benefits, financial services, and telecom. I author monthly QA audit reports and scorecards, resolve disputes, maintain accurate case records, and adapt clear, professional communication to each customer’s needs.
Experience
Work history, roles, and key accomplishments
CSR 2 / Quality Analyst
RxAdvance
Feb 2023 - Present (3 years 6 months)
Independently manage high-volume inbound/outbound calls, chats, and emails for a US pharmacy benefit management account. Own outbound follow-up on prior authorization and formulary inquiries, author CRM documentation, and conduct monthly QA audits.
Owned end-to-end account and payment tracking for the Singapore territory, resolving billing disputes by phone and documenting status updates in shared logs.
Built and maintained customer relationships for the US territory, resolving account inquiries and service issues by phone while adhering to compliance standards.
Supported account tracking and status updates for a major client, executing outbound calls and coordinating with internal teams to maintain accurate records.
Sr. CCP
Convergys India Services
Jan 2007 - Jan 2011 (4 years)
Supported US territory customers by phone for a major telecom client, resolving queries and managing accounts in a high-volume environment.
Education
Degrees, certifications, and relevant coursework
Mahatma Jyotiba Phule Rohilkhand University
Master of Commerce, Commerce
Pursued a Master's degree in Commerce, gaining advanced knowledge in commerce and related disciplines.
Greenwood Sr. Sec. School
High School Diploma, Accounting and Business Sciences
Completed high school with a focus on Accounting and Business Sciences.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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