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Sonam Kumari

@sonamkumari6

Customer service specialist in healthcare operations who maintained 98% customer satisfaction and improved team accuracy to 98%.

Germany

Message

At Pacific BPO Pvt. Ltd., I delivered customer care by phone, chat, and email, maintaining 98% customer satisfaction over 3+ years. I raised team accuracy from 95% to 98% through coaching and quality audits.

At AArete, I reviewed 180–200 overpayment claims per day for US health plan clients and analyzed client data for operational reports. Earlier, I provided Microsoft account support at Teleperformance and processed US healthcare insurance claims and billing transactions at Genpact.

Experience

Work history, roles, and key accomplishments

Freelance Operations Specialist (Healthcare)

AArete

Apr 2025 - Aug 2025 (4 months)

Reviewed 180-200 overpayment claims per day for US health plan clients, validating claims data and tracking recoveries. Ran trend analysis and maintained tracking systems while working fully remote.

Claims Processing Data Validation Trend Analysis Reporting Remote Work Stakeholder Coordination

Team Lead Operations

Quantuspro Solutions

Aug 2023 - Nov 2023 (3 months)

Led a 15-member team serving 15 US dental clients, managing insurance claims, billing, and payment posting. Improved operational efficiency by 25% and reduced processing errors by 30%.

Team Leadership Operations Management SLA Compliance Process Improvement Client Management Billing Insurance Claims

Subject Matter Expert

Pacific BPO Pvt. Ltd.

Oct 2018 - Jan 2022 (3 years 3 months)

Managed a team of 25 in healthcare claims operations for US clients, ensuring SLA compliance and quality. Delivered customer care with 98% satisfaction and improved team accuracy from 95% to 98%.

Healthcare Claims Team Management Customer Support Quality Audits Process Improvement Training Escalation Handling

Technical Support Executive

Teleperformance

Jan 2018 - Oct 2018 (9 months)

Provided technical support for Microsoft account services via phone, email, and chat in a high-volume queue. Documented cases in ticketing systems and met SLA, quality, and productivity targets.

Technical Support Microsoft Products Ticketing Systems SLA Compliance Customer Service

Process Associate

Genpact

Jun 2016 - Jan 2018 (1 year 7 months)

Processed US healthcare insurance claims and billing transactions, supporting AR and payment reconciliation. Improved efficiency by 15% through proactive customer outreach and issue resolution.

Insurance Claims Billing Accounts Receivable Payment Reconciliation Customer Outreach Data Analysis