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Surendra Steven

@surendrasteven

Customer Experience Transaction Processing Associate II at Conduent, reviewing complex UPS cases and resolving escalated client issues.

India

Message

At Conduent, I evaluate complex cases and documents for accurate decisions and resolve escalated client issues across front-office and back-office operations. I also train new hires and improve knowledge-base processes to support onboarding.

Previously, I reviewed app content for Google Play Store at Concentrix, validating bugs and supporting app performance. At HGS Healthcare in Humana, I audited and validated data and documents, including Direct Deposit audit discrepancies, to support accuracy and compliance.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Transaction Processing Associate II

Current

Conduent

Jan 2025 - Present (1 year 10 months)

Evaluate complex cases and documents, ensuring accurate approval, rejection, and finalization decisions. Resolve escalated client issues across front-office and back-office operations through cross-team coordination.

Case Management Document Review Escalation Management Client Issue Resolution Cross Functional Collaboration Process Improvement Training Onboarding

App Content Review Analyst

Concentrix

Jun 2022 - Jul 2024 (2 years 1 month)

Monitored and tracked app content flux-time accuracy, validated bugs, and collaborated with cross-functional departments to support improved app performance. Maintained Average Handle Time (AHT) and accuracy standards in accordance with client guidelines.

Content Review Quality Assurance Average Handling Time (AHT) Management Cross Functional Collaboration Process Consistency

Senior Executive

HGS Healthcare

Jan 2020 - Jun 2022 (2 years 5 months)

Audited, monitored, and coordinated data sources to ensure accuracy and compliance with healthcare agency and client guidelines. Reviewed and validated documents, and assisted other departments with reconciliation of Direct Deposit audit discrepancies.

Audit Reconciliations Document Review Data Accuracy Compliance Healthcare