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Vignesh K

@vigneshk1

Customer and technical support professional at Greenway Health, resolving Intergy billing and claim issues for U.S. healthcare practices.

India

Message

At Greenway Health, I own escalated Tier 1 customer and technical support cases for U.S. healthcare practices, guiding customers through Intergy Practice Management and billing workflows. I troubleshoot claim rejections and denials, document investigations in Salesforce Service Cloud, and maintain a 99–100% quality score with quarterly CSAT typically between 9.5 and 10.

Previously, I delivered technical support for a U.S. telecom client at Infosys BPM Ltd and email support for a gaming client at Intouch CX (formerly 24/7 Intouch). Across these roles, I handled customer issues, investigated escalations, and contributed to knowledge-base and process-improvement initiatives.

Experience

Work history, roles, and key accomplishments

Current

Associate Customer Care Advisor

Current

Greenway Health

Feb 2024 - Present (2 years 7 months)

Own escalated Tier 1 customer and technical support cases for U.S. healthcare practices, handling 120+ cases per month. Guide customers through Intergy Practice Management workflows, troubleshoot claim rejections and denials, and maintain detailed documentation in Salesforce Service Cloud.

Customer Support Technical Support Escalation Management Case Triage Troubleshooting Root Cause Analysis Intergy Healthcare SaaS Medical Billing Payment Posting Claims Salesforce Service Cloud Documentation Cross Functional Collaboration

Senior Process Executive, Technical Support

Infosys BPM Ltd

Aug 2023 - Feb 2024 (6 months)

Delivered Tier 1 technical and customer support for a U.S. telecom client, handling 80+ daily inbound cases. Diagnosed customer-reported problems, performed root-cause analysis on complex escalations, and maintained 80-85% First Contact Resolution while meeting SLA and quality requirements.

Technical Support Customer Support Troubleshooting Root Cause Analysis Escalation Management CRM Ticketing Systems SLA First Contact Resolutions Knowledge Base Process Improvement

Customer Support Representative

Intouch CX

Feb 2022 - Jul 2023 (1 year 5 months)

Provided high-volume Tier 1 email support through Zendesk for a gaming client, resolving account, billing, payment, purchase, subscription, refund, and access issues. Maintained 80-85% First Contact Resolution with accurate case records and consistent quality.