Published on: Mar 4, 2016
Transcripts - Poonam Darekar
Mobile: +91-9049002279 ~ E-Mail: email@example.com
A customer-centric professional with 6 years of experience in Operations, Process Management,
Customer Service and Team Management.
Currently associated with TriZetto Corporation Pune as Associate – Consulting.
Responsible for the configuration of business requirements in the Facets system for multiple TriZetto customers,
specializing in product builds.
Creating Test Scripts and validating the insurance plan in facets application.
Interacting with clients during meeting and attending clients call.
♦ Operations Management: Preparing & presenting various weekly/monthly reports pertaining to process and
♦ Process Management: Undertaking responsibilities of removing unnecessary procedures in processes; identifying
the change request and processing it, through understanding the requirement of customers. Conducting internal
process audits & process reviews for ensuring strict adherence to process parameters/systems as per defined
♦ Customer Relationship Management: Mapping client’s requirements, identifying improvement areas &
implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to
make sure that area of concern can be worked upon for improved service levels (SLAs).
♦ Team Management: Monitoring the service quality, average handling time (AHT) and TAT. Identifying &
implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
Aug 14 – Present, with Trizetto Corporation (India) Pvt. Ltd, Associate – Consulting.
♦ Configuration and Customization of Business Requirements in the Facets system
♦ Creating Test Scripts, Test Members and working on Claim Processing modules in Facets to validate configuration in
♦ Running queries in MS access and updating the database through back end process.
♦ Played a major role in testing the configured plans before moving them to production.
♦ HIPAA certified from TriZetto.
♦ Successfully cleared Facets level I, II and III as per standard of TriZetto University.
Since 17 Dec 2011 to 2nd
July 2014, with IBM India. As Senior Analyst
♦ Spearheading a team of 27 Operation Executives responsible for various types of Requests and Reporting.
♦ Administering: Resolution of operational issues of significant impact.
♦ Ensuring adherence to the quality control measures and procedures, developing operational procedures as needed and
rendering assistance in the documentation.
♦ Trained and mentor new team members on process updates and queries.
♦ Suggesting and executing enhancements to increase productivity and quality controls, also ascertaining quality work
with minimizing the risk factor.
♦ Actively participated in the staff career development process targeting on job responsibilities, individual strengths &
weaknesses and organizational requirement.
- Process related procedures.
- Checklist for processor and checker to avoid errors and customer complaints.
- Complete the GBT project for increasing the quality from 93% to 95%.
May 2007 – 24th
May’ 2010 with WNS Global Service, Pune as Sr Associate
♦ Worked on SAP application for Billing process (Centrica).
♦ Worked in Legal Services for Countrywide Property Lawyers.
♦ B.Com. From Pune University, Pune
♦ FACETS, MS Office, MS Access, Basic Rapid SQL, Manual testing Concepts
Date of Birth : 9
Passport# : J8929809
Languages Known : English, Hindi and Marathi
Permanent Address : Flat 205, 2
Pune – 411027