Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Hakkim Mohammed D

Summary

Dynamic operations leader with a proven track record at Guidehouse India, enhancing call handling efficiency through targeted training and real-time coaching. Skilled in accounts receivable management and customer service, I successfully identified training gaps, leading to improved team performance and client satisfaction. Strong communicator and collaborator, dedicated to achieving results.

Overview

6
6
years of professional experience

Work History

Operation Lead (Lead Associate)

Guidehouse India
TN
04.2024 - Current
  • Developed and conducted training sessions for AR call agents, enhancing efficiency and accuracy in call handling.
  • Created comprehensive training materials to clarify AR processes, billing cycles, and best practices.
  • Monitored agent performance through call audits, ensuring compliance with quality standards and procedures.
  • Identified training gaps and implemented targeted interventions to boost overall team performance.
  • Supported external auditors during quarterly financial reviews to ensure accuracy and transparency.
  • Resolved customer inquiries related to invoices, payments, and account balances promptly.
  • Communicated changes impacting Accounts Receivable operations effectively across departments.
  • Executed special projects as assigned by senior management to support operational goals.

Senior Client Partner

Access Healthcare Physicians, LLC
TN
05.2022 - 04.2024
  • Coordinated with various teams to establish effective service workflows and improve processes.
  • Managed escalations and adapted schedules to address production issues promptly.
  • Monitored customer accounts for non-payments, delayed payments, and disputes.
  • Conducted research on billing errors and discrepancies to implement corrective actions.
  • Maintained high call volumes while meeting the demands of a busy team.
  • Achieved a consistently high success rate in collecting overdue accounts.

Client Partner

Cognizant Technology Solutions
TN
04.2019 - 04.2022
  • Moved to cluster team in order to reduce the claim inflow.
  • Cluster team was created for the first time and I was a part of it.
  • Daily target was 52 claims, where we need to find the cluster opportunities and dent as much as we can with quality.
  • Completed daily logs, tracked data and managed clients' book of business.
  • Backup to the team leader where needed to assign the claims to all the CP before they login.
  • De-escalating claims back to CP with client comments.
  • Any tough or multi pass claims will be moved to me for effective closing.
  • Supporting the training team in their absence of the trainer.
  • Training the newly joined CP for process practice.

Education

Master of Arts - Arabic

The New College
Royapettah
05.2021

Bachelor of Arts - Arabic

The New College
Royapettah
04.2019

Skills

  • Report preparation
  • Requirements analysis
  • Customer service
  • User training
  • Accounts receivable management
  • Dispute resolution
  • Clear communication
  • Team collaboration
  • Work planning and prioritization
  • Data analysis
  • Customer relationship management
  • Attention to detail

Languages

  • Tamil
  • English
  • Arabic
  • Hindi
  • Telugu
  • Urdu

Timeline

Operation Lead (Lead Associate)

Guidehouse India
04.2024 - Current

Senior Client Partner

Access Healthcare Physicians, LLC
05.2022 - 04.2024

Client Partner

Cognizant Technology Solutions
04.2019 - 04.2022

Master of Arts - Arabic

The New College

Bachelor of Arts - Arabic

The New College

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Hakkim Mohammed D