About
Technical support and healthcare operations professional with 9+ years of experience across L1/L2 technical support, application maintenance support (AMS), incident management, clinical trial client support, pharmacovigilance (drug safety) case processing, medical device complaint management, US healthcare claims adjudication and revenue cycle management (RCM). Delivered 99% SLA compliance, 100% CSAT and 98%+ first-time resolution (FTR) troubleshooting eCOA devices and web/mobile platforms for global clinical trial sites.
Experience4
Client Service – Technical Specialist (L2 Support)
Jun 2023 — PresentClario (Part of Thermo Fisher Scientific) · Part-time · Bangalore
Diagnosed and resolved equipment usage problems and data transmission errors on eCOA devices, BYOD, mobile and web platforms reported by global clinical trial sites. Logged every technical issue and its resolution steps in ServiceNow and TicketXpert, sustaining 99% SLA compliance, 100% CSAT and 98%+ first-time resolution. Updated internal knowledge bases with new technical workarounds and solutions, and managed report requests and equipment resupply.
- Sustained 99% SLA compliance
- Achieved 100% CSAT
- Maintained 98%+ first-time resolution
Data Analyst – Client Support
Feb 2022 — Apr 2023Cognizant Technology Solutions · Kolkata
Used Salesforce to log, track and process medical device complaints through to case closure. Reviewed incoming medical and product complaints and translated unstructured text into standardized clinical data using industry-standard medical dictionaries. Assessed data to determine whether a product complaint involved an adverse event requiring reporting to global health authorities.
Senior Process Associate – Revenue Cycle Management
Sep 2020 — Feb 2022Neem Tree Consultants Pvt. Ltd. · Kolkata
Entered patient demographic data into the billing system with 100% accuracy and posted charges using CPT/HCPCS and ICD-10 codes. Recorded insurance and patient payments in billing software; reconciled deposits and adjustments against Explanation of Benefits (EOB) statements. Reviewed completed charges and submitted clean claims to payers electronically or on paper.
- Achieved 100% accuracy in data entry
Claim Adjudicator – US Healthcare
Feb 2017 — Jul 2020Sun Knowledge Services Inc. · Kolkata
Evaluated medical records, invoices and supporting documents to verify claim validity and eligibility. Checked member eligibility and ensured all processing adhered to HIPAA and CMS guidelines while maintaining accuracy targets of 99%+. Tracked denial issues and prepared appeal submissions within specified guidelines.
- Maintained accuracy targets of 99%+
Education2
Bachelor of Technology
2009 — 2013West Bengal University of Technology
Data Analyst Certification
2026 — 2027ExcelR