Saritha Kumari Avirneni
Melbourne,Australia
Summary
Dynamic project manager with a proven track record at Apollo Health Street Ltd, excelling in stakeholder engagement and project lifecycle management. Adept at enhancing operational efficiency and delivering high-quality solutions, I leverage strong communication skills to exceed client expectations and drive successful project outcomes.
Overview
19
19
years of professional experience
Work History
Customer Advisor
Bupa
Melbourne, VIC
07.2024 - Current
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved customer complaints and escalated issues as necessary.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Demonstrated a strong understanding of company policies and procedures.
- Collected deposits or payments and arranged for billing.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided product information to customers.
- Assisted customers with questions and concerns regarding billing cycles, due dates and extensions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Participated in team meetings to share ideas for improving processes.
- Gained thorough knowledge of full range of products and services to make expert recommendations.
- Reviewed customer feedback surveys for improvement opportunities.
- Attended training sessions to stay up-to-date on new products and services.
- Collaborated with other departments to meet customer needs.
- Exceeded customer satisfaction by finding creative solutions to problems.
Project Coordinator/Manager
Indegene Life systems
, Canada
01.2023 - 04.2023
- Deployment EHealth advisory services product
- Deploying cloud based platform to enable communication between pharmacies and doctors
- Submitted project deliverables to clients, consistently adhering to quality standards.
- Assisted project manager in drafting schedules and related documentation.
- Conducted risk assessments and identified potential issues that could affect project success.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
- Prepared status reports to communicate progress to stakeholders and management teams.
- Established and maintained quality performance metrics to meet objectives.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Identified needs of customers promptly and efficiently.
- Reviewed completed work to verify consistency, quality, and conformance.
- Worked with cross-functional teams to achieve goals.
Project Manager/Coordinator
Apollo Health Street Ltd
12.2010 - 02.2016
- Company Overview: HealthCare Solutions
- Enterprise Electronic Health Record Application (EEHR) – Version Upgrades and net new installs, Interface/ ConnectR implementation (Charge, Order, Result etc.), Stimulus Set for Meaningful Use attestation (MU Stage 1 & MU Stage 2), CQS – Clinical Quality Summary tool implementation, Patient Portal tool implementation, Prenatal, Analytics Upgrades, ePrescribing/ SureScripts, Customization Projects
- Reviewing Statement of work to make sure all the project prerequisites are in place before the project initiates
- Working with third party vendors included in SOW to make sure the project requests are in place
- Working with Technician, Interface analyst, and implementation consultants to ensue high quality of service to the clients
- Escalating any issues which could have blocked the go live date to the management
- Working closely with early validation clients to successfully achieve the timeline for software release
- Keeping the clients appraised of Hotfix upgrades- Planning and rolling out hotfixes with scheduled timelines
- HealthCare Solutions
- Successfully Transitioned over 100 enterprise client upgrades
- Managed client projects on client’s site in the US
- In addition to Project Management also manage team’s daily operational/Admin task, quality audits, and Reporting responsibilities as a Assistant manager
Technical Support Executive
Nipuna Services Pvt. Ltd.
01.2007 - 01.2008
- Company Overview: Now Tech Mahindra
- Now Tech Mahindra
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Provided technical support to customers via phone, email and remote access tools.
- Analyzed user feedback from surveys to identify areas where improvements can be made in terms of service delivery.
- Ensured compliance with quality standards set by the company when providing technical support.
Tech Support executive - promoted to Call Quality Coach
Mahindra Satyam BPO Pvt. Ltd
12.2005 - 09.2007
- Company Overview: Now Tech Mahindra
- Now Tech Mahindra
Education
MBA - HR
Dublin Business School
IrelandMaster’s - Economics
Osmania University
IndiaBachelor of Arts -
Osmania University
IndiaSkills
- Project management
- Customer service
- Stakeholder engagement
- Project lifecycle management
- Project scoping
- Budget assessment
- Project timeline communication
- Vendor management
- Risk management
- Mitigation planning
- Customer requirement analysis
- Communication
- Feedback sharing
- Product improvement
- Team coaching
- Training needs identification
- Quality assurance
- Complaint resolution
- Billing support
- Technical support
- Operational efficiency
- Complaint handling
- [Language] fluency
- Work prioritization
- Active learning
Accomplishments
- Successfully Transitioned over 100 enterprise client upgrades
- Managed client projects on client’s site in the US
- In addition to Project Management also manage team’s daily operational/Admin task, quality audits, and Reporting responsibilities as a Assistant manager.
References
- Sutherland Healthcare Ltd., Hyderabad, India, Divya Prathima, Sr Manager, +91 9701105111
- Vijaya Deepthi Sv, +91 7207236180, Infinite IT Solution, Senior PM
Projects
Indegene life systems, Deployment EHealth advisory services product. Deploying cloud based platform to enable communication between pharmacies and doctors. Apollo Health Street (Sutherland Healthcare Solutions), Enterprise Electronic Health Record Application (EEHR) – Version Upgrades and net new installs, Interface/ ConnectR implementation (Charge, Order, Result etc.), Stimulus Set for Meaningful Use attestation (MU Stage 1 & MU Stage 2), CQS – Clinical Quality Summary tool implementation, Patient Portal tool implementation, Prenatal, Analytics Upgrades, ePrescribing/ SureScripts, Customization Projects.
Tools Used
- Manage Engine: Ticket management tool/ internal ticketing
- Samanage: Cloud based ITSM tool
- Salesforce: To manage tickets raised during the entire project phase. Keeping a track of all the project related tickets and following up with the technical team till we reached resolution to meet the set timelines.
- Clarity: To keep track of project team. Adding/ removing resources from the project. Approving timesheets for the project resources
- Microsoft excel
Personal Information
- Residency: AU - PR
- Notice Period: 1 week
Timeline
Customer Advisor
Bupa
07.2024 - Current
Project Coordinator/Manager
Indegene Life systems
01.2023 - 04.2023
Project Manager/Coordinator
Apollo Health Street Ltd
12.2010 - 02.2016
Technical Support Executive
Nipuna Services Pvt. Ltd.
01.2007 - 01.2008
Tech Support executive - promoted to Call Quality Coach
Mahindra Satyam BPO Pvt. Ltd
12.2005 - 09.2007
MBA - HR
Dublin Business School
Master’s - Economics
Osmania University
Bachelor of Arts -
Osmania University
Similar Profiles
Abating DengAbating Deng
Personal Care Assistant at BupaPersonal Care Assistant at Bupa
Paul HorwoodPaul Horwood
Reporting & Governance Lead at BupaReporting & Governance Lead at Bupa
Kieran WinterKieran Winter
QAanalyst at BupaQAanalyst at Bupa
Shivani ThakurShivani Thakur
Exposure Management Specialist at BupaExposure Management Specialist at Bupa
Agam JohalAgam Johal
Optical Assistant at Specsavers, CroydonOptical Assistant at Specsavers, Croydon