Akshata Aher

Manager – Operations (Mar 2025 – Present)
Assistant Manager – Operations (Mar 2022 – Feb 2025)
Senior Team Lead / Team Lead – Operations (2019 – 2022)
Senior Quality Analyst (2018 – 2019)

• Led the migration of claims operations from legacy systems to an enhanced platforms, ensuring continuity, smooth user adoption, and stronger claim accuracy.
• Directed Fraud, Waste & Abuse (FWA) projects, improving claim analysis and reducing financial risks.
• Managed and developed teams of 20+ coders and payment accuracy specialists across locations, introducing structured training and performance monitoring.
• Implemented automation and best practices that cut turnaround times and improved compliance.
• Worked closely with IT, compliance, and business teams to align system upgrades with client and organizational goals.
• Advanced from Analyst to Manager in seven years, recognized for consistent delivery and leadership impact.

Key Milestones:

• Joined as Senior Quality Analyst in 2018; promoted four times to Manager – Operations in 2025.
• Delivered $40M+ in savings through process improvements and FWA initiatives.
• Built scalable processes during system migration, avoiding downtime and revenue leakage.

• Led a 21-member team, improving service delivery and operational quality through structured processes.
• Designed and implemented training programs to build skills and strengthen team performance.
• Introduced performance monitoring and recognition initiatives that boosted engagement and productivity.
• Contributed to business planning by developing systems and procedures that improved efficiency.

• Delivered customer support for US clients, resolving queries and meeting quality standards.
• Handled 30+ claim calls in a day with accuracy and efficiency.
• Trained and mentored new hires to strengthen service delivery and compliance adherence.
• Conducted performance evaluations and recommended improvements that increased efficiency.
• Recognized for maintaining high accuracy and customer satisfaction scores across shifts.

• Handled 20+ inbound queries for insurance clients, assisting customers with policy details and claims status.
• Monitored performance metrics to meet SLAs and improve service quality.
• Supported onboarding of new team members by sharing process knowledge and best practices.
• Consistently achieved customer satisfaction goals through clear communication and effective problem solving.