Shamim Alam

Shamim Alam

Assistant Manager II: Operations


Looking to build on my extensive range of skills within a suitably challenging role. I am keen to achieve further professional development in middle level assignments across the IT/ ITES/Health Care/ KPO Industry.

Over 9 years of extensive experience in managing the spectrum of Operations including Service Excellence, Customer Support, Quality Compliance and Team Management.

Demonstrated capabilities in managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels.

Exposure to analyze the business and process improvement through RCA of onshore and offshore gaps.

Demonstrated ability to motivate staff to maximize productivity and control costs through the most effective uses of manpower and available resources.

Aligned with the recruitment team for the new hires in the operations round to judge abilities of suitable candidate for the job role.

Work History

Work History
Dec 2011 - Jan 2016

Assistant Manager II

UnitedHealth Group

Act as Assistant Manager for Claims Operations and Quality team with regard to overseeing new system implementations.

Handled Quality Audit and Claim adjudication Team to ensure zero penalty on service delivered with a team of 60 associates including 3 Management Trainees.

Acting as direct point of contact for Onshore/ Offshore for the reporting team members for their Quality.

Acting as direct point of contact for Payment and Performance Guarantee accounts handled by the team (Offshore Accounts).

Acted as a member of the business development/ Automation Team team for process improvement upto the satisfaction or required ask of the onshore counterparts/ stake holders.

Responsible for developing training and operations documentation, as well as the training of any new changes to UHG’s internal systems.

Trained/ mentored Management Trainees on UHG (UnitedHealth Group) specific operational competencies, including metric analysis, production management, continuous-improvement processes, quality monitoring, and performance appraisals.

Create monthly analysis and reports that communicate the performance and progress of the department (Quality and Productivity).

Develop strategies and process changes in order to mitigate losses.

Dec 2009 - Dec 2011

Team Leader


Managing the operations & customer servicing as per SLA within prescribed TAT for a US based Healthcare Company named, Touchstone Health and Health Care Partners IPA.

Served as Team Leader while leading a team of 24 Associates Accountable for direct customer/client interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process.

Mentoring new associates while gaining experience of providing complete on the job trainings.

Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process Collecting and collating data and carrying out value added analysis to facilitate strategic planning and conducting quarterly and annual appraisals for the team.

Successfully Offshored and set up the enrollment business(Healthcare) for THP

Apr 2007 - Dec 2009

Subject Matter Expert


Managing the operations & customer servicing as per SLA within prescribed TAT for a US based Healthcare Company named, United Health Care(National Accounts).

Producing good and effective process plan, which will meet both qualitative and quantitative need.

Responsible for interacting with different clients and come up with different strategies that would satisfy them.

Imparting appropriate training, presentation to the new changes to the team.

Sep 2006 - Apr 2007

Customer Care Executive


Reporting to the Manager of service quality, primarily responsible for internal customers and external customers.

Maintaining the Service Quality Customer Service Standards Library for the department.

Developing a process documents for training programme to be used in line with customer service strategy.

Managing and developing stores' monthly incentive programme and cost justifying.

Handling and swiftly resolving customer complaints in a professional and effective manner


2009 - 2010

PGDBA (International Business)

Annamalai University
01 Fundmentals of International Business
02 Basics of Foreign Exchange
03 Foreign Trade Procedure and Documentation
04 Logistic Management
2003 - 2006

Bachelor of Computer Applications


The programme has been divided into two semesters per year (January to June and July to December). Consequently, there will be two examinations every year — one in the month of June for the January to June semester courses and the other in December for the July to December semester courses.


2012 - 2016


United Health Group (Internal)

Transactional Quality Improvement (Overcheck Financial Accuracy)

TAT Improvement (Priority Customers)

Shared Drive Space Utilization

Production Improvement and Automation

Successful Deployment and testing of RTM (Real Time Manager- Testing and Deployment-BSL)

2012 - 2012

Six Sigma Green Belt- Training Completion

United Health Group (Internal)

Trained and Tested in Green Belt.

Process Improvement.



Team Management Skills

Learn how to plan, develop, manage, and monitor the success of a variety of teams in an Organization.

Practice giving feedback and using interpersonal skills and techniques to deal with problem team Members.

Learn how to help a team identify, prioritize, and solve job related problems.

Gain the skills necessary to diagnose team functioning and prescribe a course of action to get Teams "back on track."

Recognize the different types of team conflict, develop mediation skills, and help teams develop a "win-win" approach to conflict.

Develop and practice the communication skills, interpersonal skills, and interactive techniques that allow them to be an effective coach and facilitator.

Achievement Highlights

Selected for transition of Medicare Health Care process from USA to India and visited US for a duration of 3 months while successfully effected the transition/ migration.

Possessing B1/B2 Visa for United States valid till 2019.

Successfully mentored Management Trainees and a Head Count of 60 Associate, SMEs & Quality Auditors.

Trained and Tested in Lean and ISO 9001:2008

Certified professional in various leadership oriented training programme.

Successfully completed various projects with value add to the Organizations.

Certified and Authorized BSL (International), UnitedHealth Group for Software, Hardware and Asset Procurement and Approval.