Praveen Kumar has over 10 years of experience in the health and benefits domain. He is currently a Senior Analyst at ACS working on projects involving benefits administration and client services. Previously, he worked at Mercer India and Patni Computer Systems on processes related to benefits enrollment, billing, and customer support. Praveen has a bachelor's degree in arts and has received several awards for his work in quality assurance, process improvements, and client relationships.

1. CURRICULUM VITAE
Praveen Kumar
D 2/119,
First Floor,
Ganesh Nagar,
New Delhi-110092
CAREER OBJECTIVE
Looking forward for a challenging and responsible position in a reputed company where my creative ideas, skills and hard
work would considered valuable and I can contribute in growth of the company with my improved skills.
PROFESSIONAL EXPERIENCE
Current Employer:
ACS, a Xerox Company 4th
Jul 2011 to till date
Sec 62, Noida U.P
Designation: - Working as a Senior Analyst in HCMS TBO (Total Benefit Outsourcing) Team
Current Key Responsible Areas
• Assist in the definition, development and maintenance of project and system requirements.
• Manage the daily production calendar to ensure all ongoing deliverables are met and executed within agreed
Service Level Agreements.
• Develop and maintain Standard Operating Procedure, administrative summaries and process flow.
• Issue Resolution as per client Service Level Agreement.
• Identify opportunities for continuous process improvement; whereby involving other departments like
implementation, transaction processing for smoother transition of work, benefit of the client and the end
customer.
• Researches, analyzes, evaluates, and administers corporate benefit plans and programs.
• Provide all possible satisfactory solution of participants query received via emails, PASS ( participants account
servicing system)
• Handling the Direct Billing process with 100% quality and within deadline to ensure –
• Participants have been delinquent as needed.
• Participants have been charged for billing month correctly.
• Retroactive adjustments have been added to the Participant’s account correctly and as needed.
• Invoices have been generated correctly and sent to participant with correct information.
• Payment are being made timely and via expected mode of payment (as per billing)
• Administer employee benefit programs for active employees and retirees. This is accomplished by ensuring
employees are informed regarding their benefit plans and employee benefit plans are administered according to
the law, contracts, and employee expectations.
• Essential functions:
1. Liaising between the client, carriers, plan participants, and lockbox regarding all billing-related issues.
2. Conducting training courses for the offshore processors and the call center.
3. Managing data for over 50,000 retirees, including life events, personal information, coverage levels and
options, premium payments.
4. Reconciling monthly billing of premiums, adjustments, and payments
• Ensure to deliver best Team Work to make the team members understand and solve the complex process issues.
• Flexible to work in extended hours in case of business requirement.

2. • Working on COBRA accounts and ensure that COBRA participants and dependent are getting coverage as per
COBRA rule and provision.
• Reviewing HIPAA packages and ensures that coverage period is consistent with the information we have in our
system.
• Working on life event processing and ensure that coverage are reflecting in our system as per life event processing
rule.
• Working on Eligibility/Vendor file to ensure that all accounts are reflecting election and coverage category as per
vendor management procedure they are enrolled with for their healthcare needs.
• Handling client/customer escalation and taking all required course of action to resolve client/customer query.
Also creating RCA (root cause analysis) for betterment and smooth process flow.
• Contacting participants with the help of customer services representative (CSR) team & benefit service
representative (BST) team in terms of getting any required information as and when needed to provide better
customer services.
• Conduct Trainings – Process and Tool specifics
• First point of contact for onshore team for the clients aligned in absence of the supervisor.
• To make sure that Documentation, tasks sheet, processing updates are updated for all the processes completed by
team.
• Controlling daily processes done by shared service team.
• Completing the Adhoc request sent by client/onshore team with 100% quality and within allotted time frame
Achievements:
• Received Eagle Squad award for exceptional team performance in terms of client/client/people deliverables.
• Received Feather in the Cap award for and outstanding performance in client deliverable and on new
transition.
Previous Employer 1:
Mercer India Pvt. Ltd. 1st Aug 2009 to 30th
June 2011
DLF Cyber City, Gurgaon
Company Profile: - Mercer is the global leader for trusted HR and related financial advice, products and services. In our
work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement
security, health, productivity and employment relationships of the global workforce.
Designation: - Working as a Process Champion with H&B DMO Dallas Team in Mercer India Pvt. Ltd.
Key Responsible Areas
• Conducting training program for new Hires
• Team Management and Development in absence of Assistant Manager
• Daily Work Distribution and Management.
• Responsible for 100% quality check & compliance associated with the same.
• Discussing the internal & external errors with team members and justifying them.
• Working on the process Improvement ideas & implementing them in current process flow to stop those errors.
• Client Meetings & Communication
• Generating Team Quality, Production and other weekly, monthly and quarterly Reports.
• Maintaining process specific Service Level Agreements and Turn Around Time
• Updating SOPs (Standard Operating Procedure) with the latest updated received from client and sharing the same
within team members.
• Management level reporting – Dashboard, Baselining, Transition Tracker etc.
• Team’s Leave Planning and ensuring them to take a planned leave.
• Creating Process Backups.

3. • Managing workflow with the aligned group of resources.
• Helping team members to understand and solve the complex process issues.
Trainings Attended:
• Yellow Belt.
• OMS (Operations Management System)
Achievements:
• Received lots of appreciations from client end and from Senior Managers for exceptional performance in terms of
client/client/people deliverables.
• Submitted and implemented many Process Improvement (P.I) them in current process flow after getting P.I
signed off from client end.
• Successfully completed the OE Debrief additional project for the year 2009–2010 and for 2010-2011.
• Yellow Belt Certified for the continuous process improvement ideas and maintaining the 100% quality.
• Received “Star of the month” award for February 2011 for exceed expectation and establish positive client
relationship.
• Received Pragati Certificate for continuous submission of Process Improvement Ideas.
• Lead the onshore to offshore Transition and successfully offshored around 50 processes within 4 months.
Achieved go live date much prior than the schedule.
•
Previous Employer2
Patni Computer Systems Ltd (Mercer H&B Team) 13th
Aug 2007 to 31st
Jul 2009
A-100, Sec-58
Noida, U.P.
Company Profile: - Patni provides customized global sourcing solutions to a diverse group of clients for vertical-specific
processes, as well as shared corporate services. In addition to a broad range of horizontal services including Finance &
Accounting, IT Helpdesks and Technical Support
Designation: - Worked as a Sr. Executive with Mercer H&B Team in Patni Computer Systems Ltd.
Reason for Leaving
Routine transfer from Patni Computer Systems Ltd to Captive Unit of Mercer, Mercer India Pvt. Ltd
Key Responsible Areas
• Have great experience of Health and Benefits domain.
• Migrated end-to-end H&B DMO processes for nine different clients of US through off-shore transition.
• Helped in establishing the newly transitioned process in DMO team by maintaining the quality benchmark.
• Created Standard Operating Procedures (SOPs)
• Responsible for the training of new joiners.
• Responsible to contact the onshore clients for the resolution of an intense query.
• Identifying the anticipated figures of volumes for the coming extract & prioritizing the work.
• Responsible to handle Daily Productivity Report and Workflow.
• Prioritize workload to deliver the quality standard of service with maximum efficiency.

4. • Encapsulating the updates to the Standard Operating Procedures
Achievements:
• Awarded ‘Employee of the Month’ for successfully meeting the SLA’s and maintaining quality and successfully
handling a remote transition.
ACADEMIC QUALIFICATION
• Completed M.A (Master of Art) from K.G.K College, Moradabad (Rohilkhand University) in 2007.
• Completed B.A (Bachelor of Art) from K.G.K College, Moradabad (Rohilkhand University) in 2005.
• Completed Class 12th
from Maharaja Agrasen Inter College, Moradabad (U.P) in 2000.
• Completed Class 10th
from R.N Inter College, Moradabad (U.P) in 1998.
SKILLS
• Able to develop positive relationships with onshore partners/offshore partners/team members.
• Excellent oral and written communication skills.
• Excellent ability to handle complex and time sensitive issues.
• Able to meet deadlines (TAT) and organize work.
• Strong analytical and interpersonal skills
• Proficient with Microsoft Word, Microsoft Excel, Power point and Internet
• Working knowledge SQL programming language.
• Excellent research techniques and application of findings
EXTRA CURRICULAR ACTIVITIES
• Participated in School Level Events like Social Science Exhibition.
• Participated in Game and Quiz contest at college level internally and externally held at K.G.K College, Moradabad.
OTHER INTERESTS
• Interacting with people
• Exploring the world.
• Traveling
• To listen music
POSITIVE ATTRIBUTES
• Possess effective interpersonal & problem solving skills with the capability to handle extremely busy and hectic
schedules. I am a very confident, patient, calm, diligent and flexible person to work in rotational shift.
PERSONAL INFORMATION
Date of Birth : 21st October 1983
Father’s Name : Jag Mohan Singh

5. Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi
Email : Praveen.kumar9@hotmail.com
Contact # : +91-9654933734
REFERENCES
Available on request
Date:
Place: (Praveen Kumar)

6. Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi
Email : Praveen.kumar9@hotmail.com
Contact # : +91-9654933734
REFERENCES
Available on request
Date:
Place: (Praveen Kumar)