Largest health insurance Company, serving over 8.1 million members with affordable health plans. Redesign User Interface of existing Siebel Call Center application to align with the business process resulting in 40% reduction in call handling time and maintaining the same high standard of performance/availability of the application. Worked with business to align business process with the application framework for better ROI. Task involve design & development new functionality within the current application constraints.
• Providing the functionality to handle the inbound communication, creating interaction, inquiries and converting the inquiries into cases with custom alert notifications past due dates.
• Enabled the functional areas to assign the cases to themselves and restricted the case closures to the Manager/Owner, task functionality and non-editable notes history.
• Wrote Functional Specification & Design Specification
• Worked on Siebel 7.8 & 8.0 with eScript, EAI, Integration Object, Web services, Business Services, and Workflow. Developed custom Correspondence and Work Assignment functionality.