Claims & Customer Care Specialist Manager
Intrasoft Technologies (123Greetings)
Total years of experience :10 years, 0 Months
Intrasoft Technologies (123Greetings)
Job Profile: Claims & Customer Care Specialist Manager)
(E-commerce) Internet Marketing - (17 September 2012 Till Date)
Location - (Kolkata)
Key Responsibility Areas:
➢ Handling all claims related issues relating to A-Z cargo claims.
➢ Understanding critical customer issues and resolving them.
➢ Taking care of chargebacks.
➢ Facilitating New Joinees during their initial stage of Product Knowledge.
➢ Training and upgrading customer service skills for the low performers.
➢ Handling Customer Disputes & Fraudulent Activities and taking them to a complete Resolution.
➢ Started pilot batch for claims.
➢ Was able to minimize company damage & loss items ratio.
Freelance Outsourcer Campaign & Leads Provider (Homebased)
Job Profile: Self Employed (15 January 2010 - Till Date)
Location: Kolkata
Working as a freelancer from home with several outsourcing companies.
Took care of various call centers with different campaigns.
Key Responsibilities & Campaigns Handled.
Handled campaigns like:
Online Education USA (Outbound Sales)
• Recruiting new centers.
• Preparing daily sales report for different centers.
• Pointing out the areas of improvement.
• Regular feedback and training to increase sales stats.
• Setting the right expectations for Centers and clients from day one.
Long Distance Calling card Sales for Australia/UK & USA Telecom (Semi-Outbound)
• Recruiting new call centers into the company
• Managing company CRM portal.
• Sending daily sales report.
• Keeping an eye on the quality parameters
• Keeping track of the sales payment and commission for the centers on a daily basis.
• Finding areas of improvement.
• Taking care of training the centers on the product for higher performance.
• Facilitating centers management Team with critical issues.
UK Debt management (Outbound sales)
• Managing the call centers daily sales remotely.
• Preparing daily sales report for the different centers located in different parts of the country.
• Giving a helping hand to boost up the sales for the centers.
• Centers having 10-20 agents dialing for UK Outbound.
Barclays Shared Services Pvt Ltd. (Noida, India)
Job Profile: Senior Advisor - (5 April 2009 - 10 January 2010)
Location - (Noida)
Key Responsibility Areas:
➢ Providing Complete Banking Solution to U.K. Citizens and discussing their Bank Account details.
➢ Understanding their need and providing them with the best options.
➢ Facilitating New Joinees during their initial stage of Product Knowledge.
➢ Training and upgrading customer service skills for the low performers.
➢ Handling Customer Disputes & Fraudulent Activities and taking them to a complete Resolution.
➢ Attending to group meetings organized by floor managers and supervisors.
➢ Participated in monthly Management Meetings and analyze each individual's performance and implement the same in performance and growth of process.
➢ Performing appraisals based on performance and behavior of an agent.
➢ Successfully completed all banking related training and certifications needed.
➢ Achieved High Sales & Customer Satisfaction Scores month on month while on Production Floor.
American Express (Gurgaon)
Job Profile: Process Associate - (25 October 2007 - 3 April 2009)
Location - (Gurgaon)
Key Responsibility Areas:
➢ Attend Calls with U.S. citizens and discuss their credit issues.
➢ Understanding the critical issues of credit & Fraud operations.
➢ Handling Customer Disputes and taking them to a complete Resolution.
➢ Met company targets and parameters from 1st week of OJT (on job training)
➢ Was awarded for best C.S. call during OJT.
➢ Certified within four weeks of training.
➢ Attending to group meetings organized by floor managers and supervisors.
➢ Participating in monthly Management Meetings and analyzing each individual's performance.
➢ Also involved in doing quality check (QC) for new agents and give them appropriate feedback based on their performance.
➢ Achieved High Customer Satisfaction Scores as well as achieved every sales target month on month while on Production Floor.
➢ Was awarded the best performing senior advisor for the quarter.
➢ Achieved high CSAT (customer satisfaction) target month on month, resulting in being awarded the highest CSAT score achieved
➢ Met company targets and parameters from 1st week of OJT (on job training)
➢ Was awarded for best C.S. call during OJT.
24 Seven Solutions,
Job Profile: Shift Supervisor - (1 November 2006 - 20 October 2007)
Location - (Kolkata)
Key Responsibility Areas:
➢ Leading & managing a core team in regards with sales & quality.
➢ Ensuring realistic targets are set & simultaneously driving the team to achieve the targets with a strict approach towards quality.
➢ Co-coordinating with the quality team in reference with training & quality feedback session with individual associates.
➢ Took a pivotal role in arranging tele-conference with the client, so as to receive recent updates from the organization which needs to be implemented with immediate effect.
➢ Accomplished in setting and meeting deadlines and undertaking commercial approach to solving problems and optimizing team potentials.
➢ Ensured quality service provided to varied customer base.
➢ Recipient of various verbal compliments from clients which were documented.
EXL SERVICES.COM (India) PVT LTD. (B.P.O)
Job Profile: Senior Advisor cum Subject Matter Expert - (18 August 2003 - 17 August 2005)
(Process - Norwich Union Direct - UK Motor Car Insurance)
Location - (NOIDA, U.P)
Key Responsibility Areas:
➢ Leading a core team in regards with daily target achievements with a strict approach towards quality, ensuring the quality parameters are met thereby reducing the chance of compliance violation.
➢ Updating team members about recent changes in the policies & procedures of the company with special reference to the respective domain (i.e. Motor Insurance)
➢ Coordinating with the immediate line manager in regards with special training for the new joiners.
➢ Undertaking feedback session with associates of the respective team, wherein associates are provided with feedbacks in reference with their call & sales quality, along with specified approaches to improve the same.
➢ Emphasizing on sales targets & ensuring those are met with a strict approach towards quality.
➢ Updating monthly ratings on grounds of performance for the executives.
➢ Successful completion of various LEADERSHIP & MANAGEMENT PROGRAMME training modules.
➢ Accomplished in setting and meeting deadlines and undertaking commercial approach to solving problems and optimizing team potentials.
➢ Ensured quality service provided to varied Insurance base.
➢ Recipient of various verbal compliments from clients which were documented.
A complete educational course covering the entire Bachelor of Arts study.