Senior Customer Service Representative
Hcl Technologies
Total years of experience :8 years, 0 Months
Performed daily activity of Credit and Collections which includes (Refund Process / Disconnection Process / Bankruptcy Process / Deceased Customer account closure / Payment arrangements Process for Direct Energy Canada Audited SLA missed Cases and handled escalations Prepared Daily productivity report / Refund Report / Disconnection Report / Write-Off Recall Report Cases Allocation to all team Members. Prepared Daily shift Roster of all team members Contributed to development / implementation of new procedures. Mentored and imparting training to new professionals. Prepared SOP's as per process requirement. Responsibled for in house trainings to the new joiners. Client end-to-end queries resolution were handled.
Responsible for handling U.S Clients Queries & Issues regarding Health & Welfare Benefits via Various Software’s like Mainframe, Lotus Notes, GUI, Cspro & ATE
Worked under International Banking in General Insurance Stream of Westpac Process (Australian Bank) Indexing claims requests, Claim payments, Policy closure Refunds Backend operations reports -VIC Preparation, Monthly Dashboards, Scorecards, WIP reports, SLA Reports & Production Reports. Quality Check and calls Preparation of Quality Reports. Core member of a Pilot Batch & taking care of all client interaction regarding the new transition process. Taking care of all internal queries & collating it to the onshore counterparts.
