Apr 2023 – Jul 2025 · 2 yrs 3 mos

• Process/Project Management: Leading project planning, budgeting, execution, and monitoring to ensure timely and budget-aligned program delivery.
• Claims Processing: Supervising the workflow of receiving, reviewing, and processing insurance claims to ensure prompt and accurate resolution in line with policy terms.
• Customer Service: Collaborating with the team to address inquiries, offer assistance, and resolve issues related to policies, claims, and billing.
• Data Analysis: Utilizing data analysis to identify trends, assess risk exposure, and inform decisions on pricing, underwriting, and process enhancements.
• Compliance: Ensuring adherence to regulatory requirements and maintaining operational compliance standards.
• Process Improvement: Continuously seeking opportunities to enhance operational efficiency, reduce costs, and optimize workflows through technological advancements or process streamlining.
• Risk Management: Identifying and mitigating risks associated with insurance operations to safeguard the company's interests.
• Reporting: Presenting comprehensive reports on key performance indicators and operational metrics to facilitate informed decision-making and operational monitoring.
• Vendor Management: Managing relationships with third-party vendors, ensuring compliance with service level agreements, and fostering productive partnerships.
• Training and Development: Providing training and mentorship to team members to enhance their expertise and proficiency in operation processes .
• Customer Experience Enhancement: Refining customer touchpoints and processes to elevate the overall customer experience, from initial inquiries to claims resolution, fostering loyalty and satisfaction.
• Industry Trend Monitoring: Staying abreast of industry trends, emerging technologies, and competitive landscape shifts.
• Customer Retention Strategies: Collaborating with sales teams to develop customer retention strategies, such as loyalty programs to foster long-term customer relationships

Nov 2022 – Jul 2025 · 2 yrs 8 mos

• ●​ Owned P&L-linked operational profitability, optimizing workflows across support, payments, and settlements to reduce cost and improve productivity.
• ●​ Successfully led multi-city operations for high-volume services, ensuring 100% SLA adherence and maintaining high customer satisfaction.
• ●​ Developed GTMs and SOPs for new service launches, achieving 100% adherence to quality standards and significantly improving operational turnaround times.
• ●​ Acted as final escalation authority for high-impact and leadership-level issues, ensuring closure within 6 working days.
• ●​ Designed and implemented pan-India complaint-handling and escalation SOPs, eliminating regional variance and improving governance.
• ●​ Owned payments, merchant settlements, and VAS operations, improving payment accuracy, turnaround time, partner satisfaction, and revenue realization.
• ●​ Led internal and external audits with Finance teams, ensuring regulatory compliance and timely closure of audit observations.
• ●​ Drove automation and tooling initiatives with Tech and BI teams, reducing manual effort, errors, and rework.
• ●​ Built performance, cost, and efficiency dashboards (Excel) to support senior leadership decision-making.
• ●​ Mentored and developed team members through structured performance management and coaching, strengthening ownership and succession readiness.
• ●​ Reduced operational errors and manual effort by 50%, driving both cost-efficiency and process standardization.
• ●​ Scaled VAS program across India, leading to a 20% increase in revenue while maintaining quality and turnaround time standards.

Nov 2022 – Apr 2023 · 5 mos

• Timely Issue Resolution: Ensuring swift resolution of high-priority customer issues to minimize impact on customer satisfaction and retention.
• Customer Complaint Resolution: Effectively handling customer complaints by identifying root causes and implementing solutions to address their concerns promptly.
• Senior Management Reporting: Providing regular updates to senior management regarding high-priority customer issues, including status updates and resolution progress.
• Cross-Functional Team Leadership: Leading cross-functional teams in resolving customer issues by coordinating with relevant departments and ensuring alignment with customer needs.
• Escalation Process Optimization: Developing and implementing efficient escalation processes to ensure timely and effective resolution of customer issues.
• Customer Communication and Satisfaction: Communicating with customers to provide updates on their issues and ensuring their satisfaction with the resolution process.
• Customer Experience Improvement: Identifying and implementing strategies to enhance the overall customer experience based on feedback and analysis of customer interactions.
• Service Delivery Improvement: Identifying areas for improvement in service delivery processes and collaborating with relevant teams to implement strategies for enhancing service quality.
• Customer Relationship Management: Building and maintaining positive relationships with customers throughout the resolution process to ensure they feel valued and respected.
• Expectation Management: Managing customer expectations by providing clear and transparent communication about issue status and resolution timelines.

Oct 2021 – Nov 2022 · 1 yr 1 mo

• Team Leadership: Directing and overseeing a customer service team of 40+, ensuring smooth operations and adherence to high-performance standards.
• KPI Achievement: Strategically leading and guiding the customer service team to achieve key performance indicators (KPIs) related to customer satisfaction and service quality.
• Escalation Management: Collaborating with customer service teams to expedite the resolution of escalations within agreed-upon turnaround times (TATs), thereby enhancing overall customer satisfaction.
• Social Media Monitoring: Vigilantly monitoring social media channels for escalations, consistently achieving a high resolution rate within prescribed TATs to maintain brand reputation.
• Interdepartmental Collaboration: Facilitating strong collaboration with Tech, Warehouse, and Logistics teams to promptly address consumer concerns and ensure efficient resolution of issues.
• Training and Development: Overseeing daily task execution and providing comprehensive training to team members to meet and exceed business expectations.
• Process Optimization: Optimizing processes to enhance team performance and facilitate timely resolution of customer requests and issues.
• Stakeholder Communication: Ensuring timely delivery of deliverables and maintaining transparency and alignment by effectively communicating with stakeholders.
• Vendor Management: Collaborating with vendor partners to streamline recruitment and training processes, ensuring the timely delivery of high-quality service.
• Client-Vendor Relationship Management: Cultivating and maintaining strong relationships with client vendors by conducting regular business reviews to drive continuous improvement.

Oct 2021 – Nov 2022 · 1 yr 1 mo

• ●​ Led a team of 150 executives across Back Office, Voice, and Chat operations in a 24/7 shift environment, ensuring SLA deadlines were met and maintaining high employee and client satisfaction levels.
• ●​ Fostered strong client relationships, aligned services with goals, and managed resources and objectives, reporting in line with client directives.
• ●​ Analyzed and upheld Client Service Level Agreements, implementing improvement initiatives to enhance performance and optimize revenue through data analysis, forecasting, and strategic planning.
• ●​ Recruited, trained, and developed direct reports, conducting performance assessments and coaching to drive continuous improvement.
• ●​ Collaborated with cross-functional teams to integrate quality goals with product development and customer experience, conducting quality audits and identifying areas for improvement.
• ●​ Utilized data-driven insights to identify trends and optimization opportunities, driving innovation, process automation, and enhanced customer satisfaction.
• ●​ Managed quality-related escalations, promptly resolving issues while fostering a culture of quality excellence within the team and organization.

Aug 2019 – Aug 2021 · 2 yrs · Bengaluru, Karnataka, India

• Team Management: Effectively manage a team focused on achieving department objectives and metrics, ensuring alignment with organizational goals.
• Process Improvement: Support and coach the team in utilizing PPI/Lean tools for process improvement, driving business metrics such as customer satisfaction, service levels, value enhancement, average handling time, profitability, and schedule adherence.
• Customer Satisfaction Initiatives: Support initiatives aimed at improving customer satisfaction and enhancing the overall customer experience.
• Standard Work Implementation: Operate as a key contributor to the team in setting, auditing, and improving standard work processes while actively problem-solving and tracking project performance.
• Workload Management: Manage team workload distribution and structure to ensure consistent high performance and productivity levels.
• Production Floor Management: Take responsibility for the day-to-day functioning and administrative work, including overseeing production floor management activities.
• Adaptability and Flexibility: Perform any other duties as assigned by the manager, demonstrating adaptability and flexibility to meet evolving operational needs.

Apr 2018 – Jul 2018 · 3 mos · Chennai Area, India

• Intern

Oct 2015 – Oct 2015 · 0 mo · Chennai, Tamil Nadu, India