Abdul Quadir
Delhi
Summary
Professional with a strong background in process development. Proven ability to optimise workflows and implement efficient solutions. Known for fostering team collaboration and ensuring successful project outcomes. Equipped with skills in process analysis, project management, and continuous improvement. Highly adaptable to changing needs and reliable in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Process Developer / Claims Examiner
Genpact India Pvt Ltd
Noida, UP
12.2020 - 02.2025
- Worked for AON clients, handling travel claims with efficiency and precision.
- Generated reports of Start of Day (SOD) and End of Day (EOD) queue volumes as part of Claim Support.
- Allocated assignments across the team for all three queues: setup, email, and spreadsheet management.
- Processed over 100 claims daily in the claim system, sending claim forms based on the claim type.
- Drafted emails and attached necessary documents required for claims processing.
- Created and maintained spreadsheets and generated reports from the claim system.
- Sent outgoing spreadsheets and reports to suppliers to impose penalties for trip cancellations.
- Reviewed and uploaded incoming spreadsheets from suppliers containing penalties into the claim system.
- Examined attached documents and materials to verify policy coverage according to claim types.
- Approved claims for payment when terms and conditions were met.
- Sent claim letters requesting additional documents when needed.
- Denied claims if they did not comply with policy coverage.
- Communicated all updates and inquiries through email.
- Prepared downtime spreadsheets for the team to ensure efficient operations.
- Sent reports to clients summarizing claim activities and outcomes.
Sr., Ticketing Executive / CSE
Teleperformance India Pvt Ltd
Delhi, India
10.2018 - 11.2020
- Managed fresh ticket issuance in Amadeus for new bookings on Expedia.com.
- Handled flight booking cancellations using Amadeus.
- Processed refunds in Amadeus, including manual claims and Automated Ticket Changer (ATC) exchanges with airlines.
- Managed over 50 customer calls per day, ensuring prompt and professional assistance.
- Conducted quality checks on transacted Passenger Name Records (PNR) to ensure accuracy and compliance.
- Delivered inbound customer support for U.S.-based Boost Mobile customers.
- Assisted with resolving account issues, service inquiries, and technical support, ensuring high-quality service delivery.
Customer Care Executive
Birds Information System
Gurgaon, HR
09.2017 - 09.2018
- Worked for GOIBIBO.com.
- Managed international flight Line of Business (LOB), handling over 50 customer calls daily with a focus on delivering excellent service.
- Resolved booking errors, including Charge None, Manual None, Pending, and Manual International issues.
- Operated on Global Distribution Systems (GDS) such as Amadeus and Galileo, with ticket issuance authority.
- Created Passenger Name Records (PNRs), priced itineraries, and issued bookings efficiently.
- Processed Low-Cost Carrier (LCC) bookings on airline websites, including Indigo, SpiceJet, Go Air, AirAsia, FlyScoot, Air Arabia, and others.
- Assisted customers with travel insurance for pre- and post-travel, providing detailed guidance for claims.
Customer Care Executive
GTM Pvt. Ltd
Allahabad, UP
01.2012 - 06.2014
- Shared information about travel packages with customers, providing detailed and accurate assistance.
- Collected payments from customers and promptly shared ticket details via email.
- Maintained an Excel sheet to track all customer payments, ensuring accuracy and organization.
- Answered approximately 50 customer calls daily, catering to diverse travel needs with professionalism and efficiency.
Education
MBA -
SMU
Delhi, India08.2018
BA -
University of Allahabad
06.2011
Skills
- US Healthcare Insurance
- Insurance Claim Processing
- Claim Support
- Claim Approval
- Travel Insurance
- Leadership
- Teamwork
- Report Generation
- Quality Assurance
- Interpersonal Skills
- Communication Skills
- Adaptability
Languages
English
Hindi
Urdu
Timeline
Process Developer / Claims Examiner
Genpact India Pvt Ltd
12.2020 - 02.2025
Sr., Ticketing Executive / CSE
Teleperformance India Pvt Ltd
10.2018 - 11.2020
Customer Care Executive
Birds Information System
09.2017 - 09.2018
Customer Care Executive
GTM Pvt. Ltd
01.2012 - 06.2014
BA -
University of Allahabad
MBA -
SMU