ALEX RODRIGUES

• Over 2 years of experience in property insurance.
• Managed high-volume inbound calls from vendors and contractors, delivering prompt, accurate assistance.
• Provided real-time updates on claim status, ensuring transparency and satisfaction.
• Facilitated the creation of assignments for contractors working at insured properties, supporting efficient claim handling.
• Delivered clear and timely payment status updates to vendors, helping to maintain positive working relationships.
• Rerouted calls to estimate reviewers or specialised teams when appropriate, optimising workflow and issue resolution.
• Maintained accurate records of all call interactions and transactions in the internal claims system.
• Applied sound judgment and problem-solving skills to resolve caller concerns effectively and independently.
• Collaborated with cross-functional teams including claims adjusters and field representatives to support end-to-end claims management.
• Delivered exceptional service in a fast-paced environment, consistently meeting quality assurance, and communication standards.
• Cross-trained on a specialized process to handle recoverable depreciation for the customers.
• Drafted and sent professional email correspondence to customers, guiding them through the process of claiming their recoverable depreciation.
• Demonstrated strong written communication skills, attention to detail, and multitasking while managing dual responsibilities across processes.

· 1+ years of experience in Delayed Baggage Services.

· Initially hired as a CSO (Customer Support Officer) for Delayed Baggage Services of Hallmark Aviation.

· Handling Inbound call queries and contacting passengers for their Delayed Bags and providing assistance for the same.

· Trained new hires on baggage handling procedures and protocols.

· Providing assistance for the escalations raised by the clients during disrupts and assisting them accordingly by contacting the Station/Duty Managers of the respective Airports.

· Assisting VIP Guest’s queries raised on Social Media Platforms like Twitter and Facebook and reporting to the Airline Managers of the respective Airports for Aer Lingus Primarily.

· Officially Promoted to Process Mentor in November 2022.

· Submitting reports to the Manager for the tasks assigned.

· Assisting the passengers for Supervisor’s Call Back Request’s.

· Initiating claims for Passengers Delayed/Damaged Bags of Virgin Australia.

· Handling Lost and Found Claims for Virgin Australia.

· Contacting existing customers as well as prospective customers using scripts.

· Obtaining customer information and other relevant Data.

· Resolving queries and issues related to the products and services.

· Suggesting solutions based on customer’s needs and requirements.

· Worked on projects for Able Jobs, V5 Global, UpGrad, DotPe, etc.