Amandeep Singh Ahadi

* Providing Emergency Breakdown services to customers who own TATA motors passenger vehicle (SUV, Hatchback & sedan).
* Handled Mail Desks with low escalation and accuracy.
* Experience of Real Time CMS Monitoring / Siebel.

* Customers call for assistance in case they face issues with the vehicle or breakdown situations.
* Handling Inbound calls and register case of the vehicle with issues in Siebel application including all details of customer.
* Arranging mechanic or towing assistance for the vehicle all over India.
* Capturing complete details from mechanic regarding issues of the vehicle and diagnosis provided for the same.
* Coordination with Client Support for Customer Issues.

* Mails sent for TATA Premium breakdown vehicles and for Tata Support desk to dealership and need to close loop the time vehicle not delivered to customer.

* A 1 year and 8 months experience as an senior service advisor role.
* Assisting Flipkart plus customer over mails and calls for large category products.
* Providing live updates as mediator between customers and courier service vendors.

• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Mentored junior associates, fostering professional growth and helping them reach their full potential.

· Assessing Claims: Reviewing motor insurance claims submitted by policyholders. This includes evaluating the extent of damage, verifying coverage, and determining liability.

· Investigating Accidents: Conducting thorough investigations to understand the circumstances of accidents or incidents. Gathering evidence, interviewing involved parties, and assessing fault.

· Policy Interpretation and Documentation: Understanding Policies: Interpreting insurance policies to determine coverage limits, exclusions, and deductibles.

· Documenting Claims: Maintaining accurate records of claims, including relevant documentation, correspondence, and claim details.

· Communication and Customer Service:

· Client Interaction: Communicating with policyholders, claimants, and other stakeholders. Providing updates on claim status, answering queries, and addressing concerns.

· Claim validation: and arrange repairs for Insured’s and Other Parties vehicles. Worked on inbound queue and assisted insured with towing, repairs of the vehicle. Assigning activities to appropriate teams such as Recoveries, Settlements, Litigations etc., as required

· Payments: Make cash settlement payments, reimbursements with outbound calls

· Assisting team on clarifications, providing floor support assisting team leader on maintaining and updating reports. Also helping manager with the activities assigned to him for approval

· Allocating claims to team daily for production

· Driving productivity for team by differentiating bucket’s

· Processing surprise audit for team members to make sure we process error free claims

· Arranging calibration with quality team along with team meetings in order to improve quality

· Fraud Detection and Prevention:

· Identifying Red Flags: Recognizing potential fraudulent claims and taking necessary steps to investigate further.

· Reporting Suspicious Activity: Reporting any suspicious or irregular claims to management or anti-fraud units.

· Timely Resolution and Customer Satisfaction:

· Efficient Processing: Ensuring claims are processed promptly and accurately.

· Customer-Centric Approach: Focusing on customer satisfaction by providing empathetic and efficient service.

· Proficiency in Motor Claims: Conducting process training for the new research joiners (OJT Team). Working on the i-case work application for testing and development of application inside process to track the customer complaints in a better way. Provided (RCA)root cause analysis and articulate improvement opportunities with Senior Management. Along with daily individual target worked on escalated cases assigned by legal and senior management team. Submitted process improvement and change requests through Change Control Board. Identified opportunities for automation and submitted change controls for process improvement. Prepared response verbiages, which are used by associates from all the sites which improved the quality of response letters.