Anjali Sharath

• Provided customer support as a Team Lead at Varo Bank, a U.S.-based digital banking platform, leading support operations, guiding team performance, and ensuring high standards of customer satisfaction and service quality.
• Lead, managed, and mentored a team of customer support associates, while monitoring daily performance metrics, including productivity, quality, customer satisfaction (CSAT), attendance, and schedule adherence.
• Conducted regular team huddles, coaching sessions, and performance reviews to support employee development and improve overall team performance.
• Effectively handled customer and process escalations while maintaining service quality in a fast-paced environment. Experienced in setting performance goals, tracking team KPIs, and driving results through strong organisational, communication, multitasking, and problem-solving skills.
• Provided ongoing guidance, coaching, and training to team members, helping them develop their skills, build confidence, and perform effectively in their roles.
• Prepared and shared regular performance updates with senior management, highlighting team achievements, key challenges, progress, and goals.

Contact Person

Name: Mr. Aryan (Manager) Number: 8152065142

Senior Associate - Claim Handler (Claim Processing)

Dec 2023 - Nov 2024

• Reviewed and audited customer, policy, and claims data for accuracy, completeness, and eligibility before processing, ensuring compliance with established guidelines and procedures. Worked in this role for one year, gaining hands-on experience in reviewing customer records, verifying policy details, and ensuring accurate claims processing.
• Processed and managed customer claims for partner companies, including Zomato, Rapido, Blinkit, Ola, and Urban Company. Handled outpatient (OPD) claims related to both medical illnesses and accidental injuries, ensuring accurate and timely processing.
• Investigated discrepancies and exceptions by researching customer, policy, and transaction information to determine accurate outcomes.
• Handled escalated cases by conducting thorough research, identifying discrepancies and coordinating with internal teams to achieve timely resolutions.

Team Lead (Claims Operations)

Nov 2024 - Sep 2025

• Tracked daily case volumes and team progress using excel sheets, monitoring completed, pending and targets cases.
• Planned and communicated daily targets to help claim handlers complete assigned volumes within the required timelines.
• Conducted team huddles and performance discussions to review KPIs, identify gaps and agree on actions to improve productivity and quality.
• Handles customer escalation calls when customers were dissatisfied with the information or resolution provided by claim handlers explained the final decision and next step clearly.
• Attended Stake holders discussions during high- volume periods to align on incoming case volumes, daily capacity and month end completeion targets.
• Monitored workload and progress throughout the day, followed up on pending cases and supported the team in meeting operational goals.
• Coordinated with claim handlers and internal stakeholders to resolve complex cases and maintain a consistent customer experience.

Contact Person

Name: Mohammed Asif (Manager) Number: 9844887588

• Conducted Background Verification (BGV) checks for candidates across North America.
• Conducted reference checks to validate candidates' professional background and employment history.

• Inside Sales Representatives and Customer Relationship management.
• Adapted sales techniques to specific customers and promoted products based on individualized customer needs.