Apoorva Pai
Ernakulam
Summary
Flexible customer service professional with 4 years of success in resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and arranging appropriate service. Supportive team player, well-versed in providing helpful service across multiple platforms to retain clients.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Dynamed Healthcare Solutions Pvt Ltd
03.2023 - Current
- Coordinated and facilitated seamless booking of outpatient appointments, ensuring accurate scheduling for patients.
- Handled appointment modifications and cancellations with efficiency, improving the overall patient experience.
- Addressed patient inquiries regarding appointments, medical procedures, insurance details, and facility information, offering clear and empathetic support.
- Acted as a primary point of contact for patients, consistently providing professional, friendly, and attentive service.
- Resolved patient concerns and issues with patience and professionalism, ensuring high levels of satisfaction and trust.
- Acted as a brand ambassador by consistently upholding the organization's values and commitment to excellent service.
- Promoted a positive image of the healthcare facility through every interaction, enhancing patient loyalty and fostering a welcoming environment.
Customer Support Specialists
Speridian Technologies
05.2023 - 12.2023
- Implemented successful cold calling strategies to initiate partnerships with leading healthcare organizations, demonstrating strong communication and negotiation skills.
- Effectively conveyed the value proposition of our services, resulting in strategic collaborations that enhanced the company's standing in the healthcare sector.
Sr. Executive - Service Desk
Microland
01.2022 - 11.2022
- Receives and handles requests in house calls and emails for service, following agreed procedures.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Escalates complex or unresolved incidents.
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Customer Service Associate
Sutherland Global Services
08.2020 - 01.2022
- provided world-class reactive and troubleshooting assistance via inbound calls on Anti-virus and Malware infections remediation.
- Logging issues and documenting all associated case activities on ticket tracking system and escalate issues to Tier 2 if required.
- Perform daily review of all open cases, follow up and update or request additional information from customers.
- Manage case escalation process by gathering all required files, logs, etc., and communicating to Tier2 and management cases that require immediate attention.
Customer Service Associate
Allianz Technology
09.2017 - 05.2019
- Review and process new claims reports.
- Analyze and investigate complicated insurance claims to help prevent fraud.
- Uphold relationships and communication with insurance departments and clients.
- Negotiate settlements.
- Resolve claims in a timely manner.
Education
Bachelors in Commerce -
Sri Aurobindo First Grade College For Women
2016
PU -
Sri Aurobindo PU College
2013
Skills
- Service desk assisting
- Troubleshooting
- Phone Support
- Technical support services
- Strong Verbal Communication
- Excellent organizational skills
- Claims processing
- Call control
- Excellent Microsoft Office Skills
- Payment updation
- VMWare
- Appointment booking
Languages
English
Advanced
C1
Hindi
Upper Intermediate
B2
Kannada
Advanced
C1
Malayalam
Elementary
A2
Konkani
Advanced
C1
English
Bilingual or Proficient (C2)
Education
other,other
Timeline
Customer Support Specialists
Speridian Technologies
05.2023 - 12.2023
Senior Customer Service Representative
Dynamed Healthcare Solutions Pvt Ltd
03.2023 - Current
Sr. Executive - Service Desk
Microland
01.2022 - 11.2022
Customer Service Associate
Sutherland Global Services
08.2020 - 01.2022
Customer Service Associate
Allianz Technology
09.2017 - 05.2019
PU -
Sri Aurobindo PU College
Bachelors in Commerce -
Sri Aurobindo First Grade College For Women
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