ARUN SASEEDHARAN

Handling a portfolio of 70+ accounts in the SMB / Mid-Market category of organizations with a total GWP worth > 9Cr INR.

• Stabilized accounts with broken service delivery/experiences by installing the right corrective measures & regained trust in using the platform.
• Created SOPs / quick guides / one-pagers for the team to drive the execution of various activities such as customer onboarding & retention, cross-sells and tool implementation.
• Worked on the testing of ticket-creating tool implementation to channel & streamline the account management team's involvement in the support process.
• Provided primary customer support to internal and external customers.
• Updated account information to maintain customer records.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Handled high-burning escalations with full ownership by coordinating with internal teams & the right communication strategies.

• Handled multiple sub-processes of an international payer account that deliver claim adjudication & validation services for global expatriate insurance plans
• Improved the overall productivity, TAT & Quality SLA metrics performance from 66.6% to 100% with an annual KPI attainment of 98.02% through effective allocation of tasks & team empowerment.
• Timely handling of resolutions on client escalations resulted in an annual PAT score of 172% in terms of partnership with customers.

• Understanding of B2C marketing & developed aplan to increase digital footprints
• Key Tasks: Website auditing, content creation, feedbackmanagement, social media content & SEO research, NPSsurvey analysis and learning competitor strategy.

• Healthcare platform to build a cloud-based digital ecosystem for patients & doctors
• Hold live demos to doctors & patients on various features & utilities of the apps
• Handled the B2B & B2C marketing activities for the 3 different applications to cater patients, doctors & admin
• Increased the reach & sales of the product to two fold within one year & reduced various consumer gaps
• Contact : -Raghu V T - CEO +91 8722331155