AYUSHI ARYA

• Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
• Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
• Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
• Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.

Additional Responsibility – Team Management (Interim Role)

• Handled team management responsibilities for a certain period to support daily operations.
• Assigned and tracked tasks to team members to ensure timely case resolution.
• Assisted in managing workload distribution during peak volumes.

• Listened to customers' questions and concerns to provide answers or responses.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

• 2 years and 4 months of experience in Health and Welfare -Claims and Appeals
• Entered data into computer tracking system and filed paperwork according to procedures.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked flexible hours across night, weekend and holiday shifts.
• Organized and detail-oriented with a strong work ethic.
• Paid attention to detail while completing assignments.
• Excellent communication skills, both verbal and written.