Deeksha Soni
Gurugram
Summary
Dedicated and results-driven Customer Support Professional with over 10 years of experience in the BFSI (Banking, Financial Services, and Insurance) industry. Adept at managing and resolving customer complaints, ensuring customer satisfaction, and maintaining process compliance within dynamic and high-pressure environments. Demonstrated expertise in pension and retirement benefits administration, policy servicing, and client relationship management. Proven ability to train and onboard new employees while upholding organizational goals and service-level agreements (SLAs).
Overview
10
10
years of professional experience
Work History
Plan Administration
APTIA GROUP INDIA PVT LTD (Previously MERCER)
Gurgaon
05.2020 - Current
- Working on DB and DC benefits, which include manual and automatic calculation.g manual and automated calculations.
- Actively trained the team and guided them through deeper levels of analysis, including conducting quality checks on their work to ensure accuracy, consistency, and performance improvement.
- Handled daily client service activities including customer KYC verifications, plan amendments, funding transactions, payments, and retirement payoffs.
- Ensured timely and accurate communication with clients through inbound/outbound calls and emails.
- Monitored compliance with operational controls, risk checks, and internal procedures.
- Worked in a target-oriented environment, assisting in client retention and identifying cross-sell opportunities
- Coordinated with multiple actuaries for seamless service delivery and issue resolution.
- Completed my APE certification i.e Awards in Pension Essentials.
05.2020 - Current
Insurance Associate
METLIFE
Jaipur
08.2019 - 05.2020
- Handling queries from US clients regarding their Insurance Policies and doing the needful to settle the queries.
- Understanding of front-to-back workflow associated with Structured Products.
- Be able to draw on product and process knowledge to resolve issues and / or escalate when necessary.
- Systematize workload within tight time frames and enable the team to work effectively under pressure situations.
- Monitor volume inflow and ensure sufficient resource and workflow allocation in a justifiable manner.
- Involved in taking team huddles regarding new updates in the process.
PROCESS ASSOCIATE
GENPACT INDIA PVT LTD
Jaipur
04.2015 - 11.2017
- Responsible for managing calls with clients.
- Understanding customer requirement in the geography assigned.
- Responsible for on-time uploading of reports.
- Ensured all the necessary steps were followed by the colleagues for data security.
- Training & assisting new colleagues in the team.
- Attendance and Leave Management of the colleagues.
- Maintaining a calendar of events for effective long-term planning & management.
- Responsible for sending emails to UK based customers.
Education
Masters of Commerce -
University of Rajasthan
JAIPUR06.2016
Bachelor of Commerce -
University of Rajasthan
JAIPUR04.2014
Skills
- Communication
- Interpersonal Skills
- Complaint Resolution
- Teamwork
- Quality assurance
- Payment processing
- Regulatory compliance
- KYC verification
- Problem solving
- Reporting
- Adaptability
- Flexibility
- Time management
- Multitasking
Additional Information
Volunteer Activities, Received the Bronze Award for two times, Won Group Dance competition in Annual Bash, Part of an NGO for 2 years where working as a volunteer.
Hobbies and Interests
- Music
- Reading
- Dancing
Timeline
Plan Administration
APTIA GROUP INDIA PVT LTD (Previously MERCER)
05.2020 - Current
05.2020 - Current
Insurance Associate
METLIFE
08.2019 - 05.2020
PROCESS ASSOCIATE
GENPACT INDIA PVT LTD
04.2015 - 11.2017
Masters of Commerce -
University of Rajasthan
Bachelor of Commerce -
University of Rajasthan
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