DEEPA DSOUZA
Assistant Manager - Quality
Pune
Summary
Total experience of 8.5+ years with global insurance companies in the UK, EU on Property and Casualty and General insurance and for US Healthcare. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Assistant Manager - Quality
WNS Global Services
02.2023 - Current
- Handled quality for Claims and CAT Modelling process
- Handling Client feedback/escalations, finding root cause for error and providing them with action plans.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Participating in process improvement initiatives and collaborate with team mates to improve customer experience.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed strategy to reduce errors and improve accuracy.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Lead calibrations to ensure process knowledge alignment.
- Share weekly/ monthly review dashboards, performance trends, improvement areas for quality.
- Acted as delivery SPOC for various audits and made sure that process is compliant by providing various evidences and documents.
Team Leader
Tata Consultancy Services
04.2021 - 09.2022
- Effectively managing team’s governance and performance of 12 associates
- Constantly deliver on the Service Level Metrics (Adherence, Quality & TAT), as defined for the process to deliver Superior Customer Service for Property & Casualty(P&C) claims
- Maintaining Quality Management System based on Quality scores, identify areas of improvement, and provide inputs to the associates accordingly
- Was part of the pilot batch where I was part of client trainings and delivering the same to team members
- Participated in documentations with client, Root Cause, Problem-Solving sessions to get over loopholes if any in current process
- Clearly communicating team goals and deliverables, by conducting daily team briefings to update them with any process changes that impact the process
- Track and monitor associate performance against targets
- Provide feedback/ coaching to maximize performance
- Ensure clients expectations are met through coordinating with client requirements against outputs from internal stakeholder
- Investigate and resolve job-related task issues and handle issues appropriately until resolved
- Coordinate with clients and internal partners to find mutual solution to problems on challenging situations
- Compile and maintain client specific reports, creating and updating SOP and maintaining update tracker
- Reporting, tracking dashboards and maintaining employee records.
Senior Associate
WNS Global Services
05.2019 - 04.2021
- SPOC for managing and allocating work to associates maintaining TAT & SLA
- Processing new claims and Notification only claims received from clients
- Working on Electronic Claim Files (ECF)
- Calling and coordinating with insurance companies and loss adjusters in order to provide updates to clients
- Filling and forward Payment request form with 100% accuracy to the payment release team
- Setting up diaries in order to take updates from insurance companies and loss adjusters
- Processing claim settlements and closures after instructions from insurance companies and loss adjusters
- Working on Bordeaux reports
- Analyzing type of claim, policy period, risk covered accordingly while setting up the claim
- Sending acknowledgment to notifications received from clients regarding their claim
- Ensuring proper data protection and data privacy procedures being followed when handling personal information
- Liaising with internal and external stakeholders for settlements
- Dealing with requests and inquiries from solicitors and insurers
- Continually worked to enhance my set of communication skills and strategies.
Senior Associate
Advantage Health care
02.2019 - 04.2019
- Process Healthcare claims
- Coordinating with healthcare providers.
Senior Associate
Automatic Data Processing, Inc. (ADP) & Conduent Business, LLC
01.2014 - 10.2018
- Providing On the Job Training to new colleagues & providing floor support
- Handling projects & complex tasks
- Upskilling my process knowledge by understanding and working with teams across functions
- Filing claims for clients
- Working on denial’s and getting the bills cleared by coordinating with insurance companies
- Process Healthcare & Dependent care claims
- Responsible for providing the most reliable and efficient service
- Working on Specialized & penalty clients
- Responsible for achieving timelines, productivity and accuracy
- Worked well independently and on a team to solve problems.
Education
MBA - Human Resource Management
University Institute of Management
Jabalpur 07.2009 - 06.2011
B.COM -
St. Aloysius College
Jabalpur 07.2006 - 04.2009
SSC -
St. Joseph’s Convent Girls School
Jabalpur 03.2005 - 05.2006
HSC -
St. Joseph’s Convent Girls School
Jabalpur 03.2004 - 05.2005
Skills
Leadership and Teamworkundefined
Rewards Recognition
- Employee of the month received from Client for best performance and query handling.
- Received 12 Star of the Month & Spot Awards for achieving highest productivity with 100% Quality during peak time.
- Recognized for achieving 100% Quality consistently.
Personal Information
- Date of Birth: 05/09/1987
- Marital Status: Married
Timeline
Assistant Manager - Quality
WNS Global Services
02.2023 - Current
Team Leader
Tata Consultancy Services
04.2021 - 09.2022
Senior Associate
WNS Global Services
05.2019 - 04.2021
Senior Associate
Advantage Health care
02.2019 - 04.2019
Senior Associate
Automatic Data Processing, Inc. (ADP) & Conduent Business, LLC
01.2014 - 10.2018
MBA - Human Resource Management
University Institute of Management
07.2009 - 06.2011
B.COM -
St. Aloysius College
07.2006 - 04.2009
SSC -
St. Joseph’s Convent Girls School
03.2005 - 05.2006
HSC -
St. Joseph’s Convent Girls School
03.2004 - 05.2005
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