Deepak Gupta
Sr. Customer Support Executive
Lucknow
Summary
Results-driven professional with 10+ years of experience in management, customer service, and digital marketing, supporting both international (US & UK) and domestic clients. Strong communicator proficient in addressing client inquiries with exceptional organizational skills. Adept at multitasking to meet deadlines and fulfill customer needs while adhering to company policies and procedures.
Overview
17
17
years of professional experience
Work History
Claims Support Executive
Loop Health
03.2023 - Current
- Provided high-quality customer support by managing and resolving inquiries across multiple channels including phone, email, and chat, ensuring a seamless customer experience for health insurance claims.
- Acted as the primary liaison between clients, insurers, and Third-Party Administrators (TPAs) to ensure smooth claim processing and timely resolutions.
- Delivered technical assistance to clients using claims-related software, addressing both system issues and user challenges to improve platform usability.
- Sent regular follow-ups to clients regarding claim status, keeping them informed about the progress through personalized email communications.
- Collaborated with the product development team by gathering client feedback and suggesting system improvements based on recurring issues.
Sr. Customer Care Executive
BDeveloper
06.2015 - 11.2022
- Responsible for interacting with the International clients and solving their queries.
- Oversaw team which provided services like Invoicing, Shipping, Digital Marketing, e-commerce & Customer Service.
- Identified and evaluated opportunities improving the process and customer experience.
- Analyzed customer needs and made arrangements adhering to company policies.
Sr. Associate
WNS Global Services
10.2011 - 03.2014
- Assisted customers with hotel, car, and flight reservations through phone-based support, addressing a wide range of booking-related inquiries.
- Utilized comprehensive knowledge of travel destinations to recommend personalized vacation packages that matched clients' budgets and preferences.
- Coordinated with airlines, hotels, and internal teams to resolve complex booking issues, ensuring that customers experienced minimal disruption to their travel plans.
- Identified opportunities to up sell vacation packages and additional travel services, contributing to revenue growth.
- Handled escalations and complaints, ensuring that all issues were resolved in accordance with company policies, maintaining a high level of customer retention.
Customer Support Executive
HCL Technologies
07.2008 - 02.2010
- Led the creation and execution of projects based on customer requirements, ensuring that each project was tailored to meet the specific needs and expectations of the client.
- Efficiently scheduled appointments with field engineers, ensuring that customer service requests were addressed in a timely manner.
- .Conducted follow-up calls with customers to gather feedback on service quality, using insights to improve future interactions and processes.
- Managed and processed engineers’ payouts, ensuring accuracy and compliance with company policies and financial guidelines.
Process Associate
Genpact
06.2007 - 08.2008
- Processed claims submitted by doctors, ensuring accurate and timely handling.
- Assessed and identified duplicate claims for proper evaluation.
- Maintained detailed records of checks issued to doctors.
Education
Bachelor of Science - Zoology
University Of Lucknow
Lucknow 04.2001 -
Skills
Software troubleshooting
Customer service understanding
Documentation skills
Communications support
Training and mentoring
Customer service expertise
Quality controls
Problem-solving skills
Customer service excellence
Upselling techniques
Timeline
Claims Support Executive
Loop Health
03.2023 - Current
Sr. Customer Care Executive
BDeveloper
06.2015 - 11.2022
Sr. Associate
WNS Global Services
10.2011 - 03.2014
Customer Support Executive
HCL Technologies
07.2008 - 02.2010
Process Associate
Genpact
06.2007 - 08.2008
Bachelor of Science - Zoology
University Of Lucknow
04.2001 -
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