Deepali Kashyap
Mumbai
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
9
9
years of professional experience
Work History
Analyst
Wills Towers Watson-WTW
03.2024 - Current
- Support Assistant, Client Advocates, and Client Advocates throughout the entire policy renewal cycle.
- Act as a bridge between client-facing teams and internal departments (Certificates, Billing, Policy Detailing, etc.).
- Coordinate documentation, updates, and interdepartmental communication to ensure timely renewals.
- Identify bottlenecks, and proactively resolve issues to deliver seamless client experiences.
- Maintain high standards of service through clear communication, and strong attention to detail.
Business Analyst
Accenture
12.2017 - 02.2024
- Handled backend email and ticket support for a leading hospitality client, managing queries on bookings, cancellations, refunds, and general concerns.
- Maintained accuracy and timely resolution, while ensuring a professional and empathetic customer experience.
- Supported a U.S.-based healthcare client with supplier payment queries, including invoices, payment status, and discrepancies.
- Played an integral role in the setup of the process during its launch phase.
- Helped develop SOPs, training materials, and implemented process improvements.
- Acted as the key point of contact between internal teams and clients, streamlining operations, and maintaining SLA compliance.
Sr. Process Associate-Healthcare Claims Support
Wipro
Mumbai
10.2016 - 12.2017
- Managed high-volume inbound calls from members, providers, and third-party representatives regarding healthcare claims, eligibility, and billing inquiries.
- Provided accurate and timely information on policy coverage, deductibles, co-pays, and out-of-pocket limits, while adhering to HIPAA regulations.
- Assisted members in understanding the Explanation of Benefits (EOB), and guided them through complex claims resolution processes.
- Collaborated with internal teams, such as claims processing, billing, and provider relations, to resolve escalations.
- Maintained detailed call logs and case notes using CRM and claims management systems.
- Met SLAs and quality assurance standards while delivering empathetic, professional service.
- Trained new hires on call handling procedures, system usage, and healthcare terminology.
Education
Bachelor's Degree - Accounting and Finance
Gurukul College of Communication
Mumbai01.2016
Skills
- Strong communication and interpersonal skills
- Customer relationship management
- Multitasking and time management
- Problem solving and conflict resolution
- Knowledge of the US Healthcare processes and terminology
- Familiar with CRM tools and ticketing systems
- Attention to detail and process orientation
- Team collaboration and coordination
- Process improvement
- Policy management
- Effective communication
- Issue identification
- Finance
Disclaimer
Thereby declare that all the above information furnished is true to the best of my knowledge & belief.
Languages
- English, Advanced
- Hindi, C2
- Marathi, B
- Gujarati, A2
Timeline
Analyst
Wills Towers Watson-WTW
03.2024 - Current
Business Analyst
Accenture
12.2017 - 02.2024
Sr. Process Associate-Healthcare Claims Support
Wipro
10.2016 - 12.2017
Bachelor's Degree - Accounting and Finance
Gurukul College of Communication
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