Ekta Jha
Bangalore
Summary
Strategic Customer Success and Onboarding Leader with a proven track record in high-growth environments across SaaS, health tech, fintech, and insurance. At Plum HQ, I led initiatives in claims processing, customer onboarding, and relationship management, consistently driving customer satisfaction and retention. Skilled in building and managing high-performing teams, I excel in aligning cross-functional efforts to deliver seamless client experiences. Recognized for improving operational efficiency and surpassing KPIs through targeted training, process optimization, and a strong focus on compliance, and service quality.
Overview
8
8
years of professional experience
Work History
Lead-Onboarding-Customer Success
Plum Benefits
Bangalore
06.2025 - Current
- Completed daily tasks efficiently, ensuring seamless operations.
- Collaborated with cross-functional teams to resolve product issues and achieve business objectives.
- Assessed customer needs promptly, ensuring satisfaction and timely resolutions.
- Promoted collaboration across departments to consistently exceed performance targets.
- Developed SOPs to streamline onboarding processes and enhance efficiency.
- Coordinated with insurers for policy issuance through regular updates.
- Led training sessions to motivate team members and improve skills.
- Drove initiatives achieving 100% Net Promoter Score (NPS) for exceptional customer satisfaction.
Lead-Claims-Customer Success
Plum Benefits
Bangalore
06.2023 - 05.2024
- Drove initiatives that resulted in a 100% Net Promoter Score (NPS), reflecting exceptional customer satisfaction.
- Oversaw team activities to ensure the timely and successful completion of project milestones.
- Motivated and guided team members to consistently meet and exceed key performance indicators (KPIs).
- Collaborated across the team to achieve project objectives within set deadlines.
- Assigned and tracked daily cases, streamlining workflow, and enhancing operational efficiency through effective reporting.
- Contributed innovative ideas that significantly improved team performance and outcomes.
Associate
Plum Benefits
Bangalore
07.2022 - 05.2023
- Efficiently managed the end-to-end claims reimbursement process to ensure timely settlements.
Facilitated secure post-discharge document collection through portal login access for patients.
Guided customers in uploading required documents via WhatsApp link after insurance selection.
* Scrutinized submitted documents for accuracy and compliance before forwarding them to the insurer.
Promptly requested additional documentation when needed, maintaining clear and timely communication with customers.
* Reviewed insurer queries for admissibility, and coordinated updates or clarifications with customers.
* Monitored claim statuses, communicated settlement outcomes, and explained any deductions based on policy terms.
Ensured high customer satisfaction post-settlement by verifying credited amounts, and collecting feedback for continuous improvement.
Relationship Manager
Simplilearn
11.2021 - 06.2022
- Company Overview: One of the world's leading providers of online training for Digital Marketing, Cloud Computing, Project Management, Data Science, IT, Software Development, and many other emerging technologies.
- Serve as the lead point of contact for all customer account management matters.
- Build and maintain strong, long-lasting client relationships.
- Negotiate contracts and close agreements to maximize profits.
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
- Prepare reports on account status.
- Collaborate with sales team to identify and grow opportunities within territory.
- Assist with challenging client requests or issue escalations as needed.
- One of the world's leading providers of online training for Digital Marketing, Cloud Computing, Project Management, Data Science, IT, Software Development, and many other emerging technologies.
Business Development
Byju's - The Learning App
09.2020 - 10.2021
- Company Overview: BYJUS is the world's most valuable ed-tech company and the creator of India's most loved school learning app which offers highly adaptive, engaging and effective learning programs for students in classes 1 -12 (K12) and competitive exams like JEE, NEET, CAT, and IAS. Today, the app has over 40 million registered students and 2.4 million annual paid subscriptions.
- This is an individual contributor role in an employee-oriented, high performance environment that emphasizes on spreading the BYJU's unique way of learning in your city.
- My focus was on contacting potential customers (parents and students) to set up meetings, counsel the students on the BYJU's unique way of learning and convert them into premium subscribers in your designated zones.
- BYJUS is the world's most valuable ed-tech company and the creator of India's most loved school learning app which offers highly adaptive, engaging and effective learning programs for students in classes 1 -12 (K12) and competitive exams like JEE, NEET, CAT, and IAS. Today, the app has over 40 million registered students and 2.4 million annual paid subscriptions.
Admission Manager
National Academy Of Media And Events
05.2018 - 03.2020
- Company Overview: National Academy of Media & Events is a Kolkata based Institute that offers Industry-focused education to produce trained, world-class professionals for the evolving event and entertainment Industry.
- Call all the prospective data for admission.
- Data Management of leads.
- Make an appointment with students for counselling.
- Coordinate with the counsellor for further follow-up.
- Coordinate with the franchise team.
- Provide training to our franchise team.
- Tie Up with event management companies for the student's placements-Abybaby Events private Limited, Panshi Events, Edge Events & Promotions, Real show, The Party People, Autogram, Wonderz Entertainment, Zoot Digital, Green Entertainment Production, Red launchers Events, CJS.
- Bringing new companies on-board for association.
- Conducting 1-1 meeting with event managers.
- National Academy of Media & Events is a Kolkata based Institute that offers Industry-focused education to produce trained, world-class professionals for the evolving event and entertainment Industry.
Marketing and Sales Executive
OneX Solutions pvt. Ltd.
05.2017 - 04.2018
- Company Overview: Onex Solutions is a leading company in mobile messaging services, enabling businesses to connect with their customers, wherever they maybe. We empower start-ups, small to medium businesses and large enterprises to connect, interact and transact with over 85% of the India's population, across multiple mobile network providers.
- Social Marketing of product.
- Managing the client data.
- Conducting meetings with new and existing clients.
- Attending the BNI meetings.
- Attending the corporate seminar.
- Provide training to our franchisee Team.
- Manage all the coordination work as back office support for our franchise team.
- Manage weekly reports.
- Onex Solutions is a leading company in mobile messaging services, enabling businesses to connect with their customers, wherever they maybe. We empower start-ups, small to medium businesses and large enterprises to connect, interact and transact with over 85% of the India's population, across multiple mobile network providers.
Education
Post Graduate Diploma - Marketing and Sales Management
St. Xavier's College
Kolkata01.2019
Bachelor of Commerce - Accounting and Finance
Bhawanipur Education Society College
Kolkata01.2017
Intermediate -
Mount Carmel School
Bhagalpur01.2012
Skills
- Windows operating systems, Microsoft Office suite, claims processing, technical support, relationship management, customer onboarding, document compliance, account oversight, training and development, KPI analysis, team leadership, quality assurance, escalation handling
- Customer success and support: claims processing, technical support, escalation handling, customer onboarding, relationship management, and account oversight
- Compliance and quality: document compliance, quality assurance, KPI analysis
- Leadership and development: team leadership, training and development, performance coaching
Languages
- English
- Hindi
Trainings
- Conducted on-the-job training (OJT) sessions for new joiners to ensure smooth onboarding and process understanding
- Delivered monthly subject matter expert (SME) sessions on processes and products to departmental batches for knowledge enhancement
- Facilitated monthly soft skills training sessions for the entire department, promoting effective communication, and professional development
Affiliations
- • Hardworking – Committed to excellence with a strong work ethic, consistently going above and beyond (8 hours a day, 5 days a week).
- Persuasive Communicator – Skilled at influencing and driving consensus through clear, confident communication.
- Motivator & Optimist – Naturally inspires and uplifts teams with a positive mindset and solution-focused approach.
WHY SHOULD YOU HIRE ME?
- Excellent communication and persuasion skills – possess strong verbal and written communication abilities, with a natural talent for convincing and influencing others
- Quick Learner & Enthusiastic – Highly motivated to learn new concepts with the ability to grasp and apply them rapidly.
- Creative & Innovative Thinker – Consistently brings fresh ideas and solutions to improve processes and outcomes.
- Self-Motivated – Driven by internal goals, takes initiative, and delivers results with minimal supervision
Timeline
Lead-Onboarding-Customer Success
Plum Benefits
06.2025 - Current
Lead-Claims-Customer Success
Plum Benefits
06.2023 - 05.2024
Associate
Plum Benefits
07.2022 - 05.2023
Relationship Manager
Simplilearn
11.2021 - 06.2022
Business Development
Byju's - The Learning App
09.2020 - 10.2021
Admission Manager
National Academy Of Media And Events
05.2018 - 03.2020
Marketing and Sales Executive
OneX Solutions pvt. Ltd.
05.2017 - 04.2018
Post Graduate Diploma - Marketing and Sales Management
St. Xavier's College
Bachelor of Commerce - Accounting and Finance
Bhawanipur Education Society College
Intermediate -
Mount Carmel School
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