Reading Novels
Farheen Bano
Senior Claims Handler and process trainer
Bangalore,Karnataka
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Willingness to take on added responsibilities to meet team goals.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Detail-oriented team player with strong organizational skills.
- Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
5
5
Certifications
1
1
Language
Work History
Senior Claims Handler and Aux Trainer
WNS Global Services, Zurich Insurance
Bangalore
05.2019 - 03.2023
- Worked as a claims handler for UK based insurance company
- Researched claims and incident information to deliver solutions and resolve problems.
- Analyzed information gathered by investigation and report findings and recommendations.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Followed up with insured individuals regarding premium and deductibles payments.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Ensuring proper business practices are followed and aligned with legal and regulatory guidelines
- Dealing with the file end to end from day-1 till the file is closed
- Keeping the Policy Holders updated about the progression of the claim
- Identifying fraud on file and taking necessary actions to avoid pay out on fraud files
- Completing the given task with in the time frame so that there is no extra costs paid out on the file to avoid Litigations and Portal exits
- Handling queries from Policy Holders Law firms and Solicitors
- Ensure the team is within the TAT provided to complete the given task and ensure 100% quality work is done
- Make sure all the recent updates and information is passed on to the team in order to avoid any escalations
- Manage the process training for newly hired batch
- Conduct the training on topics to improvise on the quality scores for the team
- Ensure all the trainees clear their Accreditations and have cleared their nesting period with good quality scores
- Setting up the Product Knowledge Test and conduct refreshers on topics related to process as and when required
- Designed training manuals to hand out to groups during training.
- Created content for various training programs.
- Observed office settings to determine soft skills needs before presenting.
- Applied interpersonal and motivational skills to facilitate program engagement and promote adherence to principles taught during training.
- Monitored outcomes and general level of success of training and reported findings to management.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Tracked attendance and evaluated progress for assigned trainees.
- Identified and recommended staff for key positions and departments.
- Analyzed team performance and identified opportunities for additional training.
- Developed effective training plans based on department needs and objectives.
- Encourage the team to input their ideas to improvise the process
- Worked in collaboration with Change management team to improvise the process related to payments and productivity
- Shared ideas with stake holders, collaborated with executives, department heads, and front-line employees to develop and
- Execute a change management plan for a new payments process
- Successfully addressed resistance by conducting workshops, providing training, and establishing open communication channels, resulting in a smooth transition, increased claims productivity and made payments easier for all the offshore employees
- Facilitated regular meetings with cross-functional teams to gather feedback, address concerns, and ensure alignment during a company-wide cultural transformation initiative.
Senior Customer Service Representative
First Source For AGL
Bangalore
02.2018 - 10.2018
- Handled customers queries and making changes the car insurance policies as per the customers Requirement
- Simplified the process and removed repeated tasks by working on various projects within the team
- Dealing with payments and explaining about the procedure for non-payment on the policies
- Handling escalations
- Resolve all the customers issues over the call.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Technical Support Representative
Concentrix- Apple Process
Bangalore
05.2017 - 01.2018
- Inbound calls for APAC region) Accountabilities
- Handle customer inquiries complaints, questions related to billing and service requests
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Floor support for new joiners
- Troubleshooting iOS and MAC OS related issues
- Software installation and maintenance
- Assisting users on the Process updates and activities
- Taking remote access and troubleshooting with iOS related issues on windows as well as MAC OS
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
Education
Bachelor of Science Smt -
Skills
An astute professional with over 05 years of experience in Client Servicing
Change managementPerformance ImprovementSLA Management Intermediate in MS office Process ManagementTeam Development & Training
Proficient in streamlining processes and training systems with in-depth understanding and continuous optimization of individual KPI's SLA’s objectives and targetsKnown for identifying risk elements related to operations and place mitigating actionStrong ability to isolate problems and drive business strategies decisions and solutions with a track record as a change agent and transformative force inOrganizational and operational improvementsPossess problem-solving and technical troubleshooting skillsCollaborated with change management team to improvise the processClaims investigation and research
Claims reports and documentation
Clear and effective communication
Staff development and training
Certification
Basic Leans of Six Sigma
Accomplishments
- Awarded as the Best CSR of the Team and as the Front-Line
- Awarded as the Best CSR of the Team and as the Front-Line Executive.
- Received award for successfully completing the WCT training.
- Awarded as the best performer for managing the escalations and meeting the SLA’s.
- Successfully improved the quality scores of the team by adding brain wave ideas.
- Drove process improvements and gained efficiency of the team by ideating drive conducted in the team.
- Supervised team of 20 staff members.
- Achieved 100% by successfully completing the training with accuracy and efficiency.
- Collaborated with onshore staff in the development of payments to be made to the suppliers.
- Achieved a good number of results through effectively helping with payments to be raised to both onshore and offshore staff.
Interests
Travelling
Exploring new things
Cooking
Art
Photography
Reading Books related to Self Development
improvising on knowledge skills
Help in controlling our life
Helps to improve focus, memory and communication skills
Reduce stress and teaches us to calm and patient in every situation
Helps in handling sensitive and critical situations in personal and professional life.
Timeline
Senior Claims Handler and Aux Trainer - WNS Global Services, Zurich Insurance
05.2019 - 03.2023
Senior Customer Service Representative - First Source For AGL
02.2018 - 10.2018
Technical Support Representative - Concentrix- Apple Process
05.2017 - 01.2018
VHD Central Institute of Home Science - Bachelor of Science Smt,