Gopi Dhanrajani

Tele/Video underwriting -PIMS (Pre Policy Services)

• Improved customer satisfaction by addressing and resolving complaints promptly.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Created employee schedules to align coverage with forecasted demands.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Managed over 50 customer calls per day with mails.
• Set aggressive targets for employees to drive company success and strengthen motivation.

Claim Processing - Reimbursement/Cashless

• Claims Management: Oversee entire claims process, from initial filing to resolution, ensuring adherence to company policies and industry regulations.
• Review and analyze complex claims to determine coverage, liability, and settlement options with the medical team.
• Coordinate with broker,HR and insurance companies for approvals.
• Customer Interaction: Handle escalated customer inquiries and complaints, providing resolution and maintaining positive customer relationships via emails & calls.
• Collaborate with cashless teams to ensure seamless and customer-centric claims experience.
• Documentation and Reporting: Ensure accurate and thorough documentation of claims, including investigation reports, settlements, and communication with involved parties.
• Generate regular reports for management, summarizing key metrics and trends within claims department.
• Maintaining followups with insurance company for policy updates & terms & conditions.
• Weekly cooperate visits to assist employee for mediclaim process & documentation.

Ecommerce Marketing - (Flipkart, Amazon)

• Collaborated with cross-functional teams to ensure cohesive marketing approach across all channels.
• Increased online sales by developing and implementing targeted ecommerce marketing strategies.
• Improved website usability by conducting user research, analyzing feedback, and making necessary updates.
• Increased customer retention rate by developing personalized marketing campaigns and introducing loyalty programs that incentivized repeat purchases.
• Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
• Implemented effective search engine optimization techniques to increase organic site traffic and improve keyword rankings.
• Managed inventory control processes for seamless order fulfillment and customer satisfaction.

Training Coordinator

• Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
• Compiled training handbook and related course materials.
• Coordinated with department leaders to identify training needs and develop targeted solutions.
• Created and maintained detailed training records and reports for management review.
• Evaluated customer feedback regularly, incorporating insights into continuous improvement efforts across all aspects of operation.
• Developed comprehensive training programs for new hires, ensuring consistency in service quality.
• Reviewed and approved employee schedules and timesheets.
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.