Goutham KP
Trivandrum
Summary
Accomplished Service Support & Claims Professional with over 3 years of international experience across India, Dubai, and the Australian market. Currently a Service Support Manager at Gallagher, I possess a deep understanding of global corporate standards, team leadership, and service level optimization. Leveraging a specialized background with the Allianz Single Vehicle Team, I bring direct expertise in Australian motor insurance claims, liability assessment, and regulatory compliance.
Proven track record in high-stakes environments, including debt recovery operations in Dubai, where I mastered complex negotiations and conflict resolution. A highly adaptable professional committed to delivering exceptional customer outcomes and operational excellence within the Australian financial and insurance sectors.
Overview
8
8
years of professional experience
6055
6055
years of post-secondary education
Work History
Senior Analyst - Service Support Management
Gallagher Centre of Excellence
Bangalore
11.2025 - Current
- Operational Readiness: Successfully completed an intensive five-month leadership and technical training program, transitioning into full-scale service support management within a global corporate framework.
- Stakeholder Coordination: Acted as a key point of contact between departments to resolve complex service issues, utilizing the same global standards practiced within Gallagher’s Australian operations.
- Cross-Functional Leadership: Managed service delivery expectations while navigating high-pressure environments, demonstrating the adaptability required for international business transitions.
Claims Service Consultant
Allianz Australia
Trivandrum
06.2023 - Current
- Australian Market Expertise: Managed end-to-end motor insurance claims for Australian policyholders, ensuring compliance with Australian insurance regulations and company-specific underwriting guidelines.
- Liability Assessment: Specialized in determining fault and liability for single-vehicle incidents, conducting detailed investigations into accident circumstances and policy coverage.
- Customer Journey Management: Provided empathetic and efficient support to Australian clients during the claims process, maintaining high "Net Promoter Scores" (NPS) through clear communication and timely resolutions.
- Technical Proficiency: Utilized Australian-specific claims management systems and estimation tools to process settlements and coordinate with local repairer networks across various Australian states.
Debt Recovery Specialist
Hadaf Al Khaleej
Sharjah
12.2021 - 01.2023
- Financial Negotiation: Managed a diverse portfolio of delinquent accounts, negotiating structured repayment plans and settlements while maintaining a high recovery rate in the competitive Dubai market.
- Regulatory Compliance: Adhered to strict financial protocols and debt collection regulations, ensuring all recovery activities were conducted with professional integrity and legal accuracy.
- Conflict Resolution: Leveraged advanced communication skills to de-escalate high-pressure situations, successfully rebuilding relationships between creditors and debtors to facilitate mutual agreements.
- Target Achievement: Consistently met and exceeded monthly recovery KPIs through strategic follow-ups and data-driven account prioritization.
Web Developer
Freelance Web Developer
Dubai
06.2018 - 09.2021
- Designed, developed, and maintained responsive websites and web applications for clients across various industries including retail, services, and hospitality.
- Collaborated with clients to gather requirements, define project scope, and deliver customized solutions using HTML, CSS, JavaScript, and frameworks like WordPress.
- Integrated third-party APIs, payment gateways, and CMS platforms to enhance site functionality and user experience.
- Ensured websites were optimized for performance, SEO, and mobile responsiveness across all major browsers and devices.
- Delivered projects on time and within budget, earning repeat business and client referrals through quality work and clear communication.
Education
Bachelors - Computer Applications
Dubai, UAEDiploma - Computer Applications
Trivandrum, IndiaHigher Secondary Education -
ARR Public School
Trivandrum, IndiaSkills
- Insurance Operation
- Australian Market Knowledge
- Stakeholder Management
- Cross-Cultural Communication
- Financial Recovery
- Software Proficiency
- Service Management
- Conflict De-escalation
- Analytical Thinking
- Adaptability
Languages
English
Advanced
C1
Tamil
Advanced
C1
Malayalam
Advanced
C1
Timeline
Senior Analyst - Service Support Management
Gallagher Centre of Excellence
11.2025 - Current
Claims Service Consultant
Allianz Australia
06.2023 - Current
Debt Recovery Specialist
Hadaf Al Khaleej
12.2021 - 01.2023
Web Developer
Freelance Web Developer
06.2018 - 09.2021
Bachelors - Computer Applications
Diploma - Computer Applications
Higher Secondary Education -
ARR Public School