Hemaang Vagghela
Insurance - Operations, Partnerships, Products, Placements & Claims
Mumbai
Summary
Seasoned professional with over 15 years of experience in Operations, Client Servicing, Products, Account Management & Claims. High performing individual with several recognition for innovative thinking and leadership. Marching with a sole aim to pursue competitive career where I can best utilize my knowledge and experience for betterment of the company and myself.
Overview
2026
2026
years of professional experience
Work History
AVP – Insurance Operations, Partnerships, Claims & Placement
Solvy Tech Solutions Private Limited. (ZOPPER)
Mumbai
6 2019 - Current
- With over 10 years of experience in the insurance industry and now with a PO/BQP license, my expertise lies in comprehensive claims management, enhancing client satisfaction, and reducing fraudulent claims
- Helping Business Team with the right set of products/pricing/commercials for the clients by getting the right set of Insurer's in place.
- Designed to manage & implement Claim Strategies
- Executed a claim robust system to track end to end claim claim journey along with its history
- Training & development of Internal Service Team/Insurance team as & when required
- Ensuring claims are processed efficiently and correctly by working closely with insurers, loss adjusters, solicitors, brokers, claimants or their representatives, and relevant departments
- Ensuring complete and sound claim settlements, legal reviews and investigations in accordance with company policies and procedures
- Collecting feedback and other vital information required for renewals & placements.
- Collecting vital data points and ensuring cost optimization measures to increase profitability
- Investigating potentially fraudulent claims
- Maintaining company records on claims and providing reports to senior management on a regular basis
- Generating own correspondence on contentious issues, providing updates and advice to senior management where required
- Liaising with colleagues to identify improvements in claims
- Maintaining current knowledge with regard to industry compliance and claims regulation
- Providing professional advice to staff and senior management on all aspects of insurance practice and law
- Negotiated contracts with suppliers, securing favorable terms and conditions for the company''s benefit.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Increased revenue by developing targeted sales strategies tailored to specific customer segments.
Head - Client Servicing & Operations
Shotformats Digital Productions Pvt Ltd.
Mumbai
06.2014 - 06.2019
- Head of Client servicing for strategic accounts like B2X, Servify, Nokia, NIA, ICICI Lombard, Vodafone, Idea, BSS, Maple, Quick Heal, Bajaj Finserve
- Effectively communicating with the client on a regular basis
- Developing open and effective channels of communication defining proper processes & protocols
- Coordinate with internal stakeholders and determine the best utilization of resources to increase customer satisfaction
- Encourage revenue growth by encouraging cross selling and up selling
- Collecting feedback and other vital information required for renewals
- Collecting vital data points and ensuring cost optimization measures to increase profitability
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Plan and attend regular update meetings with & also communicate clearly the progress of monthly/quarterly initiatives with internal stakeholders
- Forecast and track key account metrics
- Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
Senior Consumer Relations Officer
Tata Power Company Ltd.
07.2013 - 06.2014
- Handling all the front desk operations (Business Process Management)
- Ensure that all the escalations of the consumers are served properly
- Responsible for dealing with customer relevant queries, complaints and request for information on the TATA Power services
- Coordinating with the various departments and responding to the inquires, complaint
- Responsible for completing new customer registrations
- Confirmed customer understands the information given and provided extra customer education as required
- Responsible for generating ideas on ways to resolve problems and serve customers in a better way.
Assistant Manager- Client Servicing
Kotak Mahindra Bank Pvt Ltd.
09.2010 - 03.2013
- Handling customer service
- Handling Cep Retention Campaign
- Deepening Campaigns
- Ensure whether corporate salary account holders (customers) are satisfied with the overall services, and cross - selling of insurance products
- Building strong relations with the existing high profile customers, and ensure that they are retained and served with the best product and services
- Supporting Building and maintaining healthy business relations with major clientele, ensuring maximum customer satisfaction by achieving performance parameters delivery and quality norms
- Have been awarded as a quality star for 2 months and Bright Star for the financial year 2011 – 2012.
Team Leader
Intelenet Global - Barclays Retail
08.2008 - 09.2010
- Handling inbound calls of customers of Barclays Bank Plc and solving their queries with quick resolution
- Callback Dissatisfied customers on a daily basis thereby making sure that customer’s issue is resolved and customer is satisfied
- Looking after new agents and looking after their improvements so that they are at par with the floor
- Cross-selling of other Banking Products
- Managing a team of 20+ people
- Address escalations calls and ensure that proper solution is been provided
- Ensure that the new joinees are at par with the product and process training
- Co-ordinating with the dispatch team and ensuring that all the dispatches of kit are been delivered to the customers.
Customer Service Representative
HTMT Global Solutions - Deutsche Bank
04.2008 - 08.2008
- Explain products or services for Deutsche bank personal loan
- Converting businesses or private individuals regarding the benefits of the company's products or services
- Explaining the requirements and documentation process and check the eligibility of the customer.
Jr. Marketing Officer
Viren Constructions
06.2007 - 03.2008
- Handling Clients and ensuring proper services to clients
- Explains the services to the clients offered by the company
- Attending meeting and accepting proposal from the clients
- Use to prepare estimate and send quotations as per the client requirements.
Education
MBA in Marketing -
ITM Business School
04.2001 - 01.2012
B.Com - undefined
Malini Kishore Sanghvi College of Commerce & Economics
H.S.C - undefined
Malini Kishore Sanghvi College of Commerce & Economics
S.S.C - undefined
ST Xavier High School
Broker Qualified Person/Principal Officer - Insurance
National Insurance Academy
Mumbai 04.2001 -
Skills
Team player as well as an effective individual contributor
Good communication skills
Strong convincing and negotiation skills
Good research skills
Self-motivator
Good networking skills
Tally 54
MS Word
Excel
Power Point
Accomplishments
- Received double promotion within 24 months of joining with the highest performance appraisals, Shotformats, 2014 & 2015.
- Awarded with a title of “Unsung Hero” in the year 2015 at Shot formats.
- Highest Incentive earner for 3 Consecutive months at Kotak Mahindra Bank.
- Awarded with the best quality services for the year 2011, Kotak Mahindra Bank.
- Promoted as a Floor Supervisor within 1 year, Barclays Retail.
Timeline
Head - Client Servicing & Operations
Shotformats Digital Productions Pvt Ltd.
06.2014 - 06.2019
Senior Consumer Relations Officer
Tata Power Company Ltd.
07.2013 - 06.2014
Assistant Manager- Client Servicing
Kotak Mahindra Bank Pvt Ltd.
09.2010 - 03.2013
Team Leader
Intelenet Global - Barclays Retail
08.2008 - 09.2010
Customer Service Representative
HTMT Global Solutions - Deutsche Bank
04.2008 - 08.2008
Jr. Marketing Officer
Viren Constructions
06.2007 - 03.2008
MBA in Marketing -
ITM Business School
04.2001 - 01.2012
Broker Qualified Person/Principal Officer - Insurance
National Insurance Academy
04.2001 -
B.Com - undefined
Malini Kishore Sanghvi College of Commerce & Economics
H.S.C - undefined
Malini Kishore Sanghvi College of Commerce & Economics
S.S.C - undefined
ST Xavier High School
AVP – Insurance Operations, Partnerships, Claims & Placement
Solvy Tech Solutions Private Limited. (ZOPPER)
6 2019 - Current
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