Jasmine Khan
New Delhi
Summary
Experienced Customer Support and E-commerce Specialist with a focus on technical troubleshooting and client relations at Nutriwel Health India Pvt Ltd. Proven track record of enhancing team performance through strategic training and quality initiatives. Maintains high customer satisfaction while adeptly handling complex inquiries and e-commerce tasks. Proficient in claims processing and assisting senior staff with documentation and case complexities.
Overview
10
10
years of professional experience
Work History
Customer Support & E-commerce Specialist
Nutriwel Health India Pvt Ltd (Apollo Neuro)
Okhla
10.2020 - Current
- Managed 200-250 support inquiries weekly across technical, general, and e-commerce categories in Zendesk.
- Troubleshot customers' tier 1 technical inquiries to ensure thorough resolution.
- Resolved issues related to product shipping and purchasing expediently.
- Coordinated logistics operations, including order processing and shipment tracking.
- Oversaw quality control measures to identify and address inconsistencies in products.
- Conducted training sessions for new employees and mentored junior staff on industry practices.
- Utilized sales promotions effectively to upsell inventory and enhance customer success.
- Collaborated with cross-functional teams to optimize online shopping experience for users.
- Managed customer service inquiries through multiple channels including email, chat, and phone.
Medical Billing & Claims Specialist
NTT DATA Global Services (NLB Services)
Noida
11.2018 - 02.2020
- Conducted thorough reviews of claims, forwarding them to appropriate insurance companies.
- Coordinated with medical providers to obtain necessary documentation for claims processing.
- Analyzed claims data to identify discrepancies and ensure accuracy.
- Managed claims related to denials, rejections, and appeals, providing follow-up as needed.
- Handled billing and collection activities while meeting specific deadlines.
- Generated invoices and dispatched them promptly to clients.
- Resolved payment discrepancies through diligent research and processed necessary adjustments.
- Reviewed insurance policies and claim submissions for compliance with company standards.
Senior Customer Care Executive
Emphasize Solutions Pvt Ltd.
Kolkata
05.2015 - 08.2018
- Acted as primary contact for customer complaints, queries, and feedback.
- Ensured timely and professional responses to all customer inquiries.
- Developed and maintained relationships with external stakeholders.
- Scrutinized and recorded customer complaints accurately.
- Conducted research to provide informative answers to external customer requests.
- Managed customer accounts and updated information in CRM system.
- Educated customers on product features, guiding effective usage.
- Handled escalated complaints with professionalism and empathy.
Education
Bachelor Program - Business (Operation Management)
Institute of Management and Technical Studies (IMTS)
Noida, Uttar Pradesh01.2017
High School Diploma -
Kendriya Vidyalaya BKP Army (Central School)
Kolkata 05-2014
Skills
- Medical billing and accounts receivable
- Client relationship management
- Customer success strategies
- Team leadership
- Process training and development
- E-commerce operations
- Inventory oversight
- Technical troubleshooting
- Quality assurance
- Team training and mentoring
- Client communication skills
- CRM software proficiency
- Zendesk expertise
- Google Analytics utilization
- Returns processing management
- Customer support excellence
- E-commerce platform management
- Professionalism in service delivery
- Problem-solving capabilities
- Analytical skills enhancement
Hobbies and Interests
Traveling, listening to music, Baking
Career Highlights
- November 2022: Promoted to process trainer for the onshore team
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Elementary (A2)
A2
Accomplishments
- Awarded Top Score Customer Satisfaction multiple times for consistently delivering high-quality support.
- Recognized as “Top Performer of the Month” on several occasions for surpassing performance targets and contributing to team success.
- Promoted to Trainer and Quality Analyst (QA) for new hires; led onboarding sessions and maintained service excellence standards.
Timeline
Customer Support & E-commerce Specialist
Nutriwel Health India Pvt Ltd (Apollo Neuro)
10.2020 - Current
Medical Billing & Claims Specialist
NTT DATA Global Services (NLB Services)
11.2018 - 02.2020
Senior Customer Care Executive
Emphasize Solutions Pvt Ltd.
05.2015 - 08.2018
Bachelor Program - Business (Operation Management)
Institute of Management and Technical Studies (IMTS)
High School Diploma -
Kendriya Vidyalaya BKP Army (Central School)
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