Kajal Nagpal
Delhi
Summary
Dynamic Senior Associate at Pristyn Care with a proven track record in enhancing patient satisfaction and loyalty through effective grievance resolution and feedback analysis. Skilled in social media management and problem-solving, I thrive in fast-paced environments, consistently exceeding targets while maintaining a commitment to excellence and quality service.
Overview
6
6
years of professional experience
Work History
Acting Lead
Pristyn care
11.2024 - Current
- Handling Team of 7 People: Managed a team of 7, overseeing daily tasks to ensure prioritization and quality.
- Supervising Daily Work: Ensured team work was aligned with priorities and maintained high-quality standards.
- Mentoring and Coaching: Provided guidance and support to team members for improved performance and success.
- Training Staff on Product Knowledge: Delivered training to ensure staff provided accurate product information to customers.
- Reporting Staff Progress: Communicated staff performance, gaps, and training needs to management.
- Resolving Issues and Escalations: Addressed customer and team issues promptly, escalating when necessary within set timeframes.
- Conflict Resolution: Effectively managed escalated customer concerns with diplomacy, showcasing conflict resolution skills.
Senior Associate
Pristyn Care
04.2022 - 10.2024
- Handling Patient Grievances: Resolve patient complaints promptly to ensure satisfaction and improve experiences.
- Social Media Escalation: Manage and address patient concerns on social media, escalating when necessary.
- Contributing to NPS: Enhance patient loyalty and satisfaction by actively improving Net Promoter Score (NPS).
- Maintaining Patient Feedback: Gather and analyze feedback to identify areas of improvement for the organization.
- Adhering to Quality and Service Standards: Ensure all interactions meet established quality and service benchmarks.
- Utilizing Problem-Solving Techniques: Apply critical thinking to identify and resolve issues, driving continuous improvement.
Relationship(Sales & Service) Associate
Max Bupa Health Insurance
07.2020 - 03.2022
- End-to-End Support to Customer: Provided comprehensive support to customers throughout the entire process until policy issuance.
- Enhanced Sales: Contributed to increasing the organization's sales through strategic efforts.
- Counter Offer Management: Worked on counter offer cases to reduce policy cancellations.
Sales Associate
Policy Bazaar.com
06.2019 - 03.2020
- Product Selection Assistance: Helped customers find and choose products that best met their needs.
Ensuring Customer Satisfaction: Guided customers in selecting products to ensure a positive shopping experience.
Handling Complaints and Inquiries: Addressed customer complaints and inquiries professionally, ensuring efficient resolution.
Education
MBA - Marketing + HR
Panipat institute of engineering and technology
Kurukshetra01.2019
B.A - Management of marketing and Insurance
College of Vocational Studies
Delhi01.2017
12th -
CBSE
Delhi01.2014
10th -
CBSE
Delhi01.2012
Skills
- Proficient in MS Office
- Net promoter score improvement
- Social media management
- Patient grievance resolution
- Patient feedback analysis
- Problem solving
- Customer relationship management
- PowerPoint
- Word
- Excel
- Good communication skills
- Flexible working with others
- Ability to multi task
- Good leadership skills
- Strong problem solving skills
- Innovative
- Self-motivated
- Able to manage significant changes
- Proactive
- Able to work to deadlines
- Commitment to excellence
- Treating problems as opportunities to learn
- Motivated by exceeding targets and expectations
Accomplishments
- Won 3 gold medals in Athletics
- Participated in many public awareness skits organized by school
- Awarded certificate on Marketing and Insurance from CVS Management Society
- Awarded certificate on Human Resource Management in MBA
- Certification of cultural activities
Languages
- English
- Hindi
Project Report
- Strategic Analysis in Bajaj Allianz Life Insurance Company Limited, Life Insurance, Learnt about data SWOT analysis and survey on Life Insurance
- Training and development at Nestle
- Study on customer satisfaction of Trade India Company
Personal Information
- Health Status: Excellent
- Date of Birth: 02/17/97
- Nationality: Indian
Timeline
Acting Lead
Pristyn care
11.2024 - Current
Senior Associate
Pristyn Care
04.2022 - 10.2024
Relationship(Sales & Service) Associate
Max Bupa Health Insurance
07.2020 - 03.2022
Sales Associate
Policy Bazaar.com
06.2019 - 03.2020
MBA - Marketing + HR
Panipat institute of engineering and technology
B.A - Management of marketing and Insurance
College of Vocational Studies
12th -
CBSE
10th -
CBSE
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