KALPANA B.
Bengaluru
Summary
Dynamic professional with proven expertise in pre-authorization processing and quality assurance at AXA Global Business Services. Enhanced customer satisfaction through effective issue resolution and root-cause analysis. Proficient in digital workflow tools and team training, driving operational improvements and fostering collaboration among stakeholders.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Specialist – Pre Authorisation & Appointment Booking
AXA Global Business Services
Bengaluru
07.2023 - Current
- Delivering high-quality pre-authorization assessments and appointment scheduling while ensuring accuracy, compliance, and adherence to SLAs.
- Coordinating with cross-functional teams—including medical, operations, and supporting functions—to streamline case processing and meet project timelines.
- Enhanced customer satisfaction through timely issue resolution, escalation management, and clear, empathetic communication.
- Improved customer satisfaction metrics by responding proactively to complex queries and minimizing repeat concerns through root-cause analysis.
- Implementing workflow improvements by championing the adoption of new software tools across multiple departments.
- Led the rollout of new digital tools, resulting in improved turnaround times and reduced manual effort across key operational processes.
- Executed quality assurance checks to ensure service accuracy and identified opportunities for continuous improvement.
- Recognized for maintaining top-tier quality scores through consistent compliance, attention to detail, and strong process discipline.
- Conducting training workshops for new and junior team members, strengthening operational capability and knowledge retention.
- Contributed to team capability enhancement by designing and delivering structured learning sessions for junior team members.
Education
Master of Business Administration (MBA) - HR & Finance
Jain Deemed-to-be University
Bengaluru, India01-2025
Bachelor of Commerce - Accounts & Finance
Nagarjuna Degree College
Bengaluru, India01-2022
Skills
- Pre-Authorization Processing
- Appointment management
- Quality assurance
- Process Improvement
- Digital Workflow Tools
- SAP
- Case Management Systems
- Microsoft Excel
- Issue Resolution
- Root-Cause Analysis
- Analytical Thinking
- Problem-Solving
- Time Management
- Team training
- Stakeholder Collaboration
- Interpersonal communication
- Customer Engagement Tools
Certification
- Digital Marketing
- SAP – Fico
- Microsoft Excel
Accomplishments
- Improved customer satisfaction metrics by responding proactively to complex queries and minimizing repeat concerns through root-cause analysis.
- Led the rollout of new digital tools, resulting in improved turnaround times and reduced manual effort across key operational processes.
- Recognized for maintaining top-tier quality scores through consistent compliance, attention to detail, and strong process discipline.
- Contributed to team capability enhancement by designing and delivering structured learning sessions for junior team members.
- Played a key role in cross-team collaboration initiatives that enhanced communication, workflow clarity, and team performance.
Timeline
Specialist – Pre Authorisation & Appointment Booking
AXA Global Business Services
07.2023 - Current
Master of Business Administration (MBA) - HR & Finance
Jain Deemed-to-be University
Bachelor of Commerce - Accounts & Finance
Nagarjuna Degree College