Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karan Yadav

Faridabad

Summary

Skilled Retention Account Manager with background in maintaining strong client relationships and increasing customer satisfaction. Successfully managed high-value accounts, implemented retention strategies, and resolved complex issues efficiently. Strong communication skills and ability to work collaboratively across teams to meet business objectives. Displayed consistent success in enhancing customer retention rates through strategic account management.

Overview

10
10
years of professional experience

Work History

Retention Account Manager

Pazcare
GURGAON
08.2023 - Current
  • Conducted customer retention campaigns to ensure long-term relationships with clients.
  • Developed and implemented strategies for improving customer engagement and loyalty.
  • Analyzed customer data and identified areas of improvement in the customer experience.
  • Created monthly reports on customer retention metrics, including churn rate and renewal rates.
  • Collaborated with sales teams to identify customers at risk of attrition and develop appropriate strategies to retain them.
  • Researched competitive services, pricing models, and product offerings to remain competitive in the market.
  • Provided personalized support for high-value customers to ensure their satisfaction with our service.
  • Identified opportunities for new products or services that could improve customer satisfaction levels.
  • Organized webinars and seminars to educate clients on new products and services released by the company.
  • Generated ideas for improving overall user experience when interacting with our website or app interfaces.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Resolved customer complaints regarding sales and service.

Customer Service Representative

Marsh India Insurance Broking
GURGAON
02.2017 - 08.2023
  • Reviewed customer insurance claims to ensure accuracy and completeness of information.
  • Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
  • Assisted customers in filing new insurance claims and provided status updates on existing ones.
  • Calculated benefit payments based on policy terms, coverage limits, and applicable regulations.
  • Collaborated with team members to identify trends in customer issues and develop solutions accordingly.
  • Maintained detailed records of all claim activities including correspondence, decisions, payments.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Handled modification and updating of policies.
  • Corresponded with insured or agent to obtain information or inform of account status or changes.
  • Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
  • Gathered requirements from stakeholders to design data models and reports.
  • Translated raw data into meaningful information using statistical techniques.
  • Developed, implemented and maintained the organization's MIS systems.
  • Prepared reports based on information gathered from various sources within the organization.
  • Analysed data to identify areas of improvement in system performance or accuracy of data.
  • Developed and maintained relationships with clients to ensure customer satisfaction.

Employee Relations Specialist

Futurisk Insurance Broking
Delhi
06.2016 - 02.2017
  • Developed insurance policies and programs to meet customer needs.
  • Provided advice to customers on insurance-related matters.
  • Prepared detailed reports summarizing customer requirements and recommendations.
  • Processed claims in a timely manner according to company procedures.
  • Analyzed financial data related to insurance products to ensure accuracy of information.
  • Reviewed policy documents for accuracy prior to issuing them to clients.
  • Presented and clearly explained insurance policy options based on clients' needs and goals.

CRM Executive

Paramount Health Services & Insurance TPA Pvt. Ltd
New Delhi
05.2015 - 05.2016
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

02.2017

06.2016

12.2014

BBA - Operations Management

DAV IM
Faridabad
11-2014

Skills

  • Data-driven decision-making
  • Customer lifecycle management
  • Performance metrics analysis
  • Client onboarding
  • Customer service experience
  • Outstanding interpersonal skills
  • Customer service background
  • Analytical problem solver
  • Revenue Growth
  • Strategic account development
  • Cross selling
  • Life and health insurance
  • Relationship development skills
  • Warm and cold leads development
  • Policy coverage expert
  • Client relations expert
  • Complaint handling and resolution

Timeline

Retention Account Manager

Pazcare
08.2023 - Current

Customer Service Representative

Marsh India Insurance Broking
02.2017 - 08.2023

Employee Relations Specialist

Futurisk Insurance Broking
06.2016 - 02.2017

CRM Executive

Paramount Health Services & Insurance TPA Pvt. Ltd
05.2015 - 05.2016

BBA - Operations Management

DAV IM

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