Karthick Kumar Gerikapati

Led and supervised a team of customer service executives in an international voice process.

Managed key performance metrics including AHT, SLA, CSAT, Shrinkage, and Attrition.

Ensured consistent achievement of service level agreements and quality standards.

Conducted daily team huddles, performance reviews, and one-on-one coaching sessions.

Monitored real-time performance and implemented corrective action plans.

Reduced attrition by implementing engagement and retention strategies.

Controlled shrinkage through effective roster planning and attendance management.

Handled customer escalations and ensured timely resolution.

Coordinated with Quality and Training teams to improve overall team performance.

Prepared and presented weekly/monthly performance reports to management.

Drove continuous process improvements to enhance productivity and service delivery.

Maintained high team morale and productivity in a target-driven environment.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

Managed collection of outstanding insurance claims and premium balances.

Contacted policyholders, insurance carriers, and third-party payers to resolve delinquent accounts.

Reviewed insurance policies, claim denials, and EOBs (Explanation of Benefits) to identify discrepancies.

Negotiated payment arrangements while maintaining customer relationships.

Reduced aging accounts receivable by X% within X months.

Maintained accurate documentation of all collection activities in CRM systems.

Ensured compliance with HIPAA, FDCPA, and state insurance regulations.

Processed appeals for denied or underpaid claims.

Coordinated with billing and underwriting departments to resolve account issues.

Generated weekly/monthly reports on recovery rates and aging accounts.

Handled high-volume outbound and inbound calls professionally.

Improved recovery rate by implementing follow-up strategies.

Made high-volume outbound calls to prospective customers to promote products/services.

Handled inbound calls and responded to customer inquiries professionally.

Generated qualified leads and scheduled appointments for the sales team.

Explained product features, pricing, and benefits clearly to customers.

Followed up on leads and maintained regular contact with potential clients.

Achieved and exceeded daily/weekly/monthly call and sales targets.

Maintained accurate records of calls and customer details in CRM systems.

Addressed customer objections and resolved concerns effectively.

Converted inquiries into confirmed sales/orders.