Krishna Kant
A25, Lakshay Society, Sector 167
Summary
With 13 years of Professional experience in the BPO (US Property & Casualty Insurance) industry, I have a unique set of knowledge and skills, which include an in-depth understanding of Business Processes.
Good understanding of Operations Management, Transitions, Claims, New Business quotation, Global Risk Solution, Property & Casualty insurance (US).
Acquired knowledge and understanding of subjects like Customer Service, Client Handling through experience and various projects. Abilities in handling multiple priorities, with a bias for action and a genuine interest in professional development. Proven abilities in implementing schedules. An effective communicator with excellent relationship management skills and strong analytical, challenge oriented, problem solving & organizational abilities.
Result-driven professional with significant and progressive experience for successfully managing all Operational aspects of an operations management, training and managing staff; establishing and monitoring productivity goals.
Extensive and Diversified experience in Service Delivery, Training and Coaching.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager of Operations
EXL Service.com (I) Pvt., Ltd.
03.2022 - Current
- Continuously involve in process migration and successfully done with 33.33 worth of FTE.
- Attending to all employee performance problems in accordance with company's policies and procedures.
- Maintaining projects data and preparing required reports, weekly/ monthly dashboards.
- Interact with client on transactional issues and transitions & Handle Client Queries on a regular basis.
- Train, mentor, and coach team members to help climb them the learning curve.
- Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, update trackers and issue resolution.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Supervised operations team to support operational excellence and excellent customer service.
- Monitored employee productivity and optimized procedures to reduce costs.
- Generated operational reports for management on monthly schedule.
Quality Analyst
EXL Service.com (I) Pvt., Ltd.
08.2016 - 03.2022
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
Market Consolidation Coordinator
EXL Service.com (I) Pvt., Ltd.
04.2014 - 08.2016
- Understanding client business and its operations for providing support to various insurance agencies
- Part of Proactive Onshore Market Consolidation Team - Working as an Onshore teammate for support and customization requirements of customers
- Responsible for End to End activities of insurance policies to be transferred to our organization
- Identifying criticality of support requests and prioritizing work.
- Preparing Kick-Off document based on the coverage mapping and timeline of signed deal
- Reviewing and preparing final Agency Spreadsheet, summarizing the win percentage of the policies and presenting them back to agencies.
- Responsible for multiple Insurance Services that contain costs and potential risk, Analysis of CLUE and MVR reports.
- Providing policy underwriting support to the customers of various agencies
- Providing best quotations of insurance policy to the customers by analyzing coverage and related risk
- Responsible for speedy resolution of queries from the agencies & onshore team and provide best solutions
- Helping underwriting team to decide the best policy premium considering state & coastal guidelines
Customer Care Executive
Tech Mahindra
03.2009 - 04.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Customer Care Executive
Aegis Pvt. Ltd.
01.2009 - 09.2009
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Responded to customer inquiries and concerns within set deadlines.
Education
Bachelor of Arts - English Language And Literature
CSJM University
Kanpur07.2008
Intermediate - Biology
UP Board
Farrukhabad07.2005
High School -
UP Board
Farrukhabad07.2003
Skills
- Business Development
- Employee Supervision
- Cost Analysis and Savings
- Operational Excellence
- Compliance Monitoring
- Customer Engagement
- Business Forecasting
- Operations Management
- Procedure Enhancement
- Operational Planning
Tools
Power BI-
Create Process Reports and Dashboards
PMS – Policy Management System -
Customer Onboarding - Endorsements - Renewal of policies - Cancellation, Etc.
POS and TAP Sales-
Generate quotations on the basis of requested coverage considering related risk and possible hazards and try to compete the existing carrier
ATLAS – MA Registry-
Validation of Customer's license number, Vehicle Identification Number, Status, etc.
CLUE & MVR-
Validating the eligibility of policy by reviewing driving record and home loss history
Certification
Intro 320 – Property & Casualty Insurance
The Institutes, US
Yellow Belt
EXL L&D
Edge Program
EXL L&D
Diploma in Computer Applications
Farrukhabad
Hobbies
• Painting
• Badminton
• Travelling
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Declaration:
“I do hereby declare that the above particulars of facts and information stated are true, correct and complete to the best of my belief and knowledge.”
Timeline
Assistant Manager of Operations
EXL Service.com (I) Pvt., Ltd.
03.2022 - Current
Quality Analyst
EXL Service.com (I) Pvt., Ltd.
08.2016 - 03.2022
Market Consolidation Coordinator
EXL Service.com (I) Pvt., Ltd.
04.2014 - 08.2016
Customer Care Executive
Tech Mahindra
03.2009 - 04.2011
Customer Care Executive
Aegis Pvt. Ltd.
01.2009 - 09.2009
Bachelor of Arts - English Language And Literature
CSJM University
Intermediate - Biology
UP Board
High School -
UP Board
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