Lovely Rawat
Chennai
Summary
Career Objectives A competitive, self-driven, strong, implementer with demonstrated abilities in co-ordination, execution, operations, 8+ years of experience in US insurance (Benefits) and initiatives contributing towards accelerated growth. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.
Overview
13
13
years of professional experience
Work History
Practice Consultant
Wipro
02.2015 - Current
- Taking part in weekly client calls and sharing updates and details about the issues or resolutions
- Generates ad hoc benefits related reports and analyzing data for accuracy
- Develops and documents benefit related processes/ SOPs and guidelines
- Identifying and implementing process improvements
- Generating weekly and monthly reports from tableau and send across
- Conducting client correspondence via email and responding to client requests on time
- Reporting system defects via Maestro and initiate collaboration with LSA to mitigate participant impact/risk
- Monitoring client operations measures to proactively manage client-level impacts
- Assigning and managing BOA work
- Mentoring and training new joiners for process training
- Collaborating with technology to ensure proper hand offs to operations
- Acting as primary point of contact for BOAs, Shared Services, etc
- To answer questions, provide direction, escalate issues and support through issue resolution
- Leading daily operational status meeting to discuss projects, questions and priorities
- Initiating ideas and lead discussions for client improvements with leadership team to impact higher quality or more efficient delivery within the assigned project work
- Integrating operations resources with Customer Service resources to provide seamless participant
- Leveraging the talent/resources on the team to generate results
- Monitoring associates’ performance and maestros to ensure that results are achieved in an efficient/effective way
- Conducting necessary performance management conversations with associates
- Identifying process improvements to mitigate E&O risk and consult with the team to implement an action plan.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Analyzed problematic areas to provide recommendations and solutions.
- Implemented practices and procedures to reduce expenditures and increase savings.
Associate Analyst
United Health Group
02.2014 - 01.2015
- The contract coordinator is responsible for loading the contract prices in different database according to the contact copy provided by the service provider
- Provide general support by reviewing, researching, investigating, negotiating, processing, and ensuring the appropriate eligibility
- We also make sure that the prices and services are matched with the contract
- Load contracts accurately according to the services given in contract copy in network database
- Coordinate with onshore team and inshore team to get all the codes and services correct in the contract through chat and email
- Make sure that everything is within the set standard
- Resolve and respond the queries regarding contract copy and different codes with the team and meet quality target of 99.7% within TAT.
Customer Associate
ITC, Wills Lifestyle
07.2010 - 02.2012
- Focus on service accurately identifies customer’s requirements
- Building relationships: - relates to people in an open, friendly, and accepting manner
- Result orientation: identifies what needs to be done and accomplishes the task
- Respond and resolve customer requests and concerns
- Monitor front-end operations and preparing daily sales report of the store
- Handling all the cash and card transactions in the store
- Use to coordinate with IT department for updating inventory and in solving other issues relating to inventory
- Reward, Recognition and achievement
- Nominated for excellence award for performance and efficiency
- Awarded with live you value awards and champion award in a year of employment
- Got gold, blaze and simmer award for unmatched talent.
- Processed purchases and handled payment transactions using POS system.
- Issued credit or full refund for customer returns and reported on product defects or damages resulting from shipping process.
- Consistently met monthly sales goals and twice recognized as employee of month.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
Education
MBA - Marketing and International Business
Gurukul Kangri University
Dehradun2010
BBA - Business Administration And Management
ICFAI University
Dehradun2008
Intermediate - Humanities
K.V (CBSE), St Thomas School (ICSE)
Dehradun2005
High School Diploma -
St Thomas School
Pauri Garhwal2003
Skills
- Honesty and Integrity
- Client Engagement
- Analysis and Evaluation
- Issue Resolution
- Process Improvement
- Operational Procedures
- Client Relationships
- Reports and Documentation
- Attention to Detail
Timeline
Practice Consultant
Wipro
02.2015 - Current
Associate Analyst
United Health Group
02.2014 - 01.2015
Customer Associate
ITC, Wills Lifestyle
07.2010 - 02.2012
MBA - Marketing and International Business
Gurukul Kangri University
BBA - Business Administration And Management
ICFAI University
Intermediate - Humanities
K.V (CBSE), St Thomas School (ICSE)
High School Diploma -
St Thomas School
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