Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Madhushree C

Madhushree C

Bangalore

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Overview

12
12
years of professional experience

Work History

Sale and Marketing (TL)

Mediassist India TPA Pvt Ltd
Bangalore
06.2021 - Current
  • Identify and target potential clients such as insurance companies, corporate clients, brokers, and hospitals for TPA services.
  • Promote the TPA’s value proposition, including cashless services, claim processing efficiency, and customer support.
  • Build and maintain a strong sales pipeline through networking, cold calls, and referrals.
  • Plan and execute marketing campaigns to promote TPA services and policy portability benefits.
  • Organize seminars, webinars, and workshops for insurers, brokers, and corporate clients to educate about TPA services.
  • Educate customers and corporate clients about health insurance policy portability—the process of transferring their existing health insurance policy from one insurer to another without losing benefits.
  • Assist clients in understanding eligibility criteria, required documentation, and timelines for portability.
  • Address customer concerns regarding claim continuity, waiting periods, and coverage enhancements during portability.
  • Maintain ongoing relationships with existing clients to upsell, cross-sell, and encourage policy renewals.
  • Work closely with corporate clients and brokers to identify evolving needs and recommend suitable TPA services.
  • Provide after-sales support to ensure client satisfaction and retention.
  • Prepare regular sales reports, forecasts, and performance metrics for management.
  • Meet or exceed monthly/quarterly sales targets.

CRM (CRM)

Marsh and Mclennan (Insurance Broker)
Bangalore
06.2019 - 03.2021
  • Coordinate with insurers to ensure timely issuance of policies for new business and renewals.
  • Verify accuracy of policy documents, endorsements, and declarations.
  • Distribute policy documents, ID cards, and certificates to clients and employees.
  • Maintain accurate records of client details, policy data, and endorsements in CRM or policy management systems.
  • Update client information promptly based on endorsements or changes.
  • Follow up with clients for premium payments and ensure timely collections.
  • Assist clients and internal teams with claim submission requirements and documentation.
  • Coordinate with insurers and TPAs to track claim status and resolve operational bottlenecks.
  • Support escalation of claims issues as needed.
  • Manage the renewal process by collecting necessary documents and communicating renewal terms.
  • Handle mid-term policy changes like additions, deletions, and coverage modifications.
  • Ensure all operations comply with IRDAI guidelines and company policies.
  • Maintain proper documentation for audits and regulatory reporting.
  • Prepare regular operational reports including policy issuance status, renewals, premiums collected, and claims coordination.
  • Share reports with management and sales teams.
  • Serve as a bridge between clients, insurers, sales, and underwriting teams.

CRM (Account Manager) (HP Corporate)

Mediassist India TPA Pvt Ltd
Bangalore
01.2018 - 05.2019
  • Act as the primary point of contact for HR or corporate representatives of client companies.
  • Build and maintain strong relationships with corporate clients to ensure high satisfaction and retention.
  • Conduct regular meetings and reviews with clients to address concerns, policy performance, and feedback.
  • Ensure correct configuration of policy terms in the TPA system, including sum insured, dependents, and rider benefits.
  • Assist in distributing e-cards, welcome kits, and policy documents to employees.
  • Facilitate seamless claims processing for employees (cashless and reimbursement).
  • Track claim trends, TATs, and escalations, and work with internal teams for resolution.
  • Support HR in understanding claim rejections, pending cases, and documentation gaps.
  • Provide regular reports to corporate clients on claim utilization, premium usage, endorsements, and employee coverage.
  • Generate and present monthly/quarterly claim analysis, highlighting trends and areas of concern.
  • Assist in preparing annual renewal reports and claim experience summaries.
  • Support the insurer and corporate in policy renewals by sharing past claim trends and recommendations.
  • Handle high-priority or VIP employee queries personally, ensuring timely and accurate responses.
  • Coordinate with call center and helpdesk teams for issue tracking and resolution.
  • Work closely with claims, underwriting, enrollment, and IT teams to ensure seamless policy administration.

Quality Analyst CC (Voice and Non Voice)

Mediassist India TPA Pvt Ltd
Ban
07.2016 - 12.2017
  • Listen to live and recorded calls to evaluate the performance of call center executives.
  • Assess interactions based on predefined quality parameters like communication skills, product knowledge, empathy, adherence to scripts, and call resolution.
  • Score and document the quality of each evaluated interaction.
  • Provide constructive feedback to agents on strengths and areas for improvement.
  • Conduct one-on-one coaching sessions to enhance agent performance and service quality.
  • Work closely with team leaders and trainers to address skill gaps or recurring performance issues.
  • Prepare quality scorecards, trend reports, and monthly evaluation summaries for management review.
  • Track quality metrics such as First Call Resolution (FCR), Call Handling Time (CHT), and Customer Satisfaction (CSAT).
  • Recommend changes to scripts, workflows, or SOPs to improve service delivery.
  • Collaborate with operations and compliance teams to ensure agents are updated with the latest policy guidelines, claim processes, and regulatory changes.
  • Identify process gaps based on call analysis and propose actionable solutions.
  • Ensure all agent interactions comply with health insurance regulations, TPA standards, and data privacy norms (e.g., IRDAI guidelines).
  • Conduct regular calibration sessions with team leaders, trainers, and QA colleagues to standardize quality assessments.

Sr CC Executive

Mediassist India TPA Pvt Ltd
Bangalore
05.2015 - 06.2016
  • Manage escalated calls from junior executives involving complex claims, policy disputes, or complaints.
  • Provide expert guidance on claim settlements, network hospital procedures, and policy clauses.
  • Assist customers with complicated claim rejections or disputes, ensuring clear communication and resolution.
  • Oversee claim processing workflows, ensuring timely and accurate claim settlements.
  • Monitor the progress of cashless and reimbursement claims and intervene where needed.
  • Prepare detailed reports on escalated cases, claim turnaround times, and customer satisfaction.
  • Build strong relationships with key clients and hospitals to ensure smooth service delivery.
  • Act as a liaison between customers and internal departments for swift problem resolution.
  • Handle VIP or high-value customers with personalized service.

CC Executive

Mediassist India TPA Pvt Ltd
Bangalore
03.2013 - 04.2015



  • Respond to inbound calls, emails, and chats from policyholders
  • Provide accurate information on health insurance policies, claim procedures, coverage details, and network hospitals.
  • Address queries related to policy benefits, premium payments, renewals, and claim status.
  • Guide customers through the process of filing health insurance claims (cashless and reimbursement claims).
  • Verify submitted documents and assist customers in case of incomplete or incorrect documentation.
  • Follow up with hospitals and insurance companies to resolve claim-related issues and expedite claim settlement.
  • Verify policyholder details and coverage eligibility.
  • Update and maintain customer records in the CRM or claims management system.
  • Inform customers about additional insurance products, add-ons, or policy renewals.
  • Maintain daily logs of calls handled, queries resolved, and claims processed.
  • Prepare reports on call center performance metrics and customer satisfaction.

Education

Bachelor of Arts - History, English Literature, Philosophy, Political

GHS High School
Jayanagar 9th Block Bangalore
09-2024

Skills

  • Critical thinking
  • Public speaking
  • Customer service
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Computer skills
  • Time management
  • Multitasking
  • Communication
  • Attention to detail
  • Calm under pressure
  • Active listening
  • Decision-making
  • Microsoft office

Languages

Kannada
First Language
English
Elementary (A2)
A2
Telugu
Elementary (A2)
A2
Hindi
Elementary (A2)
A2

Timeline

Sale and Marketing (TL)

Mediassist India TPA Pvt Ltd
06.2021 - Current

CRM (CRM)

Marsh and Mclennan (Insurance Broker)
06.2019 - 03.2021

CRM (Account Manager) (HP Corporate)

Mediassist India TPA Pvt Ltd
01.2018 - 05.2019

Quality Analyst CC (Voice and Non Voice)

Mediassist India TPA Pvt Ltd
07.2016 - 12.2017

Sr CC Executive

Mediassist India TPA Pvt Ltd
05.2015 - 06.2016

CC Executive

Mediassist India TPA Pvt Ltd
03.2013 - 04.2015

Bachelor of Arts - History, English Literature, Philosophy, Political

GHS High School

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Madhushree C