Mala Roy
Banglore
Summary
I am looking for challenging opportunities in Insurance/Finance based firm, where I can use my exceptional interpersonal and communication skills to resolve customer issues and foster a positive relationship between the customers and the company
Overview
10
10
years of professional experience
Work History
Transformation Strategic Associate
Byju's
Bangalore
12.2021 - Current
- Work closely with the Byju's team and customer Administration to oversee and ensure smooth implementation of the program
- Identified opportunities, developed strategies, and designed execution of projects and programs to increase productivity and improve operational efficiency
- Partnered closely with global Senior Leadership from across all lines of business to drive adoption of recommendations and Business Productivity programs
- Communicate effectively with partners at all levels, especially senior executives
- Cultivate relationships and collaborate with cross-functional teams such as Sales, Sales Operations, Customer Success & Insights, Business Operations to drive strategic initiatives
- Closely monitor the centers' and oversee a team of center in-charges while ensuring that the centers themselves are running smoothly
- Develop and implement a sustainable strategy which drives predictable results
- Liaise with academicians and teachers involved in the program to ensure that any scheduled classes, workshops take place as planned
- Create monthly plans and progress reports on the overall program and report any requirements/support needed for smooth implementation
- Effectively managed projects from inception to completion
- Lead teams to secure positive outcomes for organizations.
Customer Support Representative
HDFC Ergo
Chennai
10.2017 - 07.2020
- Increased customer retention by 15% and added new customers increasing company production by 20%
- Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner
- Received numerous customer service awards for critical to quality accuracy, high turnovers, and increased customer renewals
- Typed memos, correspondence, reports and other documentation including follow-up letters to customers to ensure their questions were addressed and to assure them of support throughout the life of their membership
- Created customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems
- Assist colleagues administratively typing letters, memos, and reports
- Organized customer information and account data for business planning and customer service purposes
- Created excel spreadsheets to track customer data and perform an intense reconciliation process
- Processed operational prior authorizations and assisted in claim processing
- Consistently exceeded performance standards for position.
Collection Agent
Hinduja Leyland Finance
Chennai
04.2015 - 08.2016
- Handle a high influx of in-bound and out-bound calls pertaining to the reconciliation and collection of delinquent accounts, either directly or through appropriate channels, including Payment Inquiry and Reconciliation & Control units
- Prevent impending loss and increase profitability through negotiation and enforcement of scheduled collection campaigns
- Consistently achieve a 70% recovery rate of billing cycle
- Initiated consumer negotiations for debt recovery through phone and mail contact
- Negotiated settlements or monthly payment allowances within specific client guidelines
- Assisted debtors in setting up payment plans to settle overdue balances
- Maintain open communication with collection managers and clerical staff to ensure the accuracy and protection of the account information
- Located and monitored overdue accounts, using computers and a variety of automated systems
- Recorded all customer correspondence, documenting repayment plans and special payment arrangements
- Handled bad and returned checks.
Education
BACHELOR OF COMMERCE -
01.2014
Class 12th -
01.2011
Class 10th -
01.2009
Skills
- Transformation Strategic Associate
- Customer Administration
- Project Management
- Leadership
- Communication
- Relationship Building
- Cross-functional Collaboration
- Team Management
- Strategy Development
- Academic Liaison
- Report Generation
- Customer Support
- Listening Skills
- Customer Service
- Typing
- Data Organization
- Excel Spreadsheets
- Cash Handling
- Record Keeping
- Collection Calls
- Product Knowledge
- Problem Solving
- Claim Processing
- Negotiation
- Payment Plans
- MS Office
Languages
- ENGLISH
- HINDI
- BENGALI
- TAMIL
Personal Information
- Father's Name: LATE GAUTAM ROY
- Date of Birth: 12/28
- Gender: FEMALE
- Marital Status: SINGLE
Timeline
Transformation Strategic Associate
Byju's
12.2021 - Current
Customer Support Representative
HDFC Ergo
10.2017 - 07.2020
Collection Agent
Hinduja Leyland Finance
04.2015 - 08.2016