Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
Generic

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

BACHELOR OF COMMERCE -

Class 12th -

Class 10th -

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Mala Roy