MISBA KHAN

WNS Global Services Ltd

01.2018 - Current

Processed and managed a wide range of insurance claims, ensuring accuracy, compliance with industry regulations, and timely resolution
Provide training, coaching, and mentorship to team members, fostering their growth and improving overall service quality
Conduct regular performance evaluations and one-on-one feedback sessions
Evaluated claim documentation, conducted investigations, and assessed damages to determine the validity of claims, making fair and consistent decisions
Engaged in negotiations with claimants and their legal representatives to reach equitable settlements, reducing the company's payout liability by 20%
Lead and manage a team of 10 customer service representatives, overseeing their daily operations, performance, and professional development
Set clear team goals, established KPIs, and implemented performance metrics to measure individual and team performance, resulting in a 15% improvement in average call resolution times
I have an experience of 5 years in insurance company Zurich, providing exceptional claims support and assistance, excel in clear communication, active listening, and possess empathy, patience, and adaptability
Knowledge of the company's products and services, as well as its policies and procedures
I have a specialization in processing and managing claims, in-depth knowledge of relevant laws and regulations, attention to detail
Effective communication, negotiation, and problem-solving abilities are my key roles

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