Mounika Kaarjala
Customer Relationship Manager
Chennai
Summary
Dynamic customer relationship professional with over 5 years of proven success in fostering client loyalty and enhancing business relationships. Expertise in implementing effective strategies that boost customer satisfaction and resolve issues swiftly, contributing to a positive client experience. Strong collaborator known for adaptability, ensuring seamless operations and consistently delivering outstanding results. Committed to driving growth through exceptional service and relationship management.
Overview
8
8
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Relationship Manager - Operations
Kun Auto Co Pvt Ltd (Hyundai)
05.2023 - Current
- Managing the complete customer journey from booking to delivery across multiple branches to ensure a seamless experience.
- Leading and mentoring a team of 11 telecallers, monitoring daily performance, call quality, productivity, and SLA adherence.
- Driving lead generation and follow-ups, ensuring high conversion and improved inquiry-to-delivery ratio.
- Preparing and maintaining MIS dashboards, daily/weekly performance reports, and presenting business insights to management.
- Handling escalations through multiple channels including calls, emails, WhatsApp, and social media, ensuring timely resolution.
- Implementing customer retention strategies and insights gained from Hyundai Motors training to improve satisfaction.
- Successfully contributing to improvement in Net Promoter Score (NPS) and reduction of escalations through proactive customer engagement.
Senior Executive – AR Customer Service
Omega Healthcare
07.2020 - 09.2022
- Prioritizing strategic initiatives focused on enhancing claim resolution efficiency and ensuring exceptional service delivery.
- Identified process gaps and implemented action plans to optimize claim resolution workflows, collaborating with internal and external stakeholders for continuous improvement.
- Acted as a thought leader in defining success criteria for claim resolution, adapting strategies based on changing payer requirements and evolving regulatory standards.
- Collaborate with cross-functional teams to resolve discrepancies and expedite claims processing efficiently.
- Monitored team input metrics related to claim turnaround times and denial management, driving operational excellence and improving the end-customer experience.
Assistant Client Partner
Access Healthcare
06.2018 - 02.2019
- Follow up with insurance companies regarding unpaid or denied medical claims to ensure timely resolution.
- Investigate and verify claim status, identifying causes for non-payment or underpayment, and implement corrective actions to resolve discrepancies and secure full reimbursement.
- Submit appeals and reconsideration requests for denied or underpaid claims, providing necessary documentation and clarifications to support claim approval.
- Review allocated claims and track status using IVR systems or web portals.
- Document call interactions and take corrective actions by submitting required documents to insurance payers.
Education
Masters - Human Resource - (MBA.,) (Pursuing)
Bachelor of Science - Computer Science
Anna Adarsh College For Women
Chennai, India 04.2001 -
MBA - Human Resources Management
University Of Madras
Chennai, India 04.2001 -
Skills
Customer Relationship Management
Operations & Team Leadership
Escalation & Issue Resolution
Performance Tracking & MIS Reporting
Lead Management & Conversion Improvement
Stakeholder & Vendor Coordination
Process Improvement & SLA Management
Customer Journey Management
NPS & Customer Satisfaction Improvement
Certification
Advanced Digital Marketing
Timeline
Customer Relationship Manager - Operations
Kun Auto Co Pvt Ltd (Hyundai)
05.2023 - Current
Senior Executive – AR Customer Service
Omega Healthcare
07.2020 - 09.2022
Assistant Client Partner
Access Healthcare
06.2018 - 02.2019
Bachelor of Science - Computer Science
Anna Adarsh College For Women
04.2001 -
MBA - Human Resources Management
University Of Madras
04.2001 -
Masters - Human Resource - (MBA.,) (Pursuing)
PROFESSIONAL ACCOLADES
Excellent Performance in Customer Satisfaction for the Year CY 2023 & CY 2024, For Maintaining ZERO COMPLAINT in for the Year CY 2023 & CY 2024