M.Viju
Chennai
Summary
I would like to pursue a challenging career in an Esteemed Organization, which have ample scope of growth and that enables me to utilize my skills and abilities to maximum extend and to be an effective team player and there by contributing to the growth of the organization.
Overview
21
21
years of professional experience
Work History
Manager - Renewal Retention Manager
Star Health and Allied Insurance Co. Ltd.
Chennai
07.2013 - Current
- Lead a team responsible for managing health insurance policy renewals for a diverse client base. - Developed and implemented strategic initiatives to streamline renewal processes, resulting in a 20% reduction in turnaround time. - Analyzed market trends and competitor offerings to optimize pricing strategies and improve customer retention. - Conducted regular performance reviews and provided coaching and development opportunities to team members to enhance their skills and productivity. - Collaborated with cross-functional teams to ensure seamless coordination between sales, underwriting, and customer service departments. - Successfully negotiated with insurance carriers to secure favorable terms and pricing for policy renewals, resulting in improved profitability.
- Oversaw day-to-day operations of the health insurance department, including claims processing, enrollment, and customer service. - Implemented quality assurance measures to ensure compliance with regulatory requirements and company standards. - Led process improvement initiatives to enhance efficiency and reduce costs, resulting in a 15% increase in productivity. - Developed and maintained strong relationships with insurance carriers and third-party administrators to expedite claims resolution and improve customer satisfaction. - Provided leadership and guidance to a team of claims processors, enrollment specialists, and customer service representatives, fostering a culture of accountability and excellence.
Financial Administration Sr. Representative (F&A)
Dell Services Pvt. Ltd.
05.2012 - 07.2013
- Processed invoices, check requests, and wire invoices. - Created vouchers based on customer requirements. - Audited invoices and vouchers. - Resolved queries from team members and vendors. - Processed payments after completing quality checks.
Process associate for CITI bank Malaysia (Loan operation)
TCS E-Serve LTD.
04.2010 - 12.2012
- Booked new personal and housing loans. - Closed loans following closure procedures. - Maintained loans. - Processed payments and reconciled loan data. - Prepared daily MIS reports. - Collaborated with underwriters to resolve issues and ensure timely approval of renewals.
Team leader - AIRTEL (Chennai, Kerala circles) prepaid customer care
HINDUJA TMT Ltd.
Chennai
09.2005 - 12.2009
- Handled inbound calls for Airtel Kerala. - Retained customers. - Consolidated and sent complaints to the backend. - Handled escalation calls. - Prepared and analyzed MIS reports. - Interacted with client coordinators for process-related issues. - Provided direction, support, and guidelines to a team of customer service agents. - Responsible for end-to-end closure of complaints and handling escalated cases.
Customer Dialogue Executive for Airtel inbound process
MAGUS CUSTOMER DAILOG P.VT. LTD.
Chennai
03.2004 - 09.2005
- Handled inbound calls for Airtel. - Provided customer support and resolved queries.
Sales Promoter
Innovative cleaning Machine
Chennai
02.2003 - 01.2004
- Worked as a sales promoter for industrial cleaning machines.
Education
B.Com - undefined
Madras university
Skills
Strong leadership and team-building skillsExcellent communication and interpersonal abilitiesProficient in data analysis and report generationDeep understanding of health insurance regulations and industry trendsStrategic planning and problem-solving capabilitiesProficient in Microsoft Office Suite and CRM softwareHealth insurance industry knowledgeRenewal management and retention strategiesData analysis and reportingCommunication and interpersonal skillsLeadership and team managementProblem-solving and negotiationInsurance software and technology (eg AMS, Applied Systems)Manage a team of renewal specialists to achieve renewal targets and ensure timely processing of renewalsAnalyze renewal data and trends to identify opportunities for growth and develop strategies to improve retention ratesCollaborate with agents and clients to resolve issues and ensure a smooth renewal processDevelop and implement effective communication plans to ensure clients are informed about renewal options and changesProcessed renewals for individual and group health insurance policiesCommunicated with clients and agents to gather necessary information and resolve issuesReviewed and analyzed policy data to identify opportunities for upselling and cross-sellingWorked closely with underwriters to resolve underwriting issues and ensure timely approval of renewalsMS-Office, Internet, Windows, Excel, Power Point, Access and many other UtilitiesAbility to manage a large team & ensure everyone is aligned and working toward the same goalsExcellent verbal/written communication in English, Malayalam, Tamil, & HindiMulti-task in different systems - Excellent in Customer Service, Microsoft Word and Excel, Typing SkillsSkilled problem-solver with excellent analytical knowledgeDetailed understanding on Health Insurance product & in depth renewal retention knowledgeUtilize the available resources to their maximum & to achieve the Organization target
Financial Management
Policy Renewals
Personal Information
Father's Name: Narayanan .M
Disclaimer
I hereby assert that the above furnished details are true and precise to the best of my knowledge. Furthermore, I also state that I will discharge my duties to the utmost satisfaction of the concern if provided with an opportunity. (Viju.M)
Timeline
Manager - Renewal Retention Manager
Star Health and Allied Insurance Co. Ltd.
07.2013 - Current
Financial Administration Sr. Representative (F&A)
Dell Services Pvt. Ltd.
05.2012 - 07.2013
Process associate for CITI bank Malaysia (Loan operation)
TCS E-Serve LTD.
04.2010 - 12.2012
Team leader - AIRTEL (Chennai, Kerala circles) prepaid customer care
HINDUJA TMT Ltd.
09.2005 - 12.2009
Customer Dialogue Executive for Airtel inbound process
MAGUS CUSTOMER DAILOG P.VT. LTD.
03.2004 - 09.2005
Sales Promoter
Innovative cleaning Machine
02.2003 - 01.2004
B.Com - undefined
Madras university