Pallavi Prasher
CS Lead
Noida
Summary
Dedicated Customer Service Lead with over 7 years of experience in optimizing customer support operations, managing high-performance teams, and enhancing customer satisfaction. Proven record of delivering solutions in high-stress environments and implementing initiatives to improve productivity, team morale, and customer retention. Strong skills in team development, conflict resolution, and implementing process improvements aligned with organizational goals.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer Success Specialist -3 (CS Lead)
Nuofox Labs Pvt Ltd (Juno Finance)
Noida
12.2021 - Current
- Led a 12-member team to achieve high performance and customer satisfaction, fostering skill development through consistent coaching and mentoring. Conducted detailed performance evaluations, shared constructive feedback, and identified development opportunities.
- Ensured quality standards by monitoring customer interactions, setting quality benchmarks, and implementing corrective actions where needed. Conducted root cause analysis on common issues to continuously improve service standards.
- Developed and refined customer service policies and procedures in line with industry standards, promoting consistency and quality. Analyzed service trends to recommend enhancements, contributing to operational efficiency.
- Collaborated cross-functionally to enhance products and improve service experiences, addressing customer pain points proactively. Resolved product and service complaints, pinpointing root causes to prevent recurrence.
- Compiled and presented comprehensive reports on team performance, customer satisfaction metrics, and service trends to support data-driven decision-making by management.
- Managed escalations efficiently by implementing structured resolution strategies and ensuring quick, satisfactory outcomes for complex issues.
Senior Insurance Associate
MetLife GOSC
Noida
06.2018 - 12.2021
- Reviewed ~40 insurance claims daily and payment records to detect and prevent overpayments, ensuring compliance with legal guidelines.
- Verified claimant eligibility against historical payments to accurately determine overpayment amounts.
- Communicated with claimants, insurance providers, and government agencies, gathering pertinent information to resolve discrepancies and enforce preventive measures.
- Conducted audits and investigations to understand overpayment causes, calculating reimbursements while adhering to regulatory standards.
- Managed and optimized billing processes for ~60 group insurance accounts within the Property & Casualty (P&C) Insurance sector, ensuring accuracy in invoicing and timely completion of each billing cycle.
- Conducted detailed payment reconciliations, resolving discrepancies between billed amounts and payments received, and collaborated with clients to address outstanding balances and payment issues.
- Served as a SME for the billing team, providing expert guidance on complex billing issues, enhancing team knowledge and ensuring adherence to best practices.
- Identified and addressed skill gaps within the team by conducting TNI sessions, developing targeted training programs that improved individual and team performance.
- Maintained detailed documentation for all billing transactions, reconciliation activities, and audit findings to meet regulatory standards and support internal audits.
Customer Service Executive
EXL Service.com
Noida
01.2017 - 06.2018
- Contacted ~50 customers daily with overdue payments to arrange for payments or payment plans, answered questions, and negotiated arrangements.
- Coordinated with internal teams to investigate billing disputes, addressing discrepancies promptly.
- Maintained accurate records of all customer interactions, payment agreements, and documentation to ensure regulatory compliance.
Education
B.Com - Accounting And Finance
DAV College, Jalandhar
Jalandhar, India 06.2011 - 06.2014
Skills
- Decision-Making and Problem Solving
- Team Leadership and Collaboration
- Quality Assurance & Performance Improvement
- Coaching and Mentoring
- Account and Escalation Management
- Six Sigma Methodologies
- Documentation and Reporting
- Customer-Centric Service Delivery
- Data-Driven Analysis
Timeline
Customer Success Specialist -3 (CS Lead)
Nuofox Labs Pvt Ltd (Juno Finance)
12.2021 - Current
Senior Insurance Associate
MetLife GOSC
06.2018 - 12.2021
Customer Service Executive
EXL Service.com
01.2017 - 06.2018
B.Com - Accounting And Finance
DAV College, Jalandhar
06.2011 - 06.2014
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