Pallavi Swapnil Pawar

• Coordinate with partners, vendors to track down adherence on project process
• Ensure 100% compliance on all compliances and SLAs as per contract
• Co-ordinate with internal team like, marketing, site team to facilitate support for project implementation
• Review all meeting of minutes and attend all calls
• Manage PMC/client as single point of contact for team and any queries on relevant project topics
• Co-ordinate and support administrative requirement for team events
• Work directly with clients PMCs team on updating and sharing performance summaries with key stakeholders
• Responsible for Identify gaps in buying process and set up SOP to ensure smooth transaction for end customer

• Insurance Cigna TTK Health Insurance
• Handling project - Follow-up for status updates on agreed deliverables and closely tracking project's progress, collect & delivers detailed information about all projects to executives and stakeholders
• Handling Escalated risk related complaints received from various sources i.e., IRDA, Legal Notice, Court Hearing, contact center, senior leadership management
• Scrutiny of all complaints based on content and sending acknowledgment as per IRADA TAT
• To attend and review all calls and prepare Minutes of Meeting
• Track project deliverables using appropriate project management tools
• Maintenance of all internal project documentation
• Project closure citing critical deliverables achieved, along with any open issues/risks to be managed going forward
• Customer relationships building and took escalations calls for contact center
• Contact Center management with help different tools
• Migration of insurance-based application with help of IT

Projects – Cigna TTK Health Insurance

• Key partnership on boarding
• Partners, being key drivers for companies' business the on boarding process becomes vital, anchored on boarding process and business launch for Banca partners like Saraswat Bank, Lakshmi Vilas Bank & Pay back Contact Centre Go-live
• Getting Contact Centre functional, includes training of HRMs, lease line connectivity, CRM testing, dialer readiness, process & system alignment
• Contact center migration of different application related to Insurance, in-charge of sign off activities of different application

Call center outsourcing

• Preparing business case for outsourcing of contact center, evaluation and finalization of vendors, projection on savings and meticulously plan outsourcing activity in phased manner

Second Level Escalation

• Launched second level team to manage escalations of customer's queries with regards to their policies, preparing SOP and case study for executives to handle critical case
• Handled complaints of IRDA
• Implemented and developed customer service training processes.
• Cross-trained and provided back up for customer service managers.
• Manage quality of second level team by 85%.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Met customer call guidelines for service levels, handle time and productivity.

• Worked as Case Manager and help international customer with regards to their medical treatment
• Worked on projects and develop training module for international customer to go through complete process of their treatment in India
• Communicating with patients and gathering information on their experiences with client (hospital)
• Maintaining quality of data
• Capturing source of all events and maintaining records
• Resolved client query via phone calls, email and chats.
• Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs

• Developing tools and methods for collecting data such as surveys, opinion polls or questionnaires
• Creating graphic representations of data and translating complex research into easily readable content for stakeholders and other departments
• Preparing marketing proposals and presentations based on company needs
• Measuring consumer satisfaction with products or services
• Collecting and analyzing data to identify consumer trends
• Partnered with department managers to help intern gain competencies and confidence
• Analyzed problems and worked with teams to develop solutions
• Sorted and organized files, spreadsheets, and reports

• Worked as intern and make project on supply chain management of linen department of hospital
• Assist production with development of standard operating procedures
• Develop presentations and training material related to lean manufacturing concepts
• Participate in improvement activities using lean manufacturing tools