Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Extracurricular Activities
Languages
Timeline
Generic

Pranjal Dubal

Hyderabad

Summary

Dynamic Escalation Specialist with a proven track record at ICICI Lombard, enhancing claims management and stakeholder communication. Achieved a remarkable resolution rate increase to 92% through process optimization. Skilled in data analysis and digital transformation, driving significant improvements in operational efficiency and customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Escalation Specialist(SR. Manager)

ICICI Lombard, HYD
Hyderabad
12.2024 - Current
  • Redesigned pre-closure process following root cause analysis, increasing resolution rate from 50% to 92%.
  • Reduced daily escalations from approximately 60 to 25–30 through strategic process enhancements.
  • Managed complex hospital issue escalations, ensuring timely and effective resolutions.
  • Implemented effective resolution strategies that significantly improved escalation management efficiency.

Claims Operation

ICICI Lombard, HYD
Hyderabad
07.2024 - 11.2024
  • Resolved outstanding data and short payment issues for health insurance claims.
  • Managed the processing of claim-related documents through multiple stages.
  • Coordinated claims documentation for Gujarat, Rajasthan, Madhya Pradesh, Odisha, Jharkhand, Kolkata, and North-Eastern States.
  • Ensured timely follow-ups with regional teams to streamline claim settlements.

DATA CURATOR (MT)

ICICI Lombard, HYD
Hyderabad
02.2024 - 06.2024
  • Spearheaded initiatives to increase e-claim adoption on the ICICI Lombard portal from 15% to 25% in two months.
  • Enhanced e-cashless processes from 51% to 70%, streamlining hospital claims management.
  • Monitored data quality metrics and implemented necessary improvements to maintain standards.
  • Drove automation initiatives to optimize data processes and enhance overall efficiency.

Product Manager (MT)

ICICI Lombard, MUM
Mumbai
05.2023 - 01.2024
  • Reduced CRT calls and emails by 40% using customer grievance data to develop product solutions.
  • Facilitated brainstorming sessions to gather requirements and managed project stakeholders effectively.
  • Revamped IL TakeCare app chatbot FAQ by coordinating with various stakeholders independently.
  • Delivered key milestones, including dashboard utilization for business insights and claims data analysis.
  • Created user stories with acceptance criteria in collaboration with Product Owner; documented in Jira.
  • Prioritized and validated requirements using MOSCOW Technique; communicated sprint backlog changes to technical team.
  • Participated in daily Scrum, sprint planning, review, and retrospective meetings to enhance team efficiency.
  • Conducted UAT; successfully launched G2R product expected to generate 3.38 crore by year-end.

Inventory Engineer (TE)

PressureJet Systems, AHM
Ahmedabad
06.2019 - 02.2020
  • Eliminated material shortages in production, decreasing inventory holding costs by 30%.
  • Collected data on lead times and consumed materials to calculate sales probabilities for optimal inventory levels.
  • Utilized Oracle ERP to generate purchase requisitions and establish inventory thresholds.
  • Conducted cycle counts to ensure stock accuracy and integrity.
  • Developed and maintained Requirements Traceability Matrix (RTM) and user manuals.

Education

MBA - Operations

ICFAI Business School
Hyderabad
02.2023

B.Tech - Industrial Engineering

PDPU
Gandhinagar
05.2019

Skills

  • Claims Management
  • Escalation Handling
  • Stakeholder Communication
  • Data Analysis
  • Health Insurance Operations
  • Regional Coordination
  • Workflow Streamlining
  • Short Payment Resolution
  • Process optimization
  • RCA
  • Process improvement
  • Digital Transformation
  • Jira Tool
  • Product Management
  • Strategic Planning
  • Power BI
  • MS Office
  • Creating User Story
  • Supply Chain Management
  • QC Tools
  • Balsamiq

Certification

  • CSPO (Scrum Alliance)
  • Yellow belt - Six Sigma (ASQ)
  • Business Analytics Practitioner

Hobbies and Interests

Reading, Cooking, Travelling

Extracurricular Activities

Operations Head DOT Club, IBS Hyderabad June 2021 - Jan 2023 Managed backend events and was a member of DOT cast. Held sessions on basic to advanced excel to approx. 400 students of IBS Hyderabad.

Languages

English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2

Timeline

Escalation Specialist(SR. Manager)

ICICI Lombard, HYD
12.2024 - Current

Claims Operation

ICICI Lombard, HYD
07.2024 - 11.2024

DATA CURATOR (MT)

ICICI Lombard, HYD
02.2024 - 06.2024

Product Manager (MT)

ICICI Lombard, MUM
05.2023 - 01.2024

Inventory Engineer (TE)

PressureJet Systems, AHM
06.2019 - 02.2020

MBA - Operations

ICFAI Business School

B.Tech - Industrial Engineering

PDPU

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Pranjal Dubal