Pratibha Sharma
QualityAnalyst
Thane
Summary
With 17 years of experience in customer relations, stakeholder management, and operations for life insurance products at Prudential UK. Have developed expertise in these areas. Responsible for ensuring smooth functioning of Prudential's service delivery. Have successfully handled complaints, provided product and process training to new hires, and implemented performance development and management strategies. Have proven track record which includes overseeing process migration and improvements, as well as system enhancements at Prudential UK.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Business Process Lead – JL3 (Quality Analyst)
TATA Consultancy Services Ltd.
Thane
08.2018 - Current
- To do root cause analysis with corrective and preventions actions being taken for any customer complaints received
- Regular Analysis of Queries/Quality errors to identify trends and bridge gaps and increase scope of processes
- Actively participate with the technical team to identify and cascade process/product updates between UK and India
- Process and manage all client’s escalations by conducting research/fact-finding and coordinating with the Capita onshore team when required
- Maintain a strong relationship with the stakeholders and ensure customer Satisfaction & along with employee satisfaction
- Audit work streams to ensure compliance with process and quality standards & internal and external regulations
- Breaches- log breaches and conduct investigations, create awareness of breach impact with the team members
- Responsible for co-coordinating of workflow within the team
- Conduct assessments, improvement opportunities and audits for the process and plan for Improvement
- Conduct calibration calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations
- Developed detailed plans based on broad guidance and direction.
Senior Executive
Capita India Private Ltd.
08.2008 - 07.2018
- Responsible for providing solutions to customers based in UK
- Checking and Auditing the work done by the surrender claims team
- Ensuring that payments made to authorized individuals or companies are done correctly
- Providing feedback and complex queries by liaising with back office/ Complaints Team for quicker resolution ensuring turnaround time is not busted
- Highlighting discrepancies in the process to the Process leader so that it was noted and shared with the team
Insurance Executive
Prudential India Private Limited.
05.2008 - 07.2008
- Handling calls and complex queries by liaising with back office/ complaints Team for quicker resolution and maintaining the turn around time
- Surrendering Policies fully or partially as per customer’s request
Senior Executive
Intelenet Global Services Ltd.
01.2008 - 03.2008
- Maintaining and updating the credit report of the US citizens
- Sending reports to companies like -Experian and Equifax
Senior Executive - Inbound Calls
Reliance Info streams Pvt. Ltd.
12.2006 - 01.2008
- To ensure excellent customer experience and to provide accurate information to the customers and Web World people
- Handling queries and complaints for Retails, SME and Corporate customers
- Resolving & reverting through mails for customer issues of customers
Education
Bachelor in Commerce - B.com
Burdwan University
Durgapur 04.2024 - 06.2024
Skills
Customer Service
Personal Information
Date of Birth: 14 June 1985
Father's name: Shiv Shankar Sharma
Hobbies: Watching movies, travelling, Listening Indian Music and playing badminton.
Timeline
Bachelor in Commerce - B.com
Burdwan University
04.2024 - 06.2024
Business Process Lead – JL3 (Quality Analyst)
TATA Consultancy Services Ltd.
08.2018 - Current
Senior Executive
Capita India Private Ltd.
08.2008 - 07.2018
Insurance Executive
Prudential India Private Limited.
05.2008 - 07.2008
Senior Executive
Intelenet Global Services Ltd.
01.2008 - 03.2008
Senior Executive - Inbound Calls
Reliance Info streams Pvt. Ltd.
12.2006 - 01.2008
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