PRIYANKA ANAVKAR
Mumbai
Summary
A seasoned insurance professional with over 5 years of experience in managing processes within the insurance sector. Highly skilled in leading teams and streamlining operations through digitization and automation. Proven ability to drive efficiency, improve productivity, and implement innovative solutions that enhance workflow and service delivery. Known for successfully transforming operational processes to achieve optimal performance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
CRM Grievance Manager
Aditya Birla Health Insurance
06.2019 - Current
- Design and implement CRM strategies that enhance customer engagement, retention, and acquisition
- Analyse customer data to identify trends, opportunities, and areas for improvement
- Maintain detailed records of grievances, investigations, and resolutions to ensure transparency and traceability
- Oversee the collection, management, and analysis of customer data to ensure it is accurate, up-to-date, and compliant with regulations
- Ensure that the CRM system integrates smoothly with other business systems like marketing automation, sales tools, and customer service platforms
- Map out the customer lifecycle to identify key touchpoints and optimize interactions
- Collaborate with marketing, sales, and customer service teams to ensure consistency across customer touchpoints
- Analyse NPS by different customer segments to identify areas of strength or improvement and regularly act on NPS data to improve customer experience, address issues, and enhance loyalty
- Provide ongoing support to internal teams to ensure CRM tools are being utilized efficiently and effectively
Assistant Manager
Aditya Birla Health Insurance
06.2019 - Current
- Managed post-policy health checkup benefits for clients, ensuring they received all entitled services
- Prepare regular reports on CRM/QMS performance, customer engagement, sales pipeline, and customer satisfaction metrics
- Coordinated and organized health checkup events, working closely with Branches and vendors
- Managed CEO DESK queries & prepared and delivered regular reports to the CEO or leadership team on club activities and membership growth
- Effective management both TAT (CRM/QMS) reports carefully tracking, analysis and organization to ensure efficiency and accuracy
Executive
Aditya Birla Health Insurance
06.2019 - Current
- Drafted and managed communications for Health Camp arrangements
- Made calls to facilitate reimbursement claims, ensuring smooth communication with clients
- Addressed client queries related to claims within the Query Management System (QMS), providing timely resolutions
- Uploaded client reports to system, ensuring all documentation was accurate and up to date
- Managed the end-to-end invoice processing for multiple vendors, ensuring timely and accurate payment
Admin Assistant
Apex Kidney Care Hospital
05.2017 - 01.2019
- Managed Stock Across Multiple Branches: Oversaw inventory management for 18 branches of Apex Kidney Care Hospital across Mumbai, ensuring optimal stock levels and smooth operations
- Software Data Entry: Efficiently entered consumption and purchase data into Medica Software to streamline hospital operations
- Billing & Documentation: Prepared accurate material bills and handled documentation to ensure proper billing procedures
- Vendor Payment Management: Processed and managed vendor payment invoices, ensuring timely payments and proper documentation
- Procurement & Material Requests: Sent purchase requests to vendors based on hospital requirements, ensuring timely procurement of necessary materials
Ticket Selling Officer
Mumbai Metro – Reliance
12.2013 - 03.2016
Education
B.Com -
Mumbai University
Mumbai01.2012
H.S.C - Commerce
Maharashtra board
01.2009
S.S.C -
Maharashtra board
01.2007
Skills
- Tally ERP 9
- Advance Excel
- MsOffice
- Decision Making
- Team player
- Collaborative working
Accomplishments
Rancho of the Quarter, Aditya Birla Health Insurance, 10/01/23
Hobbies and Interests
- Travelling/Exploring new places
- Dancing
- Cooking
Languages
- English
- Hindi
- Marathi
Personal Information
Date of Birth: 07/15/91
Timeline
CRM Grievance Manager
Aditya Birla Health Insurance
06.2019 - Current
Assistant Manager
Aditya Birla Health Insurance
06.2019 - Current
Executive
Aditya Birla Health Insurance
06.2019 - Current
Admin Assistant
Apex Kidney Care Hospital
05.2017 - 01.2019
Ticket Selling Officer
Mumbai Metro – Reliance
12.2013 - 03.2016
B.Com -
Mumbai University
H.S.C - Commerce
Maharashtra board
S.S.C -
Maharashtra board
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