Ragni
New Delhi
Summary
Dedicated professional specializing in customer service and claims processing. Demonstrated success in efficiently resolving complaints and enhancing operational workflows in health insurance. Strong collaborative skills contribute to team-driven improvements and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Associate Service Consultant
Policybazaar for Business
05.2024 - Current
- Managed cashless and reimbursement claims for corporate health insurance.
- Processed end-to-end claims from various channels efficiently.
- Coordinated daily activities with internal and external departments to ensure smooth operations.
- Resolved customer complaints through emails, social media, letters, and government platforms.
- Liaised with insurer, legal, and compliance teams to facilitate effective case handling.
- Analyzed sales-related complaints and generated reports to minimize issues.
- Addressed customer service and sales complaints promptly.
Health Insurance Specialist
Nivabupa Health Insurance
01.2023 - 01.2024
- Health Insurance Sales & Consultation: Guided customers in selecting suitable health insurance products by analyzing their requirements, benefits, and affordability, ensuring the best policy match.
- Policy Renewals & Cross-Selling: Assisted clients with timely renewals of existing policies, while promoting upgrades and cross-selling additional coverage plans to maximize protection and retention.
- Customer Query Resolution: Addressed customer inquiries regarding premium payments, policy coverage, claim process, and benefits, providing end-to-end assistance to enhance client satisfaction.
- Coordination with Insurance Providers: Liaised with multiple insurers to clarify product details, resolve discrepancies, and expedite issuance and renewal processes.
- Compliance & Documentation: Ensured accurate documentation of proposals, KYC verification, and premium processing in alignment with IRDAI regulations and company standards.
Claim Specialist
HDFCERGO General Insurance
01.2020 - 01.2023
- Health Insurance Advisory & Sales: Assisted customers in comparing and choosing the best health insurance policies based on their medical needs, budget, and eligibility.
- Policy Renewals: Guided clients through the renewal process, ensuring timely premium payments, and seamless continuation of coverage.
- Customer Support & Query Resolution: Resolved customer queries regarding policy benefits, premium details, and claim processes, ensuring high satisfaction and retention.
- Cashless & Reimbursement Guidance: Explained the process of cashless hospitalization and reimbursement claims to customers, improving awareness and trust.
- Documentation and Verification: Ensured accurate KYC, proposal forms, and medical documents were collected, verified, and submitted in line with compliance standards.
- Cross-Selling & Upselling: Recommended additional riders, top-ups, and family floater plans to maximize customer coverage, and increase sales conversion.
- Coordination with Insurers: Acted as a bridge between customers and insurance companies to resolve policy issuance, endorsement, and claim-related discrepancies.
- Compliance and Policy Adherence: Ensured all proposals and renewals complied with IRDAI guidelines and company SOPs to minimize risk and rejections.
- System Handling: Used PolicyBazaar CRM tools and insurer portals to initiate proposals, track status, and update customer records.
- TAT and SLA Achievement: Consistently met defined turnaround time (TAT) and service-level agreements (SLA) for policy issuance and renewal handling.
- Stakeholder Communication: Maintained clear communication with customers, insurers, and internal teams to ensure smooth policy servicing.
- Escalation Handling: Addressed escalated cases, such as delayed policy issuance or rejected proposals, by coordinating with insurance partners for quick resolution.
- Audit & Quality Checks: Conducted quality checks on proposals and renewals to minimize errors, rejections, and compliance issues.
Associate
Bajaj Allianz Life Insurance Co. Ltd.
01.2019 - 01.2020
- Administered call operations by coordinating inbound and outbound communications, adeptly resolving retail policy questions.
- Coordinated with internal teams to streamline operational processes and enhance efficiency.
- Analyzed policy data to ensure compliance with regulatory requirements and company standards.
- Assisted customers with selecting items and answering questions about products.
- Provided customer service support for inquiries, complaints, and returns.
Associate
Consodium Biotech Pvt. Ltd.
01.2018 - 01.2019
- Streamline booking of online consultations for Apollo Hospital patients using live Google sheet by engaging with doctors and secretaries
- Managed client communications and inquiries effectively and professionally.
- Managed multiple tasks simultaneously while maintaining attention to detail.
Education
Master of Arts - Political Science
IGNOU
Delhi01.2022
Bachelor of Arts - Hindi Honours
JDM College, University of Delhi
Delhi01.2018
Skills
- Adaptable and diligent
- Goal-oriented and focused
- Collaborative team member
- Customer service
- Claims processing
- Policy analysis
- Effective communication
- Problem solving
- Conflict resolution
- Positive and professional
Languages
- Hindi
- English
Hobbies and Interests
- Listening soft music
- Dance
- Reading books
- Watching inspirational movies
Disclaimer
I hereby solemnly affirm that all the above information is true to the best of my knowledge and efficiency.
Workshops And Seminars
- National conference on energy security for India - creating biofuel economy
- Renewables 'energy India expo'
- National conference on smart city development
Participations
Cultural fest
Timeline
Associate Service Consultant
Policybazaar for Business
05.2024 - Current
Health Insurance Specialist
Nivabupa Health Insurance
01.2023 - 01.2024
Claim Specialist
HDFCERGO General Insurance
01.2020 - 01.2023
Associate
Bajaj Allianz Life Insurance Co. Ltd.
01.2019 - 01.2020
Associate
Consodium Biotech Pvt. Ltd.
01.2018 - 01.2019
Master of Arts - Political Science
IGNOU
Bachelor of Arts - Hindi Honours
JDM College, University of Delhi