Jayashankar

9 years of result-oriented expertise in Insurance KPO functions, including Process Activities, Service Excellence, Quality Compliance, and Operational Development, with a focus on Training (Process).

Proven track record in handling Transitions and comprehensive knowledge of Insurance KPO operations, ensuring SLAs, Process flows, Forecasting of Requests, MIS, Root Cause Analysis, Training, and SOP’s.

Demonstrated ability to maintain high standards of customer service, achieving customer satisfaction and business retention through adherence to quality and service norms.

Successfully managed escalations and high-priority customer requests and complaints, collaborating with other departments for 100% complaint closure and customer delight.

Proficient in Data Analysis, identifying roadblocks, and resolving client process issues to enhance overall efficiency.

Well-trained in Soft skills, contributing to team success in achieving targets and effectively articulating responsibilities.

Developed visually engaging and insightful dashboards using Power BI to present complex data in a clear and actionable format.

Created and maintained interactive reports in Power BI, incorporating user feedback to enhance the user experience and deliver relevant insights

Resolved business challenges by leveraging Power BI insights, contributing to informed decision-making and process improvements

An iterative and collaborative approach to project management abilities like Agile Processes, Scrum events, Sprint planning, Product backlog management.

Ensuring Scrum team adheres to Scrum principles and practices, promoting a collaborative and high-performing work environment.

Underwriting activities such as Risk Assessment, Underwriting Guidelines, Policy Approval/Denial, Market Research, Policy Renewals

Managing and processing insurance claims to investigate, evaluate, and settle claims fairly and efficiently.