Rohit Shakya
Gurugram
Summary
Customer Service Escalation Specialist with 3+ years of experience in insurance operations,
customer experience, and complaint management. Expertise in resolving complex
escalations, conducting root cause analysis, ensuring regulatory compliance, and improve
customer satisfaction. Proven track record of maintaining zero TAT breaches, handling
high-priority concerns, and driving operational excellence.
Overview
8
8
years of professional experience
Work History
Senior Associate
Canara HSBC Life Insurance Company
Gurugram
02.2025 - Current
- Resolve escalated customer complaints related to life insurance policies while ensuring
compliance with company and regulatory guidelines. - Conduct root cause analysis to identify recurring issues and recommend corrective
actions. - Collaborate with stakeholders for timely resolution.
- Maintain zero TAT breaches and handle high-priority cases.
Associate
Canara HSBC Life Insurance Company
Gurugram
11.2023 - 01.2025
- Assisted clients with policy inquiries and claims processing.
- Resolved customer complaints through effective communication and problem-solving.
- Conducted follow-up calls to ensure customer satisfaction with services provided.
- Maintained accurate records of customer interactions and transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong customer relationships to encourage repeat business.
Customer Service Associate
Teleperformance (TP)
06.2023 - 10.2023
- Providing support to the customer via voice and E-mail system.
- Resolving issue with quality and within the defined SLA.
Associate Sales Consultant
PolicyBazaar
03.2023 - 04.2023
- Securing sales by reaching out to clients through calls, correspondence, or face-to-face interactions.
- Consistently met and exceeded sales targets through strategic outreach and persuasive communication.
Process Engineer
FLEX FILMS EUROPA
04.2019 - 12.2022
- Streamlined processes to enhance workflow speed and reduce bottlenecks.
- Reduced equipment idle time by implementing efficient scheduling.
- Modified parameters to optimize quality control and minimize defects.
- Maintained superior product standards to ensure compliance and customer satisfaction.
Engineer Trainee
DEE Piping
06.2018 - 01.2019
- Implemented process improvements to enhance operational efficiency and minimize downtime.
- Adjusted parameters to ensure product quality met specifications, contributing to overall production standards.
Education
B.Com (Hons.) - Commerce
GLA University
Mathura05-2025
Diploma Engineering -
GLA UNIVERSITY
Mathura01-2018
12th - Science
SRBB Inter Collage
Uttar Pradesh, Hindi01-2015
Skills
- Customer Complaint Resolution
- Escalation Management
- Customer Experience (CX)
- Conflict Resolution
- Root Cause Analysis (RCA)
- Insurance Operations
- Policy Servicing
- Regulatory Compliance (IRDAI)
- Customer Retention
- SLA Management
- TAT Optimization
- Customer Satisfaction (CSAT)
- Quality Assurance
- Process Improvement
- Stakeholder Management
- Communication Skills
- Problem Solving
- Operational Excellence
Accomplishments
- Certificate of Excellence from CEO (Oct 2024)
- Certificate of Excellence from COO (Aug 2024)
- Certificate of Excellence for Outstanding Quality Performance
- Recognized for HSBC SRM Desk support
- Training Champion Award at PolicyBazaar
Languages
- Hindi
- English
Timeline
Senior Associate
Canara HSBC Life Insurance Company
02.2025 - Current
Associate
Canara HSBC Life Insurance Company
11.2023 - 01.2025
Customer Service Associate
Teleperformance (TP)
06.2023 - 10.2023
Associate Sales Consultant
PolicyBazaar
03.2023 - 04.2023
Process Engineer
FLEX FILMS EUROPA
04.2019 - 12.2022
Engineer Trainee
DEE Piping
06.2018 - 01.2019
B.Com (Hons.) - Commerce
GLA University
Diploma Engineering -
GLA UNIVERSITY
12th - Science
SRBB Inter Collage