Roma Vanjare
Pune
Summary
Results-driven professional with 9 years of comprehensive experience in the insurance domain, specializing in voice support, chat, and email-based customer service operations for clients across the USA and UK region. Proven ability to manage complex customer interactions, ensure high-quality service delivery, and resolve queries efficiently within SLA timelines. Adept at handling policy servicing, claims support, and client communications while maintaining a customer-centric approach.
Possess 2 years of strong team-handling experience, leading and mentoring high-performing teams to achieve service excellence, process adherence, and performance targets. Skilled in training new team members, monitoring daily operations, conducting quality audits, and driving continuous improvement initiatives.
Overview
12
12
years of professional experience
Work History
Business Process Lead
Tata Consultancy Services
03.2020 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted with new hire processing and existing training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Built strong relationships with customers through positive attitude and attentive response.
- Coordinated weekly meetings for internal and external groups.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Associate
Accenture
07.2019 - 02.2020
- Handled incoming telephone calls chats emails promptly to minimize customer waiting times and enhance customer satisfaction ratings.
- Collected customer data, processing in line with GDPR guidelines.
- Followed-up on customer interactions to provide further support.
- Listened to clients to identify requirements and prepare accurate tickets for further action
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
Quality Lead
WNS
11.2016 - 07.2019
- Evaluated recordings to recommend improvements to associates and team managers .
- Checked accuracy of data taken through, reporting inaccuracies to authorized personnel.
- Assessed recorded conversations to ensure staff followed company procedures throughout calls email chat .
- Investigated complaints by assessing conversion recordings, taking disciplinary actions if necessary.
- Reviewed work results against objectives and identified staff knowledge or skill gaps.
Customer Support Executive
Mphasis
07.2014 - 05.2015
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Maintained excellent customer satisfaction by assisting and helping them with any questions, stock queries and complaints.
- Answered incoming phone calls with professionalism and warmth.
- Guided customers to streamline processes.
Billing Executive
Aster Medipoint Hospital
01.2013 - 07.2014
- Provided exceptionally high levels of customer service via live chat, email, phone and social media.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
- Collaborated cross-functionally on healthcare resource allocation and service provision.
Education
Master of Business Administration -
Akemi Business School
04-2016
Post Graduate Diploma - Hospital Management
Sancheti Institute
04-2012
Bachelor of Science -
Akemi Business School
04-2011
Higher Secondary School -
Vidya Bhavan College
04-2008
Secondary School Certificate -
Akemi Business School
04-2006
Skills
- Operational excellence
- Team building and motivation
- Multitasking Abilities
- Team leadership
- Decision-making
- Team collaboration
Languages
English
Hindi
Marathi
Personal Information
Hobbies: Singing, Socializing, Cooking, Dancing, Shopping
Timeline
Business Process Lead
Tata Consultancy Services
03.2020 - Current
Senior Associate
Accenture
07.2019 - 02.2020
Quality Lead
WNS
11.2016 - 07.2019
Customer Support Executive
Mphasis
07.2014 - 05.2015
Billing Executive
Aster Medipoint Hospital
01.2013 - 07.2014
Master of Business Administration -
Akemi Business School
Post Graduate Diploma - Hospital Management
Sancheti Institute
Bachelor of Science -
Akemi Business School
Higher Secondary School -
Vidya Bhavan College
Secondary School Certificate -
Akemi Business School
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