ROMARIO CRUZ JA
BENGALURU
Summary
Dynamic Senior Associate at Gallagher Arthur J with expertise in claims processing and client communication. Proven track record in enhancing client satisfaction through efficient claims resolution and policy reviews. Skilled in compliance standards and issue resolution, contributing to team success and operational improvements. Committed to delivering tailored solutions that drive client retention.
Overview
10
10
years of professional experience
5
5
Languages
Work History
Senior Associate- Service Support Managment
Gallagher Arthur J
05.2025 - 10.2025
- Conducted detailed policy reviews to identify coverage gaps, providing clients with tailored recommendations to meet their needs.
- Processed insurance claims efficiently, ensuring adherence to compliance standards and enhancing client satisfaction through timely resolutions.
- Collaborated with cross-functional teams to streamline claims processing, improving accuracy and reducing turnaround time for client requests.
- Assisted clients with inquiries regarding policy details, facilitating clear communication to enhance understanding and trust in services provided.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Developed and implemented promotional strategies to increase customer base.
Specialist
Sprint On Web, Bengaluru
11.2022 - 02.2025
- Worked as Specialist and responsible for handling P&C claims payment and claim settlement.
- Managing claims Property claims end to end. Creating claims as per the loss description from the customer and issuing Payments to the vendors & Policy Holders.
- Reviewing the contract and policy documents as per their coverage and release payment accordingly.
- Reporting to senior management if there are any irregularities in claims.
- Taking decisions on which would be cost effective i.e., to repair, replace the appliance or providing Cash in Lieu to customer.
- Sending settlement letter to customer and ensuring they receive it through calls or emails.
- Contacting vendors, policyholders and technicians through call and emails for claims and payment related queries.
- Meeting daily SLA with 100% Quality and Productivity.
- Processing payment for claims resolution within designated authority level up to $10,000, informing manager to approve if it is more than $10,000.
Sales Support
Just Energy (JEBPO Services)
08.2020 - 07.2022
- Prepared ad-hoc reports as requested by the senior management team.
- Performed trend analysis on historical data to identify areas for improvement.
- Documented processes related to report generation and maintenance procedures.
- Reviewed customer feedback surveys and identified key insights from the collected data.
- Collaborated with stakeholders across departments to ensure all requirements are met prior to the delivery of reports.
- Identified potential opportunities for cost savings through effective use of resources.
- Prepared graphs, spreadsheets, and reports for presentations.
Customer Service Executive
Ought Right
09.2017 - 07.2020
- Managed UAE client inquiries, enhancing satisfaction and retention through effective communication.
- Resolved customer issues promptly, leading to measurable improvements in service efficiency. Utilized digital marketing insights to support recruitment efforts, optimizing client engagement. Collaborated with team to streamline processes, achieving significant operational improvements.
Customer Service Executive
Aegis ITPL
09.2015 - 08.2017
- Managed US client inquiries on flight and hotel bookings, ensuring timely resolutions. Enhanced customer satisfaction through effective problem-solving and communication. Utilized analytical skills to address booking issues, improving client retention.
- Collaborated with team to streamline processes, reducing response times.
- Achieved measurable improvements in customer feedback scores.
Education
Bachelor in Commerce - Commerce
Bachelor of Commerce, Baldwin Methodist College
Bengaluru, India 04.2001 -
Pre University Education - PCMB
St Joseph Indian PU College
Bengaluru, India 04.2001 -
Skills
Claims processing
Policy review
Compliance standards
Client communication
SLA management
Customer support
Issue resolution
Claims settlement
Payment processing
Client retention
Problem-solving
Customer service
Timeline
Senior Associate- Service Support Managment
Gallagher Arthur J
05.2025 - 10.2025
Specialist
Sprint On Web, Bengaluru
11.2022 - 02.2025
Sales Support
Just Energy (JEBPO Services)
08.2020 - 07.2022
Customer Service Executive
Ought Right
09.2017 - 07.2020
Customer Service Executive
Aegis ITPL
09.2015 - 08.2017
Bachelor in Commerce - Commerce
Bachelor of Commerce, Baldwin Methodist College
04.2001 -
Pre University Education - PCMB
St Joseph Indian PU College
04.2001 -