SANDHYA
Bengaluru
Summary
OBJECTIVES: Customer-focused in Personal Banking and Wealth Management with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Customer Care Support Specialist
HSBC Electronic Data Processing India Private Limited
Bangalore
03.2025 - 06.2026
- Delivered customer service and support while adhering to UK-specific quality standards during business hours.
- Managed inbound and outbound customer queries via calls, emails, and live chat.
- Resolved customer inquiries, issues, and requests promptly and professionally.
- Provided accurate information and effective solutions to efficiently address customer problems.
- Escalated complex issues as necessary to ensure timely resolution.
- Conducted KYC and fraud investigations to maintain compliance and security.
- Maintained comprehensive knowledge of customer savings, current accounts, verification processes, and account amendments.
- Supported customers with mobile and online banking services, including payments and account switching.
Underwriting Associate- Insurance
Accenture
Bangalore
08.2019 - 03.2025
- Settled claims for veterinarians and policyholders by investigating medical history and claim forms.
- Denied claims not covered under insurance policies.
- Mentored and trained new associates to achieve performance targets.
- Collaborated with customer managers to enhance satisfaction and drive business growth.
- Completed tasks on time while maintaining 100% quality standards.
- Managed email support for complaint identification, customer inquiries, and cancellation policies.
- Recreated broken insurance policies as a high priority.
- Handled complex client queries regarding payment inception issues.
Technical Support Officer in Inbound voice Process
Hinduja Global Solutions
Bangalore
12.2011 - 11.2018
- Provided customer support for business and residential clients, installing and configuring computer hardware and software applications.
- Administered troubleshooting measures to eliminate recurrent connectivity issues.
- Analyzed and interpreted tier-2 technical procedures requiring scheduling dispatches.
- Diagnosed, documented, and resolved technical issues in Windows XP, Windows 8, MS Office, Outlook email setup, and LAN/WAN connectivity using SOPs.
Senior Claims Process Consultant- Health Insurance
Hinduja Global Solutions
12.2011 - 11.2018
- Executed end-to-end adjudication of insurance claims, ensuring timely resolution and compliance with industry standards.
- Filed and processed client insurance claims, achieving high accuracy rates and minimizing errors.
- Verified coverage and calculated payment amounts for each claim.
- Investigated fraudulent claims following established protocols.
- Drafted and dispatched statements detailing coverage and amounts owed to customers.
- Coordinated payments to doctors' offices and hospitals, facilitating prompt reimbursement for covered procedures.
Education
Bachelor Of Commerce -
DR. C.V. Raman University
12-2017
Skills
- Team player
- Proficient communication skills
- Zeal to learn and explore new concepts and processes
- Ability to organize Events
- Adaptable to various professional environments
- Quick learner
- Handling a team of 4 employees
- Ability to grasp information related to process quickly
- Active listener
- Operating Systems: Windows 8
- Tools/Software: MS Office, MS Word, MS Excel, MS Outlook
- Team building coordination
- Task delegation
- Priority management
- Time management
Accomplishments
- Received the 'Best Performer Award' for giving the best resolve to the critical queue with 100% quality.
- Bestowed the Best Customer Manager Award three times.
- Received certificates from the client for work excellence.
Disclaimer
I hereby declare that the above furnished information is true and correct to the best of my knowledge and belief.
Timeline
Customer Care Support Specialist
HSBC Electronic Data Processing India Private Limited
03.2025 - 06.2026
Underwriting Associate- Insurance
Accenture
08.2019 - 03.2025
Technical Support Officer in Inbound voice Process
Hinduja Global Solutions
12.2011 - 11.2018
Senior Claims Process Consultant- Health Insurance
Hinduja Global Solutions
12.2011 - 11.2018
Bachelor Of Commerce -
DR. C.V. Raman University