Summary
Overview
Work History
Education
Skills
Affiliations
Websites
Accomplishments
Certification
Timeline
Generic

Santosh Kumar Bantupalli

Visakhapatnam

Summary

Results-oriented Senior Team Lead with extensive experience in the Property and Casualty insurance industry, skilled in managing teams and implementing new processes to meet client SLAs. Specializes in resource planning, quality assurance, and staff training, with a focus on continuous improvement through root cause analysis and corrective action. Successfully managed US Property and Casualty insurance operations, handled client escalations, and led CAPA initiatives to drive operational efficiency. Excel proficient with deep understanding of policy issuance and checking processes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Team Lead

Patra India BPO Services
Visakhapatnam
10.2020 - Current
  • In my role as a Senior Team Lead, I successfully oversee the US Property and Casualty insurance operations team by managing AHT, SLA adherence, validating/updating SOPs, handling client escalations, and addressing attrition/shrinkage.
  • Guided CAPA efforts and performed RCA techniques for ongoing enhancements

Team Lead

Patra India BPO Services
Visakhapatnam
10.2020 - 10.2023
  • Addressed employee or production issues directly and implemented timely solutions to minimize resource and time losses.
  • Managed schedules, accepted time off requests, and ensured coverage for short shifts
  • Maintained detailed documentation of receipts, employee hours and inventory movements
  • Reported on updates to process specifications and progress
  • Configuring new remote logins for team members
  • Ensured adherence to quality benchmarks and exceeded client SLAs

Process Executive II

Patra India BPO Services
Visakhapatnam
03.2019 - 10.2021
  • Worked on a specific project as a team with the Manager, Supervisor, and Team Lead, completing it to perfection
  • Followed workflow processes as per the SOP
  • Organized reports
  • In the absence of the Team Lead, worked as a stand-in
  • Resolved problems, improved operations and provided exceptional service
  • Conducted research, gathered information from multiple sources and presented results

Process Executive I

Patra India BPO Services
Visakhapatnam
11.2018 - 02.2019
  • Promoted to PE-I after gaining experience on the commercial insurance Policy Issuance process
  • I worked with a team of 12 process executives and on a variety of carriers
  • I successfully implemented two new processes and made them billable to my organization
  • In the PE category, I received the Quality Star Award

Education

B.Tech - Mechanical

AVANTHI INSTITUTE oF ENGINEERING AND TECHNOLOGY
Visakhapatnam
07.2017

Skills

  • Team Supervision
  • Client Service
  • Documentation And Reporting
  • Work Planning
  • Shift Scheduling
  • Quality Improvement
  • Goal Setting
  • Issue Resolution
  • Service Level Agreements
  • SOP Adherence
  • Key Performance Indicators
  • Teamwork and Collaboration
  • Leading Team Meetings
  • Performance Improvement
  • Microsoft Excel, Outlook & MS-Office
  • Experience in Property & Casualty - Policy Issuance, Binding, Renewals, MVRs, Fleet, Invoicing, Acords forms review

Affiliations

  • Successfully managed and trained teams in the Property and Casualty insurance sector.

Websites

Accomplishments

Awarded as the Best Employee of the Year during my tenure as a Team Lead, recognizing my exceptional leadership and contributions to the team’s success.

Certification

  • Building responsive website by using HTML, CSS, Bootstrap (https://certificates.ccbp.in/intensive/responsive-website?id=JQYWEYMABV)

Timeline

Senior Team Lead

Patra India BPO Services
10.2020 - Current

Team Lead

Patra India BPO Services
10.2020 - 10.2023

Process Executive II

Patra India BPO Services
03.2019 - 10.2021

Process Executive I

Patra India BPO Services
11.2018 - 02.2019

B.Tech - Mechanical

AVANTHI INSTITUTE oF ENGINEERING AND TECHNOLOGY

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