Saraswati Pillai
Dombivli
Summary
I am seeking a position that will enable me to leverage my skills and abilities to drive the growth and success of the organization. My goal is to join a reputable company where I can launch my career, develop a versatile skill set, and make a meaningful contribution. I am committed to continuous learning and professional development, and I am confident that I can be a valuable asset to the right team. I am eager to apply my knowledge and capabilities in alignment with the organization's objectives and contribute to its ongoing progress.
Overview
3
3
years of professional experience
Work History
Motor Claim Process Executive
ICICI Lombard General Insurance Co
09.2023 - Current
- Key role involvement is to address customer issues and resolve them in a timely and efficient manner.
- Managing customer queries and grievances, providing information about products or services, processing orders, resolving issues, and maintaining customer satisfaction.
- Handling escalation calls and emails and taking follow-ups with higher management.
- End-to-end service was provided to the customer regarding his claim till settlement.
- We guide customers to a cashless garage for better service, benefits, time, and money savings.
- Keep records of all conversations in our call center database in a comprehensible way.
- Use customer relationship management Genesis (CRM) software, MUSE, Fast-track, Dista and Outlook for mails.
Assistant Manager
Kotak General Insurance
01.2022 - 08.2023
- Handled all the processes of General Insurance (Emails, Calls, Voice BOT, Portal, Website, Renewals, and Retention.
- Fluent with applications like Outlook Mail, GIST, Cisco, and Talisma.
- Interacting with internal teams to provide solutions to customers in a coordinated and timely manner.
- Placed requests for policy issuance of new and renewals, cancellation and refund, and Endorsement like addition, deletion, and correction in the policy.
- Generate leads for health and motor insurance.
- Cross-selling of GI and group products.
- Handled customer service while dealing with requests, complaints, and escalations through email and calls as well.
- Knowledge about general insurance products and services.
- Identifying improvement areas and implementing measures to maximize customer satisfaction level.
Graduate Trainee
Kotak General Insurance
07.2021 - 12.2022
- Handled outbound processes like welcome calls to new customers, verification calls, and emails.
- Demonstrated excellent customer service skills, handling a high volume of incoming calls with patience and professionalism.
- Adept at quickly assessing customer needs and providing effective solutions or escalating complex issues to the appropriate team.
- Consistently met or exceeded key performance metrics, such as call handling time, first call resolution, and customer satisfaction ratings.
- Participated in regular training sessions to stay up-to-date with product knowledge, company policies, and industry best practices.
- Collaborated effectively with cross-functional teams to ensure seamless customer experiences and resolve issues in a timely manner.
- Consistently met or exceeded daily, weekly, and monthly call volume targets, contributing to the overall success of the call center.
Education
Graduate - Bachelor of Management Studies in Finance
SIA Degree College
Dombivali East, Maharashtra01.2021
HSC - Commerce
SIA Junior College
Dombivli West, Maharashtra01.2018
SSC -
Prakash Vidyalaya
Dombivli East, Maharashtra01.2015
Skills
- Communication Skills
- Problem-Solving and Decision-Making
- Customer Service Orientation
- Multitasking and Time Management
- Teamwork and Collaboration
- Adaptability and Flexibility
- Analytical and Reporting Skills
Personal Information
Date of Birth: 11/02/01
Languages
English
Hindi
Tamil
Timeline
Motor Claim Process Executive
ICICI Lombard General Insurance Co
09.2023 - Current
Assistant Manager
Kotak General Insurance
01.2022 - 08.2023
Graduate Trainee
Kotak General Insurance
07.2021 - 12.2022
Graduate - Bachelor of Management Studies in Finance
SIA Degree College
HSC - Commerce
SIA Junior College
SSC -
Prakash Vidyalaya
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