Summary
Overview
Work History
Education
Skills
Websites
Languages
Projects
Training
STRENGTHS
WHY SHOULD YOU HIRE ME?
Timeline
Generic
Shaik Roomin Sultana

Shaik Roomin Sultana

Godrej United, PA302,Mahadevpura Bangalore.

Summary

Dynamic customer success leader with a proven track record at Plum HQ, excelling in claims processing and relationship management. Skilled in document compliance and team leadership, I drive customer satisfaction and operational efficiency, ensuring seamless onboarding experiences. Recognized for enhancing service quality and achieving key performance indicators through effective training and development initiatives.

Overview

17
17
years of professional experience

Work History

Lead - Onboarding - Customer Success

Plum Benefits
Bangalore
09.2023 - Current
  • Accurately and efficiently completed daily tasks to ensure seamless operations.
  • Collaborated with cross-functional teams to resolve product issues and meet key business objectives.
  • Assessed and addressed customer needs promptly, ensuring satisfaction and timely resolution.
  • Promoted cross-functional collaboration to consistently achieve or exceed performance targets.
  • Utilized strong interpersonal skills to effectively engage with customers and stakeholders.
  • Developed SOPs to streamline and enhance the onboarding process.
  • Coordinated with insurers on policy issuance through regular weekly and monthly updates.
  • Shared daily reports with the team to track individual metrics and overall productivity.
  • Led training and brainstorming sessions to motivate and enhance team skills.
  • Conducted daily team check-ins to review performance and drive continuous improvement.
  • Resolved escalated cases by working closely with internal teams and insurers, ensuring timely closures.
  • Drove initiatives that resulted in a 100% Net Promoter Score (NPS), reflecting exceptional customer satisfaction.
  • Oversaw team activities to ensure timely and successful completion of project milestones.
  • Motivated and guided team members to consistently meet and exceed key performance indicators (KPIs).
  • Collaborated across the team to achieve project objectives within set deadlines.
  • Assigned and tracked daily cases, streamlining workflow and enhancing operational efficiency through effective reporting.
  • Contributed innovative ideas that significantly improved team performance and outcomes.

Lead - Claims - Customer Success

Plum Benefits
Bangalore
04.2023 - 08.2025
  • Drove initiatives that resulted in a 100% Net Promoter Score (NPS), reflecting exceptional customer satisfaction.
  • Oversaw team activities to ensure timely and successful completion of project milestones.
  • Motivated and guided team members to consistently meet and exceed key performance indicators (KPIs).
  • Collaborated across the team to achieve project objectives within set deadlines.
  • Assigned and tracked daily cases, streamlining workflow and enhancing operational efficiency through effective reporting.
  • Contributed innovative ideas that significantly improved team performance and outcomes.

Senior Associate- Claims

Plum Benefits
Bangalore
01.2022 - 04.2023
  • Efficiently managed the end-to-end claims reimbursement process to ensure timely settlements.
  • Facilitated secure post-discharge document collection through portal login access for patients.
  • Guided customers in uploading required documents via WhatsApp link after insurance selection.
  • Scrutinized submitted documents for accuracy and compliance before forwarding to the insurer.
  • Promptly requested additional documentation when needed, maintaining clear and timely communication with customers.
  • Reviewed insurer queries for admissibility and coordinated updates or clarifications with customers.
  • Monitored claim statuses, communicated settlement outcomes, and explained any deductions based on policy terms.
  • Ensured high customer satisfaction post-settlement by verifying credited amounts and collecting feedback for continuous improvement.

Contact Centre Officer-Team Coach

DHL Express India Pvt Ltd
Chennai
04.2015 - 01.2022
  • Effectively respond to all customer enquirers regarding DHL’s Air Freight services, by consistently and confidently providing customers with accurate information.
  • Coordinates the work of various operations Cargo/Logistics Sub-unit concerning delivery shipments and other services.
  • Offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquirers and securing their bookings.
  • Handling key accounts and Corporate Clients, managing shipment tracking and tracing.
  • Inform about additional services and products (e.g., Insurance, time definite delivery, packaging, account facilities, etc.) during the course of interaction with customers and convince them to opt for these services for their benefit which in turn generate additional revenue to DHL.
  • Proactively informs the customer about DHL account creation which yields additional benefit to the customers as well to DHL.(Sales Lead)
  • Manage team reports regarding KPI’s (Key Performance Indicators) on daily, weekly and monthly basis.
  • Measure call quality and chat quality for Team on monthly basis on KPHP(Knowledge,Politeness,Helpful,Process) parameters.
  • Conduct product-based training, process training to the new joiners.
  • Approve Team Up selling every month by verifying the sale of the agent.
  • Conduct Team Meetings & Performance dialogue for the team with current service updates in industry.
  • Handle Escalations and make follow ups with other departments to resolve the issue.Maintain Escalation tracker follow-up .
  • Handle Chat support by providing customers with accurate resolutions.
  • Conduct Subject matter experts’ sessions to floor on process and soft skills.
  • Awarded as Superstar of the month three times in year 2019, two times in year 2018 for the outstanding service given to the customer going out of box and for doing project Knowledge Bytes
  • Co-ordinate with HR to conduct employee engagement activities to the entire floor whenever required.
  • Awarded Friyay Champion for the year 2019 for actively participating/conducting employee engagement programs.

Senior Technical Support Engineer

K7 Computing Private Limited
Chennai
02.2009 - 02.2010
  • Delivered technical support to corporate clients, SMBs, and end users for K7 security products.
  • Assisted customers with solutions during installation, activation, and updates of products.
  • Handled customer queries and complaints via calls, emails, and chat support efficiently.
  • Provided pricing quotations and conducted product demonstrations to potential customers.
  • Analyzed customer PCs for undetected malware infections and escalated issues for resolution.
  • Coordinated with sales teams to generate revenue through qualified leads.
  • Conducted training sessions on products for sales teams, distributors, and resellers.
  • Gathered product feedback from market interactions for continuous improvement efforts.

Education

B. Tech - Information Technology

Narayana Engineering College
Gudur, Nellore Dist.

Skills

  • Windows operating systems
  • Microsoft Office suite
  • Claims processing
  • Technical support
  • Relationship management
  • Customer onboarding
  • Document compliance
  • Account oversight
  • Training and development
  • KPI analysis
  • Team leadership
  • Quality assurance
  • Escalation handling

Languages

Languages Known:

  • English – Proficient
  • Hindi – Fluent
  • Telugu – Fluent
  • Urdu – Fluent
  • Tamil – Conversational

Projects

A. Up-selling

B. Soft Skills,

C. Subject Matter Experts

D. Claims- Reimbursements

F. Onboarding

Training

  • Conducted on-the-job training (OJT) sessions for new joiners to ensure smooth onboarding and process understanding.
  • Delivered monthly Subject Matter Expert (SME) sessions on processes and products to departmental batches for knowledge enhancement.
  • Facilitated monthly soft skills training sessions for the entire department, promoting effective communication and professional development.

STRENGTHS

  • Hardworking – Committed to excellence with a strong work ethic, consistently going above and beyond (8 hours a day, 5 days a week).
  • Persuasive Communicator – Skilled at influencing and driving consensus through clear, confident communication.
  • Motivator & Optimist – Naturally inspires and uplifts teams with a positive mindset and solution-focused approach.

WHY SHOULD YOU HIRE ME?

  • Excellent Communication & Persuasion Skills – Possess strong verbal and written communication abilities with a natural talent for convincing and influencing others.
  • Quick Learner & Enthusiastic – Highly motivated to learn new concepts with the ability to grasp and apply them rapidly.
  • Creative & Innovative Thinker – Consistently brings fresh ideas and solutions to improve processes and outcomes.
  • Self-Motivated – Driven by internal goals, takes initiative, and delivers results with minimal supervision.

Timeline

Lead - Onboarding - Customer Success

Plum Benefits
09.2023 - Current

Lead - Claims - Customer Success

Plum Benefits
04.2023 - 08.2025

Senior Associate- Claims

Plum Benefits
01.2022 - 04.2023

Contact Centre Officer-Team Coach

DHL Express India Pvt Ltd
04.2015 - 01.2022

Senior Technical Support Engineer

K7 Computing Private Limited
02.2009 - 02.2010

B. Tech - Information Technology

Narayana Engineering College

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Shaik Roomin Sultana