Sheetal Hiwale
Pune
Summary
Dynamic Sr. Customer Associate with over a decade at WNS Global Services, adept in multitasking and exceptional communication. Excelled in training peers, mastering customer service, and driving negotiations, significantly enhancing team proficiency and client satisfaction. Proven track record in payment processing and product knowledge, showcasing a blend of hard and soft skills.
Overview
19
19
years of professional experience
Work History
Sr. Customer Associate
WNS Globle Services
Pune India
12.2004 - Current
- 2004 -2009 : Customer Associate Engineer's Planning Team (Aviva Motor Insurance) at EXL (NCOP)
- Role: Plan the diaries for field Engineers, co-ordinate with Aviva policyholder and Approved or non approved repairers.
- Managed high volume of incoming calls and emails while maintaining excellent service quality standards.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- 2010-2012 : Sr. Customer Associate – Setups Team, Own Damage Customer, Recovery Team (Aviva Motor Insurance) WNS Global Services.
- Role: Bank the recoveries.
- 2013- till date : Sr. Customer Associate- Third Party Management (Aviva Motor Insurance)
- Role: To settle Third Party’s vehicle damage claims, Property Damage claims, negotiations to reduce claim cost and to bank Fraud and Technical savings.
- Mentored new hires during their integration period.
- Coached junior associates on best practices, leading to a more proficient and knowledgeable team overall.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced customer and client satisfaction by addressing and resolving complex inquiries in a timely manner.
Education
Bachelor Of Commerce - Financial Accounting
Dr. D Y Patil School
Pune04.2003
Skills
- Multitasking proficiency
- Exceptional communication
- Training and mentoring
- Strong negotiation
- Customer Service
- Payment Processing
Languages
Marathi, English and Hindi.
Timeline
Sr. Customer Associate
WNS Globle Services
12.2004 - Current
Bachelor Of Commerce - Financial Accounting
Dr. D Y Patil School