Shikhant Goel
P&C Claims And Customer Service
Ghaziabad
Summary
Customer Service & Claims Specialist with 10+ years of international experience across US, Canada, and UK processes. Proven expertise in claims lifecycle management, customer engagement, exception handling, Cost Recovery and process improvement. Adept at leading teams, coaching for performance, and ensuring SLA compliance while delivering exceptional customer experiences. Recognized for balancing operational efficiency with customer satisfaction and stakeholder collaboration.
Overview
11
11
years of professional experience
Work History
Senior Claims Handler (UK Insurance Process)
EXL Services
07.2023 - Current
- Manage claims progression for UK insurance portfolios, ensuring timely resolution across lifecycle stages.
- Claim cost Recovery (B2C and B2B)
- Conduct root cause analysis on exceptions, implementing preventive measures.
- Designed process maps and guides to standardize claims progression.
- Provide coaching and feedback to team members to maintain SLA and quality standards.
- Collaborate with stakeholders to resolve escalations and unblock delayed claims.
Senior Analyst, Customer Service & Upsell (Canada)
Personiv Contact Centers Pvt Ltd
07.2020 - 07.2023
- Delivered customer service for Canadian accounts, addressing inquiries and identifying upsell opportunities.
- Trained and mentored new hires on communication best practices.
- Monitored KPIs and partnered with quality teams to improve first-contact resolution.
Team Lead, Customer Service & Upsell (US)
Instamind Tech LLC
06.2015 - 07.2020
- Supervised a team handling US customer service and upsell processes.
- Implemented process improvements to reduce rework and streamline workflows.
- Acted as escalation point for complex customer issues, coordinating with operations and product teams.
Education
B.Tech - Computer Science & Engineering
Rajasthan Technical University
01-2010
Senior Secondary (12th) -
Asha Modern
Saharanpur01-2006
Secondary (10th) -
S.R DAV
Saharanpur01-2004
Skills
Claims progression & lifecycle management
Cost Recovery (Collections)
Exception handling & root cause analysis
Process mapping & documentation (SOPs)
SLA management & quality assurance
Risk management
Teamwork and collaboration
Customer service
Problem-solving abilities
Multitasking Abilities
Decision-making
Professional Strengths
- Analytical problem solver with expertise in identifying bottlenecks and implementing practical solutions.
- Strong communicator with experience in training, documentation, and stakeholder management.
- Adaptable leader with exposure to international processes and regulatory environments.
Timeline
Senior Claims Handler (UK Insurance Process)
EXL Services
07.2023 - Current
Senior Analyst, Customer Service & Upsell (Canada)
Personiv Contact Centers Pvt Ltd
07.2020 - 07.2023
Team Lead, Customer Service & Upsell (US)
Instamind Tech LLC
06.2015 - 07.2020
B.Tech - Computer Science & Engineering
Rajasthan Technical University
Senior Secondary (12th) -
Asha Modern
Secondary (10th) -
S.R DAV