Motorcycle riding, travelling, learning new things
Shiva Sharma
Associate
Vill- Basantpur Sainthli, Muradnagar, Ghaziabad
Summary
Dynamic professional with a proven track record in customer escalation and claims management at HDFC ERGO General Insurance. Excelled in mentoring and team management, significantly enhancing customer satisfaction and operational efficiency. Awarded twice for outstanding performance, demonstrating expertise in MS Office and a passion for driving business growth through exceptional service.
Overview
7
7
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Experience Management
HDFC ERGO General Insurance
11.2020 - 07.2024
- I joined Customer Support as off-role staff, where primary responsibility is to assist customers, resolve their issues, and provide ongoing support through effective communication, ensure customer satisfaction, building positive experiences, and long-term relationships.
- I got the opportunity to work in the Escalation department, where I have to resolve complex customer issues and disputes, escalate cases, communicate with customers and internal teams to find solutions, provide timely updates, ensure customer satisfaction, and implement strategies to prevent future escalations.
- Analyzing claim-related documents, coverage, and validity; communicating with clients; expediting claims processing; and maintaining high customer satisfaction levels.
- As mentor, my role involves monitoring calls, analyzing performance metrics, and providing constructive feedback to agents. I regularly report on team performance and track key performance indicators (KPIs), including Average Handling Time, First Call Resolution, and Customer Satisfaction. I ensure that team adheres to company policies.
- Meanwhile, I was promoted from role to on-roll and awarded twice for best performance.
Business Development Executive
Iq Infotech
01.2020 - 09.2020
- Increase sales with execution of full sales cycle processing, from initial lead processing through conversion and closing.
- Negotiate with client contracts and agreements to cultivate profitable business transactions.
- Translated customer needs into solution requirements.
Customer Service Representative
HDFC ERGO General Insurance
11.2017 - 01.2020
- Initially, I was appointed in the rural department where I had to assist customers and resolve claims-related issues, provide assistance in claim registration, and ensure satisfaction through effective communication.
- And earned good incentive in just 2 months of joining the CSC department, where I had to regularly update agents with product knowledge and train them to sell policies.
- After 6 months, I got a chance to work in the break-in department, where my job responsibilities were to look after the matters related to inspection and renewal of motor policies.
- As a bonus, I learned to create MIS reports, APR, VLook Up, and a few other Excel formulas during free time.
Customer Service Representative
Micromax Informatics Pvt Ltd
02.2017 - 11.2017
- I was hired as a fresher, and Micromax polished my communication skills and passion for helping others. I learned a lot in my short period of working there.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- That was the foundation of my career.
Education
High School -
Green Land Public School
DuhaiBachelor Of Commerce -
Kalinga University
Intermediate -
Green Land Public School
DuhaiSkills
Customer Service
Customer escalation management
Claims Management
Mentoring
Ms office
Team Management
Certification
Anti money laundering
Interests
Timeline
Lean six sigma green and black belt
08-2024
Anti money laundering
12-2023
ICBCMS
11-2023
Risk Management
11-2023
Customer Experience Management
HDFC ERGO General Insurance
11.2020 - 07.2024
Business Development Executive
Iq Infotech
01.2020 - 09.2020
Customer Service Representative
HDFC ERGO General Insurance
11.2017 - 01.2020
Customer Service Representative
Micromax Informatics Pvt Ltd
02.2017 - 11.2017
High School -
Green Land Public School
Bachelor Of Commerce -
Kalinga University
Intermediate -
Green Land Public School
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