SURYA PRAKASH
New Delhi
Summary
Customer Service Representative with five years of experience in delivering exceptional client support and enhancing customer satisfaction. Known for strong oral and written communication skills, effective active listening, and analytical problem-solving abilities. Proven track record of building customer loyalty through service-oriented behaviors and tailored solutions. Aiming to leverage expertise in a challenging role to further enhance customer experiences.
Diplomatic customer service professional with a strong track record in analyzing customer requests and swiftly resolving issues. Skilled in documenting concerns accurately and maintaining comprehensive knowledge of products and promotions. Recognized for exceptional communication abilities, consistently receiving outstanding customer feedback to enhance overall satisfaction. Aiming to leverage expertise to contribute to a dynamic customer service team.
Overview
5
5
years of professional experience
Work History
Senior Insurance Associate
MetLife Global Operations Support Centre Pvt. Ltd
Noida
02.2024 - Current
- Examined claims, records and procedures to grant approval of coverage.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Reviewed and analyzed complex insurance policies to ensure compliance with applicable laws and regulations.
- Double-checked and reviewed documentation for denied and accepted insurance claims.
- Assisted new policyholders with processing claims.
- Utilized various software and tools to streamline processes and optimize performance.
- Resolved customer complaints related to insurance claim processing.
Sr. Customer Service Support Advisor
British Telecom
02.2022 - 12.2023
- I have experience here as a technical support advisor, where I was helping business customers regarding landline, broadband, emails and website assistance.
- I also helped the customers regarding the renewal of contracts.
- After sorting out the customer's query, I also did cross-selling and upselling.
- I interacted daily with the UK customers on calls for technical support.
- Escalated calls to solve problems and drive customer satisfaction.
- Shared knowledge with team to foster growth and collaboration.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Developed relationships with customers through friendly greetings and excellent service.
- Maintained positive working relationship with fellow staff and management.
- I was also raising complaints and following up with the customers.
Sr. Representative, Operations
Concentrix daksh services india pvt ltd
12.2019 - 02.2022
- I was helping customers regarding their Uber trips and helped them in solving their queries. Achieved top customer satisfaction ratings by providing good customer service.
- Instituted monthly performance reviews to identify issues, and increased the customer satisfaction rating from 4.0 to 4.50.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Resolved customer inquiries in a timely manner.
Education
Bachelors of commerce -
ARSD (Delhi university)
Delhi01.2020
12th standard - Commerce
Kendriya Vidyalaya
AFS Arjangarh01.2017
10th standard -
J.N.V
01.2015
Skills
- Customer service
- Communication skills
- Time management
- Technical support
- Multitasking
- Sales
- Adaptability
- Claims analysis
- Claims processing
- Medical terminology
- Teamwork
Timeline
Senior Insurance Associate
MetLife Global Operations Support Centre Pvt. Ltd
02.2024 - Current
Sr. Customer Service Support Advisor
British Telecom
02.2022 - 12.2023
Sr. Representative, Operations
Concentrix daksh services india pvt ltd
12.2019 - 02.2022
Bachelors of commerce -
ARSD (Delhi university)
12th standard - Commerce
Kendriya Vidyalaya
10th standard -
J.N.V
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