TARMIM KHAN
Bengaluru,Karnataka
Summary
Senior Analyst with 15 years of experience providing high-quality customer support to clients and the operations team. Specializes in insurance policy lifecycle, renewal strategy, project management, driving efficiency and delivering results in fast-paced environments. Strong communication skills enhance customer success and operational effectiveness. Proficient in managing projects, delegating tasks, and accomplishing goals and objectives as an effective team player. Exceptional communication and interpersonal skills with a proven ability to work independently and as part of a team.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Senior Analyst - Service Support Management
Gallagher Center of Excellence
Bengaluru
03.2025 - Current
- Act as the primary point of contact for the branch, providing comprehensive service support across day-to-day operational requirements.
- Manage end-to-end policy lifecycle service activities, with a focus on accuracy, timely completion, and consistent service delivery.
- Proactively initiated and coordinated pre-renewal and post-renewal activities, ensuring timely completion of key tasks and maintaining service continuity.
- Participate in renewal review meetings alongside Producers, Client Service Managers, and the Sales team to support renewal planning and execution.
- Supported a team of 7-10 Client Service Managers across the Southeast region, enhancing service delivery and client satisfaction.
- Monitor and follow up on triggered activities, checking for accuracy and timely completion.
- Handle branch queries effectively and work to minimize rework through clear, accurate, and timely resolution.
- Collaborated with branch teams to identify and transition time-consuming activities to a service center, streamlining operations and reducing workload.
- Build and maintain positive relationships with branch staff to strengthen service support and the overall customer experience.
Senior Client Success Analyst
Rayden Interactive (Jan 2022 - Mar 2024) Phreesia (Apr 2024 - Sep 2024)
Work From Home
01.2022 - 09.2024
- Supported implementation projects and kept a clear understanding of contract deliverables and project scope while serving as the main client contact.
- Worked closely with sales, product management, interfaces, technical support, and deployment teams before and after go-live to support client commitments and solution needs.
- Coordinated with internal teams and clients to maintain project progress, service quality, and client communication.
- Supported product adoption and usage to help clients gain maximum business value from the Phreesia solution.
- Identified add-on and upsell opportunities and facilitated a successful rollout of additional products.
Center Executive
Q Enrichment Center
Dubai
04.2019 - 12.2021
- Led daily operations at Q Enrichment Center.
- Coordinated enrichment programs and center activities to enhance participant engagement and learning outcomes.
- Resolved concerns with staff, clients, and community partners.
- Communicated with clients regarding services and updates to ensure satisfaction and program alignment.
- Organized and facilitated regular meetings with senior management teams.
Specialist
Willis Towers Watson
Mumbai
01.2015 - 06.2018
- Gathered claims information from insurance companies and created loss-run summary reports for client renewals, thereby enhancing client retention efforts.
- Processed Loss Runs report requests for Property and Casualty insurance, ensuring timely and accurate delivery.
- Performed quality checks on loss runs and loss summaries for Property and Casualty insurance, provided associate feedback, and managed/delegated team tasks.
- Worked as an SME for the team and led daily huddles covering quality scores, process updates, service-level agreements, and team performance.
- Facilitated process and quality improvements during team meetings and RCA sessions, driving team alignment and operational excellence.
Senior Associate
Sterling Backcheck
Mumbai
03.2012 - 12.2014
- Oversaw background screening cases for Sterling Backcheck clients and candidates, ensuring thorough and timely processing.
- Reviewed criminal, employment, and education verifications for report accuracy.
- Facilitated client communications on screening status, updates, and requirements to enhance client satisfaction.
- Delivered regular updates to clients on applicant-verification progress, fostering transparency and trust in the screening process.
- Updated case data in background check systems and tracking tools.
Senior Customer Service Officer
Convergys
Mumbai
12.2007 - 04.2010
- Handled inbound customer calls for Convergys contact center support, addressing inquiries and resolving issues efficiently.
- Resolved billing, account, and service inquiries using CRM systems.
- Guided customers through product setup, troubleshooting, and account access.
- Recorded call details and case notes in service records to maintain accurate customer interactions.
- Achieved strong customer-service ratings while meeting quality checks and SLA requirements.
Education
Bachelor's Degree - Commerce
Mumbai University
Mumbai01-2007
Post Graduate Diploma - Business Management
Welingkar Institute of Management
Mumbai01-2018
Skills
- Process Improvement
- Active Listener
- Client Focus
- Project Management
- Problem Solver
- Reporting & Analysis
- Quality Assurance
- Disciplined & Organized
- Training & Team Support
- Time Management
- Team Collaboration
- Strong Communication
Certification
- CISR - Certified Insurance Service Representative
- T3 - Train the Trainer Certification
- Six Sigma Yellow Belt Certified
- Microsoft Office 365: Administration
Languages
- English & Hindi
Timeline
Senior Analyst - Service Support Management
Gallagher Center of Excellence
03.2025 - Current
Senior Client Success Analyst
Rayden Interactive (Jan 2022 - Mar 2024) Phreesia (Apr 2024 - Sep 2024)
01.2022 - 09.2024
Center Executive
Q Enrichment Center
04.2019 - 12.2021
Specialist
Willis Towers Watson
01.2015 - 06.2018
Senior Associate
Sterling Backcheck
03.2012 - 12.2014
Senior Customer Service Officer
Convergys
12.2007 - 04.2010
Bachelor's Degree - Commerce
Mumbai University
Post Graduate Diploma - Business Management
Welingkar Institute of Management