Varun Shekhar

• Worked for US Group Life, AD&D & Health Insurance - Billing
• Calling the clients/sending e-mails in case of any issues
• Handling the Collections part of the Billing area
• Working with clients on a daily basis
• Heading a team of 20 Associates in assistance with the AM or in absence of leading authority
• Assisted various departments with change by communicating new improvement plans and expectations.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Preparing the daily and day end report
• Formulating MIS report
• Attending onshore client meeting on a daily basis
• Transition Management Escalation Management
• Quality Analysis SLA Adherence
• MIS Reporting &Documentation
• Process Optimization
• Team Building &Leadership
• Monitoring the queue, balancing work loads and working with multiple stakeholders and performing transaction auditing
• Successfully migrated SM Billing from Noida to Jaipur in 2 weeks before the preset timeline and transitioned from onshore for Smile Error Work
• Helped in Training resources and process Migration to Jaipur Metlife
• Imparting trainings to new hires, evaluating their performance during learning curve and sharing feedback when required
• Inculcating the customer centric approach by ensuring organization's benefit, reducing the number of escalations reaching to senior management and managing the SLA defined by the organization.
• Managing the day-to-day activities for call center in a pre-defined
• SLA starting from answering incoming calls, resolving inquiries & questions, complaints & escalations, troubleshooting problems to providing accurate information
• Formulating weekly/monthly production report For the process and managing daily reporting & query tracker
• Attending onshore client meetings, leading migration processes and assuring quality in all process
• Recommended suggestions to Onshore Team for reducing the wait time
• Conducting quality audits for agent calls, emails, tickets logged by agents & transactions and sharing9 the feedback with agents for improvement

ACHIEVEMENTS :

• Selected as the Back-up QA & Back-up CQA and introduced 2 lean ideas for the process which registered on GOSC KM Portal
• Received 12 VOC's through center stage & E-mail
• Achieved Met Blue Award in Q1'16 and awarded 4 times in R&R Activity

• Handling Team of 15 Professionals working for US Health & Life Insurance.
• Handling the conflict of the customers/clients if escalated
• Preparing and sharing the weekly and monthly production report for the process and maintaining query trackers
• Attending onshore client meetings and any migration calls
• Improvising & encouraging performance based recognition programs for the team by introducing various competitions
• Executing projects to eliminate unnecessary procedures (NVA) in the process to enable efficient functioning and ensuring continuous interaction with the customer to improve service levels
• Proficiency in making process corrections which reduced the lead time in resolving customer complaints; acting as an escalation gate to resolve critical of the team members
• Leveraged skills in undertaking operational analysis, scanning business processes, identifying performance trends & bottlenecks, conducting data analysis and preparing reports
• Resourceful in coordinating with customers & offshore stakeholders
• Motivated and trained employees to maximize team productivity.
• Helped set and manage objectives for quality, productivity and compliance.
• Improved team efficiency and productivity by restructuring workflow and managing assignments.

• Handling a Team of 35 Professionals working for Australian Retirement Process, Defined Benefit & Fraudulent Cases reported by the customers
• Enhanced employee management by developing schedules, tracking time and administering payroll.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Introduced new methods, practices and systems to reduce turnaround time.
• Monitored employee productivity and optimized procedures to reduce costs.

Achievements:

• Received the Best Employee award within 5 months of joining
• Received the best Team & AM award in the yearly R&R

• Managing a team of 25 professionals working for US Health & Life insurance.
• Managing the Suspense Report wherein the team needs to find out what is outstanding from the customers and the difference of the payments sent.
• Generated operational reports for management on monthly schedule.
• Evaluated current operational strategies and recommend improvements.
• Kept detailed records of daily progress to identify and correct areas needing improvement.