As a Senior Process Associate with over Ten years of experience in the field of Insurance, banking and finance, I am a sincere and details -oriented professional with strong communication and interpersonal skill, seeking to further hone my skill set and gain more administrative experience in the said field. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Hi, I’m
VISHAL MAHATO
SENIOR PROCESS ASSOCIATE
KOLKATA,WEST BENGAL
Summary
Overview
10
years of professional experience
Work History
TATA CONSULTANCY SERVICESKolkata
Senior Process Associate
08.2013 - Current
Job overview
- Working with UK Client as Quality Checking in operation for Death Notification Death Claim and Death Claim Authorization.
- Developed and implemented process improvement initiatives to reduce customer wait times.
- Analyzed customer feedback survey data to identify areas for improvement in customer service processes.
- Conducted monthly meetings with stakeholders to review process performance metrics.
- Managed the development of operational policies, procedures, and standards for customer service operations.
- Created reports on process performance metrics for senior management review.
- Monitored team performance and provided coaching when needed.
- Evaluated existing processes and systems used within the organization and recommended changes as necessary.
- Implemented quality assurance measures to ensure accuracy of information collected from customers.
- Developed training materials for new staff members joining the team.
- Performed root cause analysis on identified issues impacting customer experience or process performance.
- Actively participated in brainstorming sessions aimed at improving overall effectiveness of customer service operations.
- Developed and maintained process documentation providing enterprise-level analysis and operational insights.
- Advised and assisted specific staff members to support understanding of changes and implementation of streamlined processes.
- Organized client meetings to provide project updates.
- 01-2013 to 01-2020
- Serves as subject matter expert responsibility for adding power of attorney to policies, and assists customer with related issues.
- Compiles report adhering to and maintaining the company's standard, addition to performing quality analysis.
- Receives and processes inbound customer documents, in conjunction with varied services request.
- Handles customer queries and grievances, which included understanding their issue first hand, by adopting a friendly and helpful approach.
Education
Ananda Mohan College Calcutta UniversityKOLKATA
Bachelor of Commerce from Banking and Accountancy
01.2012
University Overview
SHREE VISHUDHANAND SARAWATI VIDYALAYKOLKATA
HIGHER SECONDARY from Accounting And Business Management
05.2009
University Overview
JAIN SIKSHANIKETANKOLKATA
MADHYAMIK from ENGLISH, HINDI, MATH, SCIENCE, HISTORY & GEOGRAPHY
05.2007
University Overview
Ramakrishna Mission (School of Computer Education)
Python
University Overview
Score: 87%
P L Academy, West Bengal State Council of Technical Education
Finance Accounting System
University Overview
Score: Grade A (74%)
Sonali Computer Education Centre
Basic Computer Course
University Overview
National Cadet Corps (NCC)
University Overview
Score: B Certificate
Skills
- MS Office suite, including Excel, PowerPoint, Word, Python and so on
- English
- Hindi (Read, Write and Spoken)
- Year-End Processing
- Verbal and Written Communication
- Staff Mentoring and Coaching
- Reporting and Documentation
- Client Confidentiality
- Data Entry
- Process Analysis
- Presentations
- Report Analysis
- Process Improvement
Languages
Hindi
First Language
English
Advanced
C1
Bengali
Intermediate
B1
Accomplishments
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Timeline
Senior Process Associate
TATA CONSULTANCY SERVICES
08.2013 - Current
Ananda Mohan College Calcutta University
Bachelor of Commerce from Banking and Accountancy
SHREE VISHUDHANAND SARAWATI VIDYALAY
HIGHER SECONDARY from Accounting And Business Management
JAIN SIKSHANIKETAN
MADHYAMIK from ENGLISH, HINDI, MATH, SCIENCE, HISTORY & GEOGRAPHY
Ramakrishna Mission (School of Computer Education)
Python
P L Academy, West Bengal State Council of Technical Education
Finance Accounting System
Sonali Computer Education Centre
Basic Computer Course
National Cadet Corps (NCC)
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