Anmol Santani
DEPUTY MANAGER- CUSTOMER SERVICES
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About
Dynamic professional with 8 years of diverse experience in Customer Service, Retention, Collections, and Client Management across Insurance, Pharmaceuticals, BPOs, and Legal sectors. Skilled in handling HNI clients, resolving escalations, and ensuring seamless customer experience through cross-functional collaboration. Recognized for problem-solving, proactive approach, and relationship management, with a strong record of improving customer satisfaction and process efficiency.
Experience
DEPUTY MANAGER CORPORATE OPERATION- GENERAL INSURANCE - HDFC ERGO - BHANDUP
(2022-09)
Operations professional with 2 years of experience in policy issuance for marine, property, and engineering insurance. Expertise in documentation, and maintaining <24 hours TAT with 95% accuracy.
- Coordinated with underwriting and sales team for high values engineering, marine, and property projects.
- Maintained TAT tracker and followed up with brokers and underwriter team for pending documents, improving release time should be within the timeline.
- Ensured KYC, PAN, GSTIN, and CKYC validation for all policies as per AML guidelines.
DEPUTY MANAGER CORPORATE OPERATION- GENERAL INSURANCE (HNI CUSTOMER PORTFOLIO) - HDFC ERGO - BHANDUP
(2022-09 - 2024-12)
- Managed HNI customer portfolio (health & motor insurance).
- Support VRMs in resolving client queries via calls & emails, ensuring end-to-end case resolution.
- Monitored and assigned customer queries & departmental emails on an hourly basis for timely closures.
- Liaised with multiple departments to expedite priority / TAT cases and ensure customer satisfaction.
- Coordinated with product teams to enhance offerings for better customer experience.
- Prepared and collated reports to track pending cases and escalate delays.
CUSTOMER SERVICE EXECUTIVE - ABBOTT PHARMACEUTICALS
(2021-12 - 2022-06)
- Handled queries of Medical Representatives (MRs) via calls, emails & chat, achieving 95% customer satisfaction.
- Consistently exceeded monthly resolution targets and escalated critical cases efficiently.
- Partnered with cross-functional teams to resolve complex MR issues.
- Organized monthly presentations and meetings for MRs with National Sales Managers.
LEGAL ASSISTANT - ADVOCATE OFFICE
(2020-01 - 2021-11)
- Assisted in drafting contracts, legal documents & court filings.
- Managed case files, documentation, and maintained accurate records.
- Coordinated with clients, lawyers, and stakeholders for case updates.
- Streamlined documentation process, improving efficiency & accuracy.
CUSTOMER SERVICE EXECUTIVE - TSS
(2019-01 - 2019-12)
- Handled customer inquiries and complaints via phone & email.
- Provided product knowledge, troubleshooting, and resolution support.
- Collaborated with internal teams to resolve escalations.
- Strengthened problem-solving and communication skills.
CUSTOMER SERVICE EXECUTIVE - EUREKA OUTSOURCING SOLUTIONS
(2017-09 - 2018-09)
- Processed life insurance applications, underwriting, and claims.
- Verified policyholder information, ensuring accuracy & compliance.
- Consistently exceeded productivity & quality benchmarks.
- Developed strong analytical and issue-resolution skills.
Education
Bachelor of Commerce - Mumbai University (2016-04)
