Ayan Ghosal

Process Associate with 3+ years of experience in BPO and insurance operations, with expertise in customer service, policy administration, data management, documentation, complaint resolution, and process compliance. Experienced in supporting UK Life & Pension and German Insurance operations, handling customer requests, maintaining accurate records, and working with cross-functional teams. Seeking a Customer Service, BPO, or Insurance Operations role.

Process Associate at Tata Consultancy Services (TCS) (2023-09 – Present)

• Handle customer inquiries and service requests through email while maintaining 95%+ accuracy and adherence to quality guidelines.
• Process client requests including policy updates, endorsements, and documentation while maintaining data accuracy and confidentiality.
• Support insurance policy administration and customer data management for German Insurance and UK Life & Pension accounts.
• Resolve customer and process-related issues by following standard operating procedures (SOPs) and escalating complex cases to team leads to support timely resolution.
• Maintain 100% compliance with company policies, regulatory requirements, and process standards across transactions.
• Collaborate with Quality Assurance (QA) and operations teams to identify process gaps and improve service efficiency and customer satisfaction.

Bachelor of Arts (B.A.) in English – West Bengal State University (2019-01 – 2022-12)