Jinel Vaz

Customer-focused professional with experience across healthcare BPO, banking, financial services, and front-office operations. Proven ability to handle high-volume customer interactions, resolve complex queries with empathy, and maintain strict compliance with regulatory standards including HIPAA. Adaptable, detail-oriented, and committed to delivering excellent customer experiences while meeting productivity and quality benchmarks.

Customer Service Representative – UnitedHealthcare Process at Foundever BPO (2025-08 – 2025-12)

Handled inbound and outbound calls for UnitedHealthcare members and healthcare providers with focus on insurance benefits and compliance.

• Handled inbound and outbound calls for UnitedHealthcare members and healthcare providers.
• Assisted customers with inquiries related to health insurance benefits, claims status, eligibility, and coverage details.
• Accurately documented all customer interactions while strictly adhering to HIPAA and company compliance standards.
• Resolved customer concerns efficiently while consistently meeting quality, productivity, and customer satisfaction targets.
• Utilized internal systems and tools to update records and deliver timely, accurate information.

Business Development Officer at Equitas Small Finance Bank (2024-05 – 2024-08)

Acquired new client accounts and strengthened relationships through high-quality service delivery and product recommendations.

• Acquired new client accounts and strengthened relationships through high-quality service delivery.
• Completed account opening processes accurately to enhance overall customer experience.
• Conducted meetings with prospective clients to understand requirements and recommend suitable banking products.
• Ensured proper verification and confidential handling of customer documentation.

Account Specialist at JPMorgan Chase & Co. (2021-12 – 2023-07)

Delivered customer communication and resolved financial service inquiries with focus on compliance and quality standards.

• Delivered clear and accurate communication to customers regarding financial products, services, and policies.
• Addressed and resolved customer concerns with professionalism, empathy, and attention to detail.
• Maintained precise records of customer interactions and transactions in internal systems.
• Ensured compliance with banking regulations, internal policies, and quality standards.
• Collaborated with internal teams to improve service processes and customer satisfaction.

Front Office Executive at Indiabulls Group (2020-12 – 2021-04)

Served as first point of contact for visitors and callers, managing inquiries and administrative support.

• Acted as the first point of contact for visitors and callers, ensuring a professional front-office experience.
• Routed inquiries to relevant departments and supported sales and marketing teams.
• Maintained daily records, call logs, and visitor data with accuracy.
• Coordinated appointments and provided administrative support.

Senior Front Office Executive at Bangalore International Airport Ltd. (2019-11 – 2020-07)

Supervised front-office and lounge staff, oversaw operations, and ensured service quality benchmarks and compliance.

• Supervised front-office and lounge staff to ensure exceptional customer service standards.
• Oversaw smooth and efficient check-in and check-out operations for lounge visitors.
• Ensured compliance with company policies, safety procedures, and service quality benchmarks.
• Resolved operational and customer issues in coordination with cross-functional teams.

Front Office Executive at Indiabulls Group (2016-10 – 2019-06)

Managed front-office operations including visitor logs, appointments, call handling, and administrative support.

• Managed visitor logs, appointments, and daily administrative records.
• Handled incoming calls and provided accurate information or call routing.
• Supported office operations including scheduling, documentation, and supply management.

Bachelor of Arts – Mumbai University (2019 – 2022)

Diploma in Aviation Hospitality & Management – Frankfinn Institute of Air Hostess Training (2012 – 2013)

Secondary & Higher Secondary Education – Maharashtra State Board (2010)