Kamal Nayan

Result-driven, resilient Customer Service Professional with a track record of driving operational excellence and high service standards across demanding international frameworks. Demonstrated capability to master complex technical processes, resolve escalations promptly, and navigate target-driven corporate environments while maintaining strict compliance benchmarks (such as HIPAA). Recognized for an unwavering work ethic, exceptional adaptability, and an immediate commitment to anchoring a long-term career with a progressive organization.

Customer Service Associate (Contract Assignment) at Accenture (via 3rd Party Payroll) (2025-09 – 2025-11)

• Engaged in a fast-paced, high-volume project framework delivering immediate operational support under client SLA guidelines.

Teammate – US Healthcare Process (UnitedHealthcare) at TaskUs India Pvt Ltd (2024-03 – 2025-08)

• Assisted international insurance members with intricate plan coverage, active claims, and policy benefits while sustaining an 85-90% CSAT level.
• Maintained a 95% Quality Assurance score across random regulatory auditing procedures.
• Optimized workflow parameters to capture an Average Handling Time (AHT) of 10.5 minutes without compromising resolution depth.
• Executed zero-error compliance updates under strict adherence to standard HIPAA data privacy guidelines.

Process Associate – International Travel Portfolio (eDreams ODIGEO) at IGT Solutions Pvt Ltd (2023-11 – 2024-02)

• Managed incoming account, billing, and membership requests for a prime subscription platform, protecting recurring business revenue.
• Maintained a consistent 85% First Contact Resolution (FCR) rate through strong analytical problem-solving and immediate system adjustments.
• Utilized value-based objection handling mechanisms to successfully transform cancellation requests into active subscriber retention.

Operations Representative – UK E-Commerce Marketplace (Amazon UK) at Concentrix Daksh Services India Pvt Ltd (2022-01 – 2023-04)

• Handled high-volume logistics and dispute scenarios regarding marketplace transactions, returns, and premium service inquiries for Amazon UK customers.
• Troubleshot software ecosystem issues covering digital product access, profile updates, and active customer subscriptions.
• Sustained an average 95% QA mark by perfectly aligning delivery workflows with localized operational benchmarks.

Bachelor of Arts in History (Honors) | Minors in Economics & Sociology – Veer Kunwar Singh University (2021)

Intermediate of Science in Science – Ram Rup +2 High School (2017)