Leela M

Results-driven Claims and Insurance Processing Professional with 4+ years of BPO experience across dental claims examination, commercial insurance underwriting support, and multi-line claims adjudication for US, UK, and Canada-based clients. Proven expertise in end-to-end claims lifecycle management — from quotation generation and policy renewals to mid-term adjustments, settlements, and cancellations. Skilled in coordinating with global insurance brokers (Willis, Marsh) and dental provider offices.

Recognized for high data accuracy, independent problem resolution, and consistent SLA adherence.

Specialist Claims Examiner - Empower (Canada Life) - Bangalore

(2022-10 - 2023-12)

• Examined and adjudicated dental insurance claims for Canada-based clients in a semi-voice process environment, ensuring accurate and timely resolution.
• Generated quotations and processed mid-term policy adjustments, settlements, and cancellations in compliance with client-specific guidelines.
• Coordinated directly with dental provider offices via phone to collect missing data, verify claim details, and amend records, reducing turnaround time.
• Maintained high accuracy and regulatory compliance standards throughout the claims handling lifecycle.

Process Associate — Commercial Underwriting - Genpact - Bangalore

(2021-09 - 2022-12)

• Processed commercial insurance underwriting transactions — including policy renewals and mid-term adjustments — for US and Canada-based accounts.
• Managed underwriting documentation across Property, Casualty, Motor, Workers' Compensation, and Umbrella lines of business.
• Validated policy data and technical submissions to ensure accurate underwriting decisions within defined SLA timeframes.
• Collaborated with underwriters to identify and resolve data gaps, improving processing quality and compliance.

Senior Transaction Processing Officer — Claims Adjudication - Mphasis - Bangalore

(2019-07 - 2021-05)

• Adjudicated commercial insurance claims received from leading global brokers including Willis and Marsh across Property, Casualty, Motor, Network, Marine, Non-Marine, and Aviation lines.
• Supported new business setup, policy settlements, lapses, and cancellations with a strong focus on data integrity and turnaround accuracy.
• Developed internal procedures for recurring processing scenarios, improving team efficiency and consistency.
• Recognized for independent problem resolution and consistent delivery of high-quality output across complex, multi-line transactions.

Bachelor of Science - Chemistry, Botany & Zoology - DVS College, Kuvempu University (2005)