Pujaa Dhatwalia

Customer-focused professional with over 7 years of experience in customer service, claims processing, and operations across global brands like EXL American Express, and MetLife. Adept at managing escalations, training teams, and delivering efficient service with empathy and precision. Recognized for consistent performance, teamwork, and solution-oriented communication.

Specialist – FMLA at MetLife GOSC (2024-03 – 2025-07)

Monitored ongoing claims to adjust reserves and ensure accurate claim decisioning while maintaining compliance with regulatory requirements.

• Monitored ongoing claims to adjust reserves and ensure accurate claim decisioning.
• Participated in regular team meetings to discuss challenges and share insights on improving service delivery.
• Processed and assessed insurance claims within established guidelines, delivering prompt and accurate resolutions.
• Assisted with claims processing and coordinating necessary documentation.
• Assisted colleagues in investigating and troubleshooting problem claims, using expert knowledge to find and fix problems.
• Maintained accurate and confidential records of all claims activities in compliance with regulatory requirements.
• Verify employee eligibility and entitlement.

Customer Service Executive – US Healthcare at Guardian India Operations (2020-09 – 2023-11)

Addressed customer service inquiries for US Healthcare products, managing high-volume telephone calls and maintaining accurate records of customer interactions.

• Addressed customer service inquiries quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Handled high-volume telephone calls to address and resolve customer queries.
• Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.
• Stayed current on policies, procedures and standards to offer optimal support.
• Trained and mentored new employees, improving service standards.
• Assisted in workforce scheduling and quality assurance initiatives.

Customer Service Professional – US Credit Card (Dispute & Fraud) at American Express (2019-05 – 2020-01)

Developed customer service guidelines and procedures, standardized response times and quality of service across the team for credit card dispute and fraud resolution.

• Developed customer service guidelines and procedures, standardizing response times and quality of service across the team.
• Provided information on after-sales services for comprehensive support.
• Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

Associate - British Gas at EXL Services (2017-01 – 2019-05)

Delivered customer service support to British Gas users, managing incoming and outgoing calls alongside collections activities.

• Delivered customer service support to users of British Gas.
• Managed incoming and outgoing calls, alongside collections.
• Enhanced customer satisfaction through effective problem resolution and expert service delivery.
• Facilitated customer requests and addressed inquiries to enhance customer satisfaction.

B.A – Delhi University (2014)

12th in CBSE (2011)

10th in CBSE (2009)