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.
