Roomin Sultana

Customer Success and operations leader with 12 years of experience across insurance, logistics, and technical support. Brings deep expertise in customer onboarding, claims administration, service delivery, team leadership, KPI governance, and escalation management. Recognized for building disciplined operating processes, developing teams, partnering across functions, and delivering exceptional customer outcomes, including a 100% Net Promoter Score at Plum Benefits.

Lead - Onboarding, Customer Success at Plum Benefits (2023-09 – Present)

• Lead daily customer onboarding operations and coordinate across customers, insurers, and internal teams to support policy issuance, documentation, and service activation.
• Designed and implemented standard operating procedures to streamline onboarding workflows and strengthen operational consistency.
• Track team productivity through individual metrics, daily performance reporting, case allocation, and workload monitoring.
• Run team training, daily check-ins, and collaborative problem-solving sessions to strengthen capability and continuous improvement.
• Own customer escalations and partner with internal teams and insurers to drive timely resolution and clear stakeholder communication.

Lead - Claims, Customer Success at Plum Benefits (2023-04 – 2023-08)

• Led customer success and claims service initiatives that achieved a 100% Net Promoter Score.
• Oversaw team operations, service standards, and project milestones while mentoring team members to achieve and exceed KPIs.
• Partnered with cross-functional teams to deliver projects within established timelines and resolve operational dependencies.

Senior Associate - Claims at Plum Benefits (2022-01 – 2023-04)

• Managed 100+ claims weekly from initiation through settlement, ensuring accurate documentation, timely coordination, and responsive customer support.
• Guided customers through secure portal and digital document submission, monitored claim status, explained settlement deductions, and collected post-settlement feedback.
• Reviewed claim documents for completeness and policy compliance before submission to insurers; addressed admissibility queries and secured additional information when required.

Contact Centre Officer - Team Coach at DHL Express India Pvt. Ltd. (2015-04 – 2022-01)

• Supported DHL Air Freight customers with service information, shipment updates, request management, and issue resolution while maintaining high service standards.
• Managed key corporate accounts and coordinated with cargo and logistics operations teams on shipment processing, tracking, delivery updates, and escalations.
• Promoted insurance, time-definite delivery, packaging, and account services; generated leads and contributed to upselling and revenue opportunities.
• Monitored daily, weekly, and monthly team KPIs and conducted call and chat quality audits using Knowledge, Politeness, Helpful, and Process parameters.
• Delivered monthly training and subject matter expert sessions to improve product knowledge, process adherence, and service delivery.
• Managed customer escalations and coordinated with internal departments to ensure timely resolution.

Senior Technical Support Engineer at K7 Computing Private Limited (2006-02 – 2010-02)

• Provided multichannel technical support to corporate clients, small and medium businesses, and end users for K7 security products.
• Resolved installation, activation, configuration, update, malware, and security-related issues; escalated complex cases when necessary.
• Delivered product demonstrations and pricing guidance, generated qualified leads with sales teams, and supported pre-sales opportunities.
• Trained sales teams, distributors, and resellers while sharing customer feedback and product insights with internal stakeholders.

Bachelor of Technology in Information Technology – Narayana Engineering College, Gudur, Nellore District