Saumya Shrivastava

Empathetic and results-driven Senior Customer Support Executive with 5+ years of total experience in customer operations, escalations, healthcare sales, and financial services. Proven track record at Tata 1mg in resolving complex, high-priority escalations across multiple channels, managing cross-functional team coordination, and driving SLA compliance. Expertise in patient support programs, health insurance, and end-to-end issue resolution to deliver an exceptional customer experience.

Senior Customer Support Executive – Escalations - Tata 1mg

• Handle complex customer escalations across chat, email, and inbound/outbound calls, serving as the single point of contact (SPOC) from order placement to final delivery.
• Investigate and resolve end-to-end issues concerning medicine orders, lab test bookings, delivery logistics, payments, refunds, returns, and invoice disputes.
• Collaborate with cross-functional teams including Operations, Logistics, Pharmacy, Labs, Quality, and Vendor Partners to ensure swift resolution within strict SLAs.
• Conduct root-cause analysis on recurring issues and provide feedback to operational teams to contribute to overall process improvement.
• Maintain comprehensive case documentation and escalation notes to ensure transparent communication with all key stakeholders.
• Manage sensitive and high-priority customer cases with empathy and professionalism, ensuring high retention and Net Promoter Scores (NPS).
• Tata AIG Insurance & NPS Process: Assisted customers with health insurance queries, claims support, and post-order feedback collection to measure and elevate satisfaction.
• Diabetes Care & Cancer Care Initiatives: Provided dedicated, compassionate support for patients enrolled in specialized healthcare and patient assistance programs.
• Product Support & General Operations: Managed end-to-end assistance for medicine orders, lab bookings, and delivery tracking.

Insurance Advisor - AS Finance Solution

• Advised clients on tailored health insurance options, clearly presenting plan features, coverage benefits, and pricing structures.
• Managed sales communications and lead follow-ups to successfully convert prospective clients.
• Handled post-purchase client support, efficiently resolving queries and building long-term trust.

Sales Executive - Redcliffe Labs

• Executed end-to-end sales campaigns to drive customer acquisition and expand market reach.
• Conducted call calibration sessions and quality reviews to maintain high performance standards across sales pitches.
• Provided comprehensive consultations on health products and plan details, aligning solutions with client requirements.

Master of Science - M.Sc.

• KKPG College, Kanpur University (2019-01 - 2019-01)

Bachelor of Science - B.Sc.

• Samrat Prithviraj Chauhan Mahavidyalaya, Agra University (2017-01 - 2017-01)

Higher Secondary - 12th - Shivaji Shiksha Niketan, UP Board (2015-01 - 2015-01)

Secondary School - 10th - Gyan Sthali Academy, CBSE Board (2013-01 - 2013-01)