Rohan F. Email & Phone Number

Pune, Mh, In

India

• Managed billing enquiries, technical troubleshooting, service activation, and account management at _VOIS in India.• Handled sales, upgrades, online account support, porting, cancellations, order placing and tracking, fraud, and bereavement.• Successfully resolved customer issues, resulting in high customer satisfaction and retention rates.• Developed strong communication and problem-solving skills in a fast-paced environment.

Maharashtra, India

1) Accidental Claims Resolution: Reviewed 32+ new files to determine current status, developing actionable plans for resolution.2) Cross-Functional Collaboration: Effectively liaised with operations, finance, and adjusters to ensure seamless communication.3) Claims Management Expertise: Conducted full claim investigations, providing timely updates and legal actions.4) Accident Investigation: Managed challenging situations, reducing pending authorizations from 63% to 20% through efficient resolution strategies.5) Leadership & Team Management: Led a team of 18, achieving positive outcomes, meeting KPIs, and maintaining exceptional quality standards.

Maharashtra, India

Process a high volume of insurance claims with accuracy and efficiency, ensuring compliance with company policies and regulatory requirements.Train and mentor new joinees, providing guidance on best practices, claims procedures, and system usage to ensure their successful integration into the team.Lead and participate in projects aimed at reducing payment SLA (Service Level Agreement), implementing process improvements, and enhancing operational efficiency.Conduct thorough investigations of claims to verify information, determine coverage, and assess liability, ensuring fair and prompt resolution for all parties involved.Collaborate with cross-functional teams to streamline workflows, resolve complex cases, and improve customer satisfaction.Analyze claim data to identify trends, develop insights, and contribute to the continuous improvement of claims processing methodologies.Maintain detailed and organized records of all claims activities, communications, and decisions, ensuring transparency and accountability.Stay updated with industry trends, emerging technologies, and regulatory changes to provide informed recommendations and maintain high standards of service.Successfully reduced payment SLA by 15% through the implementation of targeted process improvements and efficient case management techniques.Recognized for outstanding performance and dedication to training, resulting in faster onboarding and increased productivity of new team members.Played a pivotal role in a company-wide initiative to enhance customer experience, contributing to a notable increase in customer satisfaction ratings.

Maharashtra, India

1) High-Volume Support: Managed 70+ calls daily, showcasing proficiency in customer service and resolving inquiries effectively.2) Problem-Solving Expertise: Recommended solutions for complex issues, escalating when necessary for enhanced support.3) Exemplary Performance: Consistently met 100% of KPIs, delivering exceptional performance and achieving outstanding results.4) Customer Satisfaction: Maintained a 97% NPS and 100% customer satisfaction rate, ensuring high levels of customer happiness.5)Training & Development: Played a key role in training new team members to meet KPIs, aligning with company standards.6) Effective Communication: Addressed customer queries and issues with cultural awareness and effective communication via phone and email.

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations, A

Higher Secondary School, Business/Commerce, General, A

S.S.C, English, Computer Science, Social Science, Mathematics, Business Studies, A