• Involved in process migration and successfully done • Managing a team of 20 to 25 FTE's • To understand the complete process and its SLA • Ability to understand the CTQ parameters that affect the process and work on them • Ability to gauge the caliber of agents and train them accordingly • Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency • Ensure that the internal/external targets are meet and the team shows continual improvement month on month • The role holder will be accountable for self-performances of the team he is aligned to • Communicate effectively with the client to resolve issues and disseminate updates on the floor • Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize • Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team • Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues • Timely closure of all processes and other requirements for self and Team • To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards. • Quality and Process Improvement Initiatives • Ensure feedback for the process/Continuous Process improvement. • Team's Career Planning/manage team performance & expectation. • Evaluation of operational practices and procedures • Participate in client call, calibration calls • Good excel and presentation Skills • Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

• Responsible for providing training to the new associates in the team • Cascading & updating new updates to team • Coaching & mentoring of new hires • Taking care of hold & follow up items • Daily, weekly and monthly escalation reporting • Process supervision with real-time Monitoring • Investigate and process insurance • Handle and process a variety of claims, including automobile, life and home insurance claims • Handle property claims involving damage to buildings and structures or liability claims involving personal injuries or third-person property damage from liability situations, such as motor vehicle accidents, slip and falls, dog bites, or alleged negligent behaviour • Verify that coverage applies through an insurance policy • Evaluate damages to ascertain compensation amount • Examine photographs and statements • Evaluate all information

• Analyzed contracts and contract language in regards to correct rates and fee schedules • Identified loading errors and took the appropriate corrective measures • Communicate and work with inter/intra departments • Assessed, approved, and denied various medical claim Requests received • Computed all medical benefits due and assisted with payment initiations • Prepared and dispatched claim related correspondence to claimants and third party agencies • Interpreted and followed government regulations and company policies, as applicable • Informed and explained clients about medical terms and concepts, clearly

• Worked with retail customers of USA for Insurance • Pooling of customers based on associated risk exposure and credit score • Generating proposal of policies with risk coverage and endorsements as per customer needs as per set guidelines • Sending proposals to underwriters once approved by customers • Builds estimate, and prices standard and special jobs at a level that keeps our products competitive and maximizes profit • Achieving daily based task • To document the business process by identifying the requirements • Excellent lead generation and development skills.