ARPITA CHATTERJEE
Mainville,OH
Summary
Dedicated contact-center professional with strong experience supporting insurance, healthcare, and financial services customers through high-volume inbound support. Proven ability to manage sensitive data, resolve complex customer issues, and navigate multiple systems while maintaining compliance with HIPAA and U.S. privacy laws. Known for professionalism, accuracy, and customer-focused problem resolution.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Contact Center Agent Contract
IQor
07.2025 - 12.2025
- Handled inbound customer contacts related to account, technical, and service inquiries.
- Troubleshot software, hardware, and network issues using knowledge bases and internal tools.
- Documented all customer interactions, resolutions, and follow-up actions in CRM systems.
- Escalated complex issues to technical teams while maintaining customer satisfaction.
- Created knowledge-based content to support self-service and reduce repeat contacts.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Educated customers on company systems, form completion, and access to services.
Member Care Representative
TZ Insurance Solutions LLC
10.2023 - 03.2025
- Collected and verified required information from customers after insurance applications were submitted.
- Prepared and submitted accurate case files to insurance underwriters for policy approval.
- Maintained HIPAA-compliant handling of sensitive customer and medical data.
- Assisted members with navigating insurance portals and completing application steps.
- Handled inquiries, resolved issues, and supported sales opportunities during interactions.
- Tracked case progress and compiled performance metrics for management reporting.
- Worked in a high-volume, multi-system call center environment.
Freelance HR & Business Development Executive
Ram Management Consultancy
11.2018 - 10.2020
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Experienced with social media and communications platforms.
- Conducted initial phone screens, interviews, and reference checks for potential employees.
- Provided advice and assistance to new hires during onboarding process.
- Analyzed current staffing needs and forecast future staffing needs based on organizational objectives.
Human Resources Coordinator
I Process Services India Pvt Ltd
03.2018 - 08.2018
- Maintained up-to-date records of employee information in HRIS system ensuring accurate reporting and data-driven decision-making.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Handled new-hire orientation and basic recruiting tasks for best-inclass talent identification.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Managed payroll processing and benefits to compensate employees for service rendered.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
Senior Process Associate
SDM Process Solution Pvt Ltd
02.2017 - 01.2018
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Reduced errors in data entry by maintaining strict attention to detail and thoroughness.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Monitored and reported on process performance to verify compliance with established standards.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Identified and resolved process issues to drive optimal workflow and business growth.
Process Associate
Genpact
10.2015 - 10.2016
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Worked well in a team setting, providing support and guidance.
- Gained strong leadership skills by managing projects from start to finish.
- Provided exceptional customer service when interacting with clients or vendors during process execution tasks.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Admin Executive
Orple
10.2014 - 09.2015
- Identified trends and assessed opportunities to improve processes and execution.
- Prepared annual data to determine metrics for operational performance.
- Located bottlenecks to streamline existing processes.
- Interviewed, recruited and trained new onboarding candidates.
- Assessed and analyzed departmental budgets to find ways to minimize expenses and optimize profits.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Master Of Business Administration - Human Resources Management
University of Kalyani
06.2013
Bachelor Of Business Administration (Honors) - Business Administration
Jis College of Engineering
06.2011
High Secondary in Arts - undefined
Indian Girls High School
05.2008
Skills
- Remote office availability
- CRM proficiency
- Call center operations
- Data confidentiality
- Microsoft Office suite
- Presentation skills
- Client support
- Interpersonal communication
- Relationship management
- Recruitment and selection
- Client meetings
- Multitasking abilities
- Time management
- Problem-solving expertise
- Case management experience
- Call center expertise
- Organizational skills
- Escalation management strategies
- Complaint resolution
- Customer account management
Certification
Certified in Interpersonal Skills, Genpact India Pvt Ltd May 2016
Cybersecurity Awareness Training, Harris Health, July 2025
Certified U.S State Privacy Law Training, WTW, April 2024
General HIPAA Awareness Training for WTW Colleagues November 2023
Certified an Introduction to Cyber Security, WTW, May 2024
Certified in Customer Service, Linkedin Learning, April 2025
Salesforce, Voya Financial, October 2025
Artificial intelligence and Security Reminders, Voya Financial October 2025
GIOA livewell Training, Voya Financial, October 2025
Panera Bread Training,Voya Financial, September 2025
Employee Benefits Product Review, Voya Financial, October 2025
Six Sigma Green Belt (CSSGB) International Institute of Business Analysis™ (IIBA®), May 2025
Timeline
Contact Center Agent Contract
IQor
07.2025 - 12.2025
Member Care Representative
TZ Insurance Solutions LLC
10.2023 - 03.2025
Freelance HR & Business Development Executive
Ram Management Consultancy
11.2018 - 10.2020
Human Resources Coordinator
I Process Services India Pvt Ltd
03.2018 - 08.2018
Senior Process Associate
SDM Process Solution Pvt Ltd
02.2017 - 01.2018
Process Associate
Genpact
10.2015 - 10.2016
Admin Executive
Orple
10.2014 - 09.2015
Master Of Business Administration - Human Resources Management
University of Kalyani
Bachelor Of Business Administration (Honors) - Business Administration
Jis College of Engineering
High Secondary in Arts - undefined
Indian Girls High School