Honey Shakti
Rancho Cordova,CA
Summary
Driven by a commitment to professionalism and integrity, I excelled at The Hanover Insurance Group, Inc., enhancing customer satisfaction through expert claims processing and investigation. My ability to multitask in fast-paced environments, coupled with exceptional communication skills, led to surpassing targets by over 100%. My tenure is marked by continuous professional development and a proactive approach to problem-solving.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Claims Service Representative
The Hanover Insurance Group, Inc.
Howell, MI
02.2023 - Current
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Processed claims related to Auto, Property, Utility, Liability and Worker's Compensation reported via phone, email, fax and online submissions.
- Supported team members by sharing expertise and knowledge, fostering collaboration within the department.
- Maintained thorough knowledge of company policies and insurance regulations, ensuring proper claim handling procedures were followed.
- Adhered to strict confidentiality guidelines when handling sensitive client information, maintaining trust among clients and colleagues alike.
- Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
- Continuously updated skills through professional development training opportunities, leading to improved job performance.
- Developed in-depth understanding of insurance policies and procedures.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Provided exceptional customer service by addressing concerns and answering questions.
Management Trainee
Genpact India Private Limited
Hyderabad, India
10.2013 - 06.2018
- Improved management skills by participating in rigorous training programs and workshops.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
- Assisted with onboarding of new employees by providing training and development resources.
- Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
- Handle a team of 22 members in a 24/7 environment. Ensure Daily/Weekly/Monthly productivity and Service Level Agreements are met.
- Coach the customer service representatives on new policy additions on timely basis and make sure that the goals are accomplished within defined deadlines.
- Provide feedback to team members on their daily performance and create monthly reports and participate in yearly performance reviews.
- Monitor the queues, assign claims as and when required and ensure customer requests are closed within TAT.
- Prepare EOD reports and represent the team during Monthly & Weekly business reviews with the client.
- Identify the right talent and hire customer service representatives for the role of reviewers.
- Trained 2 batches of newly recruited customer service representatives.
- Won 2 Silver and 2 Bronze awards based on teams’ performance.
- Enhanced team performance by implementing effective communication strategies within the group.
- Coordinated with senior management to align departmental goals with overall company objectives, ensuring cohesive efforts towards growth.
- Enhanced team productivity by leading weekly strategy meetings to refine project approaches and streamline workflows.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
CSR/Process Developer
GE Global Servicing
Hyderabad, India
12.2010 - 05.2013
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
- Assisted them with making payments over the phone. Issued new cards in case of lost or stolen cards and fixed any unauthorized charges made on credit cards.
- Offered additional services like card security, insurance against unauthorized charges etc. thereby achieving more than 100% of targets set by the organization.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Responsible for training new hires during on-the-job training.
Customer Support Associate
Mahindra Satyam BPO Limited
Hyderabad, India
06.2008 - 09.2009
- Worked for dental insurance called “GUARDIAN” and assisted the doctors and nurses in the USA with queries pertaining to the insurance policies and accounts of their patients.
- High understanding level about the policies and treatments offered by the doctors.
- Answering calls pertaining to benefits and claims.
- Explain to the callers the reasons for the denial claims.
- Process payments, denial claims, & send reports/bills etc. by fax.
Education
Masters In Business Administration - Human Resources Management
Mahatma Gandhi University
Meghalaya, India 06.2014
Bachelor's In Technology - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad, India 11.2008
Skills
- Professionalism and Integrity
- Exceptional communication
- Time Management & Collaboration
- Microsoft Office
- Claims Processing & Investigation
- Policy understanding & knowledge
- Problem-solving & multitasking abilities
- Organizing and Prioritizing Work
- Adaptability and Flexibility
- Self Motivation
- Analytical Thinking
Accomplishments
Transition to permanent employee within 4 months of joining
Got promoted to Senior Claims Service Representative within 8 months
Won Quaterly best customer experience award
Maintained above expectations in monthly performance reviews throughout my career
Certification
Certified ScrumMaster (CSM)
Salesforce Certified Business Analyst
Languages
English
Full Professional
Telugu
Native or Bilingual
Hindi
Full Professional
Timeline
Senior Claims Service Representative
The Hanover Insurance Group, Inc.
02.2023 - Current
Management Trainee
Genpact India Private Limited
10.2013 - 06.2018
CSR/Process Developer
GE Global Servicing
12.2010 - 05.2013
Customer Support Associate
Mahindra Satyam BPO Limited
06.2008 - 09.2009
Masters In Business Administration - Human Resources Management
Mahatma Gandhi University
Bachelor's In Technology - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University