Customer Service Manager
Resume:
Bhavna Desai
ab1m40@r.postjobfree.com Home: 408-***-**** 1760 Indigo Oak Lane San Jose, CA 95121
Objective
A career in underwriting / claims in the insurance industry, where my experience, skills, education in insurance, combined
with my analytical and organizational skills, can be utilized. Be a core team member and contribute to essential business
functions.
Skills Summary
Experienced in life/health insurance operations, health insurance claims, customer service, internal audits and team
management, in the Insurance industry in India.
Industry-specific education
‘Introduction to Global Risk Management, Insurance and Financial Services’ course from IGIE (Institute for Global
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Insurance Education).
Ethics 311 ‘Ethical guidelines for Insurance professionals’ from AICPCU, USA
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Licentiate (General Insurance) from Insurance Institute of India.
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Note: Currently enrolled in AIS 25 – ‘Associate in Insurance Services’ from AICPCU, USA
Achievements
Certified internal auditor - ISO 9001-2008
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Completed Six Sigma training course (project pending)
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Senior Manager of top-performing bank assurance channel team, in Max New York Life Insurance Co.
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Headed the top-performing cluster of branch offices in Mumbai as ‘Service Center Manager’ in Max New York Life
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Insurance Co.
Experience
Senior Manager, Operations – Max New York Life Insurance Co. India. June 2010 – Aug, 2011
Headed insurance operations, customer service and client relationship management for the West & South of India,
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for an exclusive Bank assurance vertical of the company.
Managed a geographically distributed team with 13 direct reports. Team placed first in the company and given a
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“Team Excellence Award” in the first year.
Relationship Management and reviews with business partners across 13 regions.
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Setup processing hubs for the bank assurance channel. Recruited and trained staff, and set up office
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infrastructure.
Formulated new processes & guidelines for the channel and integrated them with the broader processes in the
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company.
Created and completed new customer initiatives
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Service Center Manager – Max New York Life Insurance Co. India. May, 2008 – May 2010
Headed operations for the Service Center (processing hub for all branch offices in Mumbai) and a cluster of 7
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branch offices in Mumbai, customer service and agent support.
Bhavna Desai
ab1m40@r.postjobfree.com Home: 408-***-**** 1760 Indigo Oak Lane San Jose, CA 95121
Conducted ISO internal audits in branch offices.
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Executed the project of decentralisation of processes from service center to branch offices.
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Managed ‘systems transition’ dry runs across west zone effectively, without any glitch.
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Assisted the Regional Manager with various regional level initiatives & team management.
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Worked with the distribution managers to provide effective support to the sales function.
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Operations Manager – Medi Assist India Pvt Ltd., Mumbai, India April, 2007 – Dec, 2007
Medi Assist is a Third Party Administrator for health insurance.
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Headed overall operations for the Mumbai office, which consisted of the claims, customer service, services support
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and hospital empanelment teams.
Managed a small team of in-house doctors assisting with the regulation of claims and fraud prevention.
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Managed relationships with hospitals, insurance companies and corporate clients.
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Streamlined claims processing to reduce delays and misrouting. Improved turnaround times and client satisfaction
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rates.
Divisional Manager – Lifeline Global Ltd., Mumbai, India 1998 – 2006
Managed a team of about 10 people to streamline customer enrollment, claims reimbursement, patient
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hospitalization and financial assistance.
Headed the claims processing team, which included doctors. Was the final signing authority for claims
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reimbursements and advance hospital payments.
Carried out tie-ups with hospitals across India and got them on board.
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Introduced CRM to the company, established a single point of customer service and improved customer
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satisfaction and streamlined internal processes.
Introduced an audit process for improving written documentation, documenting payments and reducing
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legal/grievance claims.
Created new hire training programs for doctors and customer service personnel.
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Faculty – Star Computer Institute 1995 - 1997
Teaching Microsoft Office suite, including Microsoft Word, Excel and Powerpoint.
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Student counseling
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Customer Services – Skypak Couriers, India 1993 – 1994
Customer phone support
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Consignment tracking, tackling delivery issues, and using telex and computers to track accounts, packages and
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issues.
Education
Bachelor Of Science – Mathematics Bombay University, India.
Diploma in Travel & Tourism IITC, Mumbai, India
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