Manager Customer Service

Gigi Mathew

Experience in Customer Service & Operations

A professional with an overall experience of 15 years in the BFSI space. I carry a track record which spans across Operations, Business Management, Quality, Account Management, and CSat Governance to name a few and had the privilege to manage operations with large teams within India, UK and US.

A trained Green Belt, ISO 27001and 9001 certified auditor and had the privilege to work with Convergys, Aviva,BhartiAxa General Insurance and Vidal Health TPA.

In my role as an Associate Manager, I have handled a team of 150 people and also function as the CSAT champion for the center. One of my achievements was automation and data analysis for the contact center which yielded great revenue saving for the company. Also have initiated and transitioned email and chat bot for the call center. Played a major role in transitioning the contact center activities and setting up in a new location.

As a Manager-Customer Service, manage teams and relationships with multiple brokers, clients and insurer’s. Business integration process, large account program structures and projects to enable integration to the needs of various stakeholders into a uniform and high performing TPA model.

+919********* Email: **********@*******.***

Address No119 Rohini Nilayam, LRDE Layout, Nationality: Indian

Karthiknagar, Marathahalli, Bangalore - 560037

Significant Achievements

Completed Six Sigma Green Belt

ESCAP Certified(Cost savings project)

ISO 27001 and 9001 certified auditor

Initiated automation and successfully drove cost center to a profit center mode.

CRM Champion for the center (Salesforce.com)

Key Skills

Planning and Budgeting, Performance Management

People Management, Transition Projects,

Client Engagement, Training Programs, Quality

Process designing, Continual Process improvements

Escalations – Internal and external; Renewal, New Business

Career Timeline

Manager-Customer Service: Vidal Health TPA, Jan 2020 to July 2020

Key performance Indicators:

Client Relation Management-Building & maintaining a healthy business relationship with corporate clients, insurance company & insurance brokers.

Regular meetings with insurer/brokers-visiting Insurers & Brokers to have market updates and to explore new opportunities

Meeting HR & other key professionals for new business pitch, TPA evaluation

Suggesting and customizing wellness proposals based on company budget & allocated resources.

Liaison with internal team and act as an interface between company & client/broker while bringing new business on-board

Keep Insurers/Brokers/HR updated on launch of any new software/application or any other initiative taken by organisation

Understand Business Requirement and Work on both internal & external business requirement of corporate clients, insurance company & broker.

Manage a team of CSR’s and create an environment that cultivates service excellence.

Business integration process, large account program structures and projects to enable integration to the needs of various stakeholders into a uniform and high performing TPA model.

Work closely with business consultants to manage TPA performance impact on individual account or portfolio of business.

MIS reporting

Ensuring timely business renewals and support all the requirements related to the same

Associate Manager Call Center - Bharti Axa General Insurance, Oct 2010 to Dec 2019

Key performance Indicators

Governing the overall quality and performance of the contact center to achieve the company’s vision of fast, fair and friendly service.

Data Analysis: Track, measure, report and evaluate the contact center performance.

Reviewing and preparing of SOP for the processes followed and changes recommended.

Responsible for Transitioning various processes,updates and programs within the center

Point of contact between the contact center and the internal stakeholders.

Analyze training requirement arrange for training or train call center team on process (new /refresher process training) as well as on soft skills.

Manpower planning & resource allocation.

Analyze workflows and assignments to ensure efficient & cost effective operations.

Ensure customer satisfaction and of all activities are directed towards this objective.

Developing, implementing & improving operational systems, processes & policies resulting in TAT Improvements.

Performs quantitative analysis of key processes and customer interactions to identify improvement opportunities.

Manage delivery of projects / process improvements and identify any challenges or negative impacts to the customer experience prior to launch of new features.

Manage the Contact center billing.

Have also handled Renewal and new business campaign to make the contact center a cost center

WNS, Bangalore - Quality Analyst, Aviva Life insurance for UK based customers. Sept 2005 – Dec 2009

Key performance Indicators

Monitor calls based on set standards and processes

Provide feedback & coaching (Using SMART objective method) to the team members in terms of areas of improvement and strengths, design action plans, implement and track effectiveness

Providing floor support and handling escalation calls

Monitor agents / Teams performance and maintain performance data

Mentoring team members to maximize their potential, develop their skills and improve their performance, support them to move up the ladder in their career

Liaising with the Onshore QA Team for record clarification and changes in the call marking process

Prepare Performance reports using Pareto and Pivot charts showcasing the highlights and areas of improvement

Attend Monthly internal and external calibration sessions ensuring minimal variation in quality marking

Conducting internal FSA audits

Conduct refresher process trainings and customer service oriented trainings.

Convergys India Services Limited Customer Service Representative Jan 2004 – Aug 2005

Key performance Indicators

Handling queries with Credit Card Applications

Prepare and update various reports

Understand service levels and meet given targets on a daily basis

Education

BCA : K.S. Rangaswamy College of Arts and Science - Tamil Nadu

MSc : Computer Technology from K.S.Rangaswamy College of Technology - Tamil Nadu

Personal Information

Languages Known: English, Hindi, Tamil, Malayalam and Kannada

Marital Status: Married

Passport Number: P3524661

Vidal Health TPA

WNS

Convergys

Bharti Axa GI

Jan 2004 to Aug 2005

Jan 2020 July 2020

Sep 2005 to Dec 2009

Oct 2010 to Dec 2019

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