A Full-Time Service Advisor
Resume:
Deepali Mahajan
**********@*****.***
Profile
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. EMPLOYMENT HISTORY
Oct 2023 – Apr 2025 Commission Analyst, Genpact (CISCO)
(Durham, NC, USA)
Analyze Helpdesk Ticket and accountable for resolution of the ticket.
Work on all types of tickets open with the SIO team (6-8 types)
Collaborating with cross functional teams daily for issue resolution, wherein we clearly provide details with examples for a timely response.
Facilitate tracking and maintain data for compliance, Accuracy, Governance at the project level.
Work on process SLAs, Commission calculation, Seller metrics by personas (Product/Services and Software offers)
Use Judgement to set up Webex Teams meet with Seller for the complex case to avoid email back and forth and faster case resolution.
Act as a business advisor for Seller and/or with Internal Cross functional teams to help resolve Commission questions as a single POC
Help and flag improvement areas related to processes, systems, and procedures if any.
Exercises sound judgement within generally defined processes, tools, and policies in developing methods, techniques, and evaluations criteria for obtaining results. Mar 2022 - Jan 2023 Patient Service Advisor, NHS
(Leicester, UK)
Maintained high customer satisfaction standards to meet or exceed targets.
Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Pleasantly greeted customers and asked open-ended questions to better determine needs.
Documented problems and corrective actions to maintain records.
Developed process improvements to enhance overall delivery of service.
Maintained up-to-date knowledge of product and service changes.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Sep 2017 - Sep 2021 Sr. QA, Xceedance (Hollard, BHSI Property & Casualty)
(Delhi-NCR)
Expertise in Manual Testing of Web applications and Desktop based Applications.
Worked extensively on testing of software products.
Experience in all stages of Software Development Life Cycle
(SDLC) right from requirements gathering to production releases.
Understand the requirements and create high level test cases.
Collaborate with Product owners, BA and Developers throughout the development and testing life cycle, review requirements and design documents together as a team.
Identify document thoroughly and track bugs. Also, perform regression testing when bugs are resolved
Created test conditions from scenarios and mapping them to requirements.
Experience of working in Agile methodology and proficient in SQL.
Performed Smoke testing and Functional testing.
Performed Regression testing and Database testing in every sprint.
Performed API testing, create build and deploy code.
Part of Retrospective session & Claims Refinement Session.
Conducted performance testing of the application by generating scripts using Neoload.
Performance test summary report preparation.
Nov 2016 - Sep 2017 SME (BHSI – Property & Casualty) Xceedance
(Delhi-NCR)
Experienced in complete policy life cycle
Worked on different work types of policy: Submissions, Quotes, Bound and Post Bound.
Have an experience of Property line of business which includes Energy, Builder’s risk and General Property
Have an experience of casualty line of business which includes general casualty, worker’s compensation,
transportation, products and construction project
Monitored and tracked user progress to identify improvement opportunities.
Improved user productivity and efficiency through system training and support.
Responsible for handling team for day-to-day queries.
Take care of allocation of tasks and inflow of emails.
Maintained Declined accounts report
Jan 2009 - Nov 2016 Process Developer - Genpact (Allstate Property and Casualty)
(Delhi-NCR)
Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Get certificate from Insurance Institute of Association in Property and Casualty
Determined proper course of action for claims processing.
Maintained accurate records to enable processor activity and performance monitoring.
Documented and communicated timely claims information while supporting accurate outcomes.
Researched claims and incident information to deliver solutions and resolve problems.
Examined police report and update all the information in Next-Gen
Handled a team of 20 people.
Prepared the productive hours report, Root cause analysis report, Client Escalation Tracker.
Handled work allocation for the team to ensure seamless delivery of SLAs.
Part of auditing team to reduce the error percentage and increase the productivity.
Prepared customer dashboard, Training Dashboard, Operational review, Quality data, production data and Performance Tracker
Updated SOP and Update Tracker on weekly basis.
Conduct new hire training's and share their performance reports to higher management.
Ensure team to complete the daily targets and send the Daily Hand-Off reports to client.
Successfully led 3 remote transitions for claims Dec 2007 - Dec 2009 Process Associate, Genpact (SWISS-RE Property and Casualty)
(Delhi-NCR)
Understand the property and casualty claims reinsurance process thoroughly with various training sessions
Developed and maintained financial analysis, reports and payment calculations.
Updated all the information in CREW, search treaty in Sicsnt, First notice of loss, Reserves and payments.
Worked on proportional and non-proportional treaties.
Maintained Training Documents, Client Escalation Tracker and RCA Report
Conduct Training for new hires and trained them on all the work type
EDUCATION
Sep 2004 - Sep 2007 Bachelor's, Delhi University New Delhi SKILLS
Microsoft Excel Expert
SQL Skillful
Salesforce Skillful
Neoload Skillful
Power BI, Tableau & Python Beginner
COURSES
Jan 2006 - Jan 2008 Russian Language Course, Delhi University (Arts Faculty) Aug 2018 - Apr 2019 Business Analytics - 360, Analytix Labs
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