Customer Support & Claims Specialist with 6+ Years

SHWETA MEHTA

New Jersey, USA

Phone: +1-732-***-****

Email: ****.*******@*****.***

LinkedIn: www.linkedin.com/in/shwetamehta95

PROFESSIONAL SUMMARY

Customer Support and Claims Support Professional with 6+ years of experience across insurance, customer service, and stakeholder support roles. Proven track record of handling high-volume inbound, outbound, and chat interactions while meeting strict SLA and quality standards. Recognized for managing 700–800 cases per month, achieving 98–99% resolution rates, and maintaining consistent 100% quality scores. Strong in escalation handling, documentation, process adherence, and delivering positive customer and stakeholder experiences.

KEY SKILLS

Inbound, Outbound & Chat Support

Customer Support & Customer

Experience (CX)

Escalation Resolution

Quality Assurance (QA)

Cross-Functional Collaboration

CRM & ATS Documentation

SLA & TAT Compliance

Performance Metrics

CSAT, Productivity, Accuracy

Process Improvement

Call Center Operations

High Volume Case Handling

Case management

PROFESSIONAL EXPERIENCE

Talent Acquisition Specialist (Client Side)

Diaspark Inc Sep 2022 – May 2025 New Jersey, USA

Supported hiring for .NET and Java roles while serving as the primary point of contact for candidates and hiring managers

Managed high-volume pipelines, scheduling, follow-ups, and documentation while meeting defined SLAs

Handled candidate queries, coordination, and escalations with clear, professional communication

Maintained accurate records in ATS and internal systems

Partnered cross-functionally to improve processes and enhance overall stakeholder experience

Customer Service Specialist

Allstate Jan 2020 – Mar 2022

Managed 700–800 inbound & outbound insurance claims per month, providing end-to- end customer support via phone and system-based tools

Delivered inbound customer service while resolving complex policy and claims-related inquiries

Achieved 98–99% customer resolution rates with consistent 100% quality audit scores

Successfully resolved high-impact customer escalations with zero unresolved cases

Met and exceeded performance metrics including productivity, quality, and turnaround time

Maintained strict adherence to SLAs, compliance standards, and internal procedures

Used claims systems and CRM tools to document interactions accurately

Selected for Quality Assurance and training initiatives based on top performance Customer Support Associate

WNS Global Services Nov 2018 – Dec 2019

Handled 500-600 inbound & outbound customer interactions in a fast-paced call center environment

Provided customer support via phone and system-based tools while meeting daily performance targets, maintaining the first call resolution (FCR)

Maintained 100% quality and compliance scores

Assisted with escalations and effective issue resolution to ensure customer satisfaction

Supported Quality Assurance and training activities for new team members EDUCATION

Master of Science (M.S.) in Biotechnology

Bundelkhand Institute of Engineering and Technology, India, 2018

Bachelor of Science (B.S.) in Biotechnology

Bundelkhand Institute of Engineering and Technology, India, 2016

Contact this candidate