Customer Service Process

P. Sandhya Laxmi

# Dno: **-*-**, Upstairs, Near Water Tank, Fort, Hindupur - 515201

Tel: 085**-******. Cell: 996-***-****, 958*******

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

Objective

Seeking in a dynamic, professional organization with challenging work environment that suits my educational qualifications and experience at the same time, which allows rapid improvement coupled with growth and individual development.

Educational Qualification:

Pursuing Master of Arts from Dr Br Ambedkar Open University (Economics), Anantapur

Bachelor of Arts from Sri Krishna Devaraya University,in S.S.B.N Degree. College. Anantapur.

Intermediate in Bi.P.C from Sri Vani Junior College, (1996 – 1998) Anantapur.

S.S.C. in Sri Gayatri English Medium School, Anantapur.

Technical Skills:

Operating systems : MS-DOS and Windows.

Packages : MS-Office.

Accounting Packages : Tally 7.2

Experience:

1) Organization : Max Newyork Life Insurance Co. Ltd.(Hindupur)

Designation : Executive Service Delivery (Branch Operations)

Duration : July-08 to July2011.

Job profile:

New Business – Quality in QC, dispatch of Applications to SC on same day, <3% GO discrepancy. Follow-up on GO Actionable, WIP cases and Applied to Paid, Control on Business Leakage

Customer Service, CSMS login – Capturing all internal, external customer Queries in CSMS (Customer Service Management System), First Call Resolutions to customer queries, >85% Policy Pack acknowledgements

Claim Processing - Clearing the claims with in TAT

POS request – Sending all POS (Policy Owner Service) requests on same day, capturing time & date without fail, Maintaining Accuracy

Banking & Administration – 100% Banking of instruments, Accuracy in making entries, Providing immediate premium receipt, Timely AMC, checking the office facilities, Petty cash process, Vendor payment process, Cost optimization

Process and Operational Control – Adherence to Agency coordinator, CSE, AAE process. Updating latest circulars to distribution team.

Agency Contracting –Attending Agents queries, Employee Entry, Exit process. Agent Contracting, Exit / termination process

Initiatives – Initiatives for the development of organization in various parameters of Publishing various MIS of patch (PP.Ack .& Feedback forms) and My-Kontribution (Idea sharing)

Achievements: -

9 CA nominations received from Max New York life insurance coltd.,

Continually received two “Star Of the Month Award” from Max New York life Ins.Co Ltd.

9 “YOU ARE A WINNER” Certificates from Max New York life Ins.Co Ltd.

“MOST ADMIRER AWARD” from HO Training Team from Max New York life Ins.Co Ltd (Gurgoan) at the Time of NEO (New Employee Operations).

3 years of Customer service experience in operational Department.

Well versed with MS Office (Excel, Power Point).

Appreciated my work by my operations Head (HO) and published my name in“OPS Connect” (MNYL Monthly Magazine) both in south India & All over India.

Winner of Customer Delight award for excellent office decoration and customer service

Winner in receiving certificate for contributing best ideas for organization

Received the Best Cross Functional Award from office head

Successful Ops employee in operating from bigger location being a single operations employee

Experience

Worked as Customer Service Account & Admin Executive’ in Sharanya Communications (Vodaphone Post Paid) at Hindupur branch since March – 2007 To July - 2008

Job Profile:

Customer Support Executive(Branch Admin and Operations) / MIS:

Responsibilities:

Ensuring statutory compliance with respect to all aspects.

Premium Collection and Updating process, Proposal Login, Contract Creation and dispatch to HO, BPMS Process adherence.

Customer service & complaint management on a day-to-day basis.

Maintain and regularly update the Attendance Register and Leave cards, new joinee joining & exit formalities.

Taking care of walk in customers and customer related issues and resolving the issues

Proper response in attending mails and replying the mails with all level officials with MIS.

Preparing Branch Audit process.

Finance & Administration:

Adherence to Banking & Cash Management process.

Adherence to Branch Expenses Management process.

Preparing Bank Reconciliation Statement.

Proper recording of Petty cash, timely updating of expenses and daily reconciliation of petty cash amount in hand.

Maintenance of the branch assets and the general environment at branch.

Sending the Daily & Monthly Expense statement to the higher officials.

Experience

Worked as Account & Admin Executive’ in Promech Industries ( Related to WIPRO) in Hindupur from Nov 2003 to Feb 2007

Job Profile:

Worked as Account & Admin Executive’ in Promech Industries

Responsibilities:

MIS and Documentation Handling.

Customer Care Service as well as Corporate Activity.

Product Detailing to the customers (Sales Team).

Having good communication skills in dealing customer queries and Requests.

Handling cash transactions and maintaining the Branch Records.

Preparing Bank Reconciliation Statement.

Preparing Branch Audit process

Strengths:

I seek to handle increasing responsibility and challenging assignments to harness my skills, knowledge and create avenues for professional and personal growth. I would like to be part of an environment that promotes team effort and provides opportunity for value based growth as well as career advancements while making a significant contribution to the organization.

Good communication skills, self-motivated, committed and positive attitude.

Ability to learn quickly.

Personal Profile:

Fathers’ Name : P. Madhu Prakash

Date of Birth : 07-01-1981.

Sex : Female.

Martial Status : Married.

Languages known : Telugu, English & Hindi

Address : H.No:#12-7-19, Upstairs, Near Water Tank, Fort,

Hindupur - 515201

I vouch the authenticity of the above-specified information.

(P.Sandya laxmi)

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