Playing Cricket
DAVID ERUDHAYARAJ
Senior Customer Service Advisor
Milton Keynes
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Subject Matter Expert
Omege Healthcare Pvt Ltd
Chennai
01.2022 - 07.2023
- Guided team members through routine activities and challenging questions.
- Accountable for inbound calls, emails, and WhatsApp chat for VIP clients, while ensuring SLAs are met.
- Stakeholder in bridging the gap between the product, engineering, and the customers.
- Initiated and delivered on Process Improvement Project for Clients Self Service app.
- Handled escalated issues for tier-1 clients with a 95% success rate and 15% faster than the average benchmark.
- Kept track of escalated issues and ensured the team followed up for case resolution and customer satisfaction .
- Mentored the agents by providing weekly reports, and conducting monthly Q&A’s to increase product knowledge.
- Implemented vital points for customer loyalty resulting in increase retention rate.
Senior Customer Service Representative
Omega Healthcare Pvt Ltd
Chennai
07.2018 - 01.2022
- Addressed customer inquiries by phone and via email, scheduling appointments.
- Processed claims from returned pending claims reports and documentation containing claim edits.
- Verified completeness and accuracy of incoming provider claims.
- Reduced customer complaints by 20%, by addressing in a timely and efficient manner.
- Calculated claims amounts and submitted paperwork for payment or review.
- Prepared insurance claim forms, reviewing documents for accuracy and completeness.
- Used EPIC software to record claims information.
- Communicated with policyholders to acquire missing information for claims processing.
- Reviewed insurance applications and verified data to determine coverage eligibility.
- Achieved 97% customer satisfaction rate and increased Customer satisfaction rate.
- Review insurance coverage to calculate policy limits.
Customer Service Manager
Access Healthcare Private Limited
Chennai
02.2017 - 06.2018
- Guided clients through claims procedures and resolved minor complaints during the claims-handling process.
- Supported business objectives by participating in quality control tasks, audits, risk assessments, and field reviews.
- Performed data entry functions, including claim file updates and forms.
- Negotiated settlements and followed through with litigation for unsettled claims.
- Contacted or interviewed claimants, doctors, medical specialists, and employers to get additional information.
- Reported overpayments, underpayments, and other irregularities.
- Referred questionable claims to investigators or claims adjusters for investigation or settlement.
- Entered claim payments, reserves and new claims on computer system, inputting concise yet sufficient file documentation.
Customer Sales and Service Expert
Omega Healthcare Pvt Ltd
Chennai
06.2015 - 11.2016
- Processed new claims, verifying data and documentation prior to submitting for approval or review.
- Modified and updated current policies and claims to reflect changes in beneficiary, coverage limits, or policy type.
- Processed new insurance policies, documenting premiums, coverage limits, and account holder information.
- Updated databases with new information from newly filed and open insurance claims.
- Coordinated payments, collecting and organizing supporting documentation.
- Calculated claims amounts and submitted paperwork for payment or review.
- Review insurance coverage to calculate policy limits.
- Accountable for delivering projects before the deadline.
- Strengthened the balance between business operations and finance.
- Transformed leads to the business, responsible for increasing sales and running campaigns on Facebook.
Education
BBA - Management
Asan Memorial College
Chennai, India 06.2012 - 05.2015
A-Levels -
Anita Methodist Matriculation Higher Secondary School
Chennai, India 06.2010 - 05.2011
GCSE/O Levels -
Anita Methodist Matriculation Higher Secondary School
India, Chennai 06.2008 - 05.2009
Skills
MS Office 2007 ( Word, Excel, Access, PowerPoint
Interests
Timeline
Subject Matter Expert
Omege Healthcare Pvt Ltd
01.2022 - 07.2023
Senior Customer Service Representative
Omega Healthcare Pvt Ltd
07.2018 - 01.2022
Customer Service Manager
Access Healthcare Private Limited
02.2017 - 06.2018
Customer Sales and Service Expert
Omega Healthcare Pvt Ltd
06.2015 - 11.2016
BBA - Management
Asan Memorial College
06.2012 - 05.2015
A-Levels -
Anita Methodist Matriculation Higher Secondary School
06.2010 - 05.2011
GCSE/O Levels -
Anita Methodist Matriculation Higher Secondary School
06.2008 - 05.2009
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