Lufta Dipa
Norwich
Summary
Offering strong communication and problem-solving abilities, with friendly and approachable demeanour. Knowledgeable about providing exceptional customer service and building positive relationships. Ready to use and develop skills in active listening, conflict resolution, and customer engagement. Highly-skilled Insurance Claims Handler, deftly managing diverse client. Offering outstanding customer care through empathetic communication and effective claim handling. Built positive relationships with customers and colleagues for enhanced service provisions. Currently a student studying Accounting and Management.
Overview
5
5
years of professional experience
Work history
Customer Advisor
Aviva
Norwich, Norfolk
2024.06 - 2025.12
- Successfully managed customer issues with effective and efficient solutions.
- Ensuring accurate MTA
- Built rapport with customers through courteous and professional communications.
- Uphold privacy and security requirements established by national legislation.
- Helped customers by knowledgeably answering enquiries regarding product placement, details and availability.
- Managed large volumes of incoming calls for efficient customer service operations.
- Streamlined data entry processes for improved accuracy.
Insurance Claims Handler
Lancaster Gate Assistance
Diss
2022.11 - 2024.01
- Maximised recovery potentials
- Handled First Notice of Loss (FNOL) calls
- Ensured positive customer experiences throughout the claim
- Assessing Liability and making decisions on liability
- Emailing third party insurance for claims
- Invoice
- Offering hire and repairs, dealing with whole claim accordingly
- Updated relevant parties on claim developments, offering continued advice and support to meet client needs.
- Consistently offered accurate, concise information to customers and stakeholders for clear, open communication.
Customer service representative
YSL
Norwich
2022.09 - 2022.11
- Provided top-notch support for increased customer satisfaction.
- Processed orders promptly ensuring a positive shopping experience for customers.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
Customer support executive
StaffAsia
2021.03 - 2022.03
- Provided post-sales support to improve customer retention and leverage upselling opportunities.
- Responded to calls and web chats within target timeframes, handling
- Taking calls for customers
- Live chat
- Handled complaints with calm and diplomatic manner, organising refunds or replacements as required.
- Delivered exceptional service through proactive problem-solving and tailored product offerings.
Education
A-Levels - Maths, Business, Accounting
EDEXCEL
Accounting and Management
University of East Anglia
NorwichSkills
- Claims handling and evaluation
- Excellent Microsoft Knowledge
- Good communication skill
- Loss adjustment
- Empathy and understanding
- Claim assessment
- Customer care
- Product expertise
- Technical proficiency
- Multitasking capability
- Data Entry
- Basic accountancy
- Team player
LANGUAGES
English: First language
Bengali: C2 Proficient
Timeline
Customer Advisor
Aviva
2024.06 - 2025.12
Insurance Claims Handler
Lancaster Gate Assistance
2022.11 - 2024.01
Customer service representative
YSL
2022.09 - 2022.11
Customer support executive
StaffAsia
2021.03 - 2022.03
A-Levels - Maths, Business, Accounting
EDEXCEL
Accounting and Management
University of East Anglia