NAVEEN B M
Bengaluru ,India
Summary
I carry a total of 9 and half years of work experience in BPM/KPO domain. To effectively use the conceptual skills and knowledge gained through education and experience to meet the challenges in a new process thus meeting the goals of providing high quality deliverables and thus achievingcustomer satisfaction.
Work history
Customer service representative
Accenture Services Private (Contractor)
Bengaluru , India
06 2022 - 12 2024
- Complaints specialist/support via chat and email for UK based client providing services and products
- Use customer specific data to review their needs and provide the best deals possible based on their requirement
- Resolve and escalate complaints based on set prcedures as per OFCom, Ombudsman and data protection acts
- Handle escalataions from customer contact centers across different locations
- Client specific interviews-Hiring drivers for UPS
- Dealing directly with candidates for the driver, helpers & ground staff roles
- Involved in making repository of hired candidates and related data analysis
- Involved in Quality checks of interview calls made to candidates and coming up with relevant solutions to improve the quality of output provided to candidate and client
- Work on different staffing plans across different locations in the US
- Analyize, research and update district partners about blockages caused for their respective locations if hiring is not sufficient
- Take interviews, schedule road tests, physical tests and medical tests for candidates for driver job roles
- Assist candidates with queries on their job application
Senior Associate
WNS-Aviva
Bengaluru , India
07 2015 - 06 2022
- General insurance –Motor claims handling, Underwriting, Customer Support & Complaints
- Take relevant action on fraudulent claims
- Maintain compliance and complaints procedure as per Central Bank of Ireland
- After validation of claims contact consumer and settle as perclient specified procedure
- Have annual claims data recorded with payouts and then check with underwriting team on insurance pool
- Provide Indemnity to customers where required
- Handle and resolve customer complaints
- Prepare minor projects to showcase out performance
- Create and execute system sharing plan/ Rosters/Trainings
- Monthly one to one feedbacks to team members
- Monthly, Quarterly & Bi-Annual Performance review
- Provide regular updates and performance enhancementtrainings to team members
- Monthly ratings provided to team members based on set
- Review and amend CYOs/KRAs based on half yearly performances
- Send Monthly reports to MI for incentive payouts
- Keep track and maintain absentism and attrition rates as per company/client requirements.
Education
Diploma - Insurance
2015 - 2017
BCA - Computer Application
PUC - Univercity
Matriculation - CBSE
Skills
- Communication
- Interpersonal Skill
- Analytical Skills
- Critical Thinking
- Project Management
- Research
- Finance & Insurance
- People Management
- HR Services
Accomplishments
- Achievements & Awards
- Have acquired the the Title of ACCREDITED PRODUCT ADVISOR(APA) for completing my Diploma in insurance from Dublin City University(Online), Ireland.
- Have acquired RPA Beginnerbadge for the RPA project Haveacquired BDA (Big Data Analytics) Champ badge.
Timeline
Customer service representative - Accenture Services Private (Contractor)
06 2022 - 12 2024
Senior Associate - WNS-Aviva
07 2015 - 06 2022
Dublin City University - Diploma, Insurance
2015 - 2017
Indian Virtual University for peace - BCA, Computer Application
Seshadripuram Pre University College - PUC, Univercity
Sindhi High School - Matriculation , CBSE