Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Timeline
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Sumeet Shedge

Winchester,Hampshire

Summary

Results-oriented and compliance-conscious professional with 8+ years of international experience across the UK, UAE, and India in insurance claims management, financial customer service, compliance support, and debt recovery operations. Proven expertise in managing complex claims, navigating regulatory environments (FCA, GDPR), resolving high-stakes complaints, and driving client satisfaction in fast-paced financial and insurance sectors.

Skilled at leading customer service improvements, implementing robust compliance frameworks, and negotiating with underwriters and debtors to maximize business outcomes. Known for delivering measurable performance uplift, including a 25% reduction in aged debt, 15% improvement in customer retention, and consistent outperformance of service KPIs.

Fluent in English, Hindi, and Marathi, with exceptional communication, risk awareness, and CRM system proficiency. Holds a full UK driving license and currently employed in a UK-based financial services role. Actively seeking a position with a forward-thinking organization where I can contribute to customer success, operational compliance, and commercial growth.

Overview

10
10
years of professional experience

Work history

Customer Service Representative

First Source ( Lloyds Bank )
Birmingham, United Kingdom
01.2024 - 01.2025
  • Served as the first-line contact for Lloyds Bank customers across phone, email, and digital channels, managing high-volume inbound queries with empathy and efficiency.
  • Reduced first contact resolution time by 20% through proactive issue tracking and root cause analysis.
  • Ensured strict adherence to FCA guidelines and internal compliance protocols while resolving sensitive banking issues.
  • Accurately recorded high-value transaction data and customer records in CRM systems, supporting audit readiness and GDPR compliance.
  • Collaborated cross-functionally with investigation and back-office teams to resolve complex account and loan-related escalations.
  • Regularly exceeded service-level KPIs for call handling time, customer satisfaction, and resolution accuracy.

Senior Insurance Advisor

Insurancemarket.ae, Afia Insurance Brokerage LLC
Dubai
02.2020 - 04.2023
  • Managed a portfolio of motor insurance claims and renewals, handling over 150 client accounts monthly in a fast-paced brokerage environment.
  • Increased client retention by 15% YoY by proactively addressing service gaps and providing policy clarity and claims support.
  • Supported end-to-end claims lifecycle—from submission and validation to approval—ensuring SLA and compliance with local insurance regulations.
  • Negotiated coverage and premiums with underwriters to secure client-favorable terms without breaching underwriting risk appetite.
  • Maintained audit-ready documentation and adhered to regulatory standards, reducing internal compliance queries by 30%.
  • Conducted policy reviews and upselling sessions, improving cross-sales by 12% over 12 months.

Senior Associate

Radius Global Solutions Pvt Ltd
Mumbai
12.2016 - 01.2020
  • Led recovery operations for high-value B2B debt portfolios, achieving a 25% reduction in outstanding balances through structured repayment plans and client negotiations.
  • Ensured alignment with internal compliance policies and industry-standard recovery practices under UK and US financial regulations.
  • Monitored ageing reports and implemented strategic actions on delinquent accounts, improving recovery cycles.
  • Mentored junior associates in negotiation, system handling, and compliance, boosting team productivity and efficiency by 15%.
  • Handled confidential financial records in strict accordance with GDPR and PCI DSS standards.

Senior Customer Service Representative

Altisource Business Solutions PVT LTD
Mumbai, Maharashtra
06.2015 - 10.2016
  • Delivered full-cycle support to US-based mortgage insurance clients, achieving 100% customer satisfaction in post-call surveys.
  • Managed complex inbound queries related to renewals, policy explanations, and complaints, with resolution times well within SLA.
  • Contributed to a 20% increase in policy renewals by streamlining client outreach and proactive service follow-up.
  • Worked with underwriting and document control teams to support accurate and efficient claims processing.

Education

Bachelors - Commerce

William Carey University
2017

Skills

  • Insurance Claims Management
  • Regulatory Compliance (FCA, GDPR, PCI DSS)
  • Customer Complaint Resolution
  • Policy Renewals & Underwriting Support
  • Debt Recovery & Credit Control
  • Financial Services Customer Support
  • Risk Assessment & Fraud Prevention
  • SLA Management & Escalation Handling
  • CRM Systems (Salesforce, Avaya, NICE, proprietary tools)
  • High-Volume Contact Centre Operations
  • Client Retention & Relationship Management
  • Financial Transaction Handling & Record Accuracy
  • Data Protection & Audit Readiness
  • Team Leadership & Staff Training
  • Complaint Handling (FOS/FCA Guidelines)
  • Multi-Channel Communication (Phone, Email, Live Chat)
  • Analytical Thinking & Root Cause Investigation
  • Microsoft Office Suite (Excel, Word, Outlook)
  • Time Management & Prioritisation
  • Cross-Functional Collaboration

Additional Information

Languages: Fluent in English; Native in Hindi and Marathi

- Driving License: Valid UK Driving License

- Passport: T6825727

Languages

English
Fluent
Hindi
Native
Marathi
Native

Timeline

Customer Service Representative

First Source ( Lloyds Bank )
01.2024 - 01.2025

Senior Insurance Advisor

Insurancemarket.ae, Afia Insurance Brokerage LLC
02.2020 - 04.2023

Senior Associate

Radius Global Solutions Pvt Ltd
12.2016 - 01.2020

Senior Customer Service Representative

Altisource Business Solutions PVT LTD
06.2015 - 10.2016

Bachelors - Commerce

William Carey University

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