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<pre>Array ( [var] => cut_url ) </pre> Resume for Atul K. for Customer Support / Client Care / Insurance in Apex, North Carolina. Search More Resumes for Customer Support / Client Care on Resumark.com #GJQBX2H7L
 

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Resume for Atul K. for Customer Support / Client Care / Insurance in Apex, North Carolina




Occupation: Customer Support / Client Care Industry: Insurance
Country: United States City: Apex
State: North Carolina ZIP: 27523



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Atul K. Bullfinch Lane, Apex, NC :: Professional Summary :: Over years of experience in third party business process outsourcing in various lines of business including mortgage, insurance & telecom :: Experience in business process outsourcing transitions and project management :: Ability to handle multiple tasks effectively and simultaneously :: Strong knowledge of Microsoft Word, PowerPoint ,Excel, and the Internet :: Detailoriented with excellent problem solving skills :: Excellent interpersonal and relationship building skills PROFESSIONAL EXPERIENCE EXL Service.com India Pvt. Ltd, New Delhi NCR, India / / EXL is a leading provider of Transformation and Outsourcing services to Global companies in multiple industries including insurance, banking, financial services, utilities, transportation and travel. Transition Manager / / * Managed migration of processes from planning stage through implementation of operations. Responsibilities include, project planning, process understanding, understanding customer expectations, defining process boundaries and creating service delivery parameters. * Transitioned processes involving employees and over P&C insurance transactions which includes low to complex transactions Designed customized key metrics for accurate measurement of performance and service Developed effective relationships between EXL and their clients to ensure a successful transition and steady state of operations processes Created Statements of Procedures for highly complex policy processing, billing and underwriting processes Created and documented client contracts, statements of work for all processes * Assistant Manager Operations / / * Manage overall operations for P&C personal lines and billing including personnel management, performance management and documentation of client contracts. Managed overall accuracy over % for years in a row for separate processes Maintained best retention rate versus company average for all lines of business managed involving employees Resolved issues and escalations within onshore and offshore teams using conflict resolution skills to ensure productivity goals were met Provided customized business solutions for the resolution of multiple business issues Ensured highquality customer experience, while adhering to the SLAs and work processes and managed costeffective operations Developed and maintained Statements of work, Standard Operating Procedures for the process, MIS, Process Management Document, Service Level Dash Boards to identify trends and process improvements Assistant Manager Business Analyst / / * Manage various projects for compliance and process improvements Managed mortgage processing improving accuracy results from % to % Documented client contractual obligations for all insurance processes in EXL Guided operations for first SAS type II certification in EXL Transitioned and managed first domestic project in EXL Customer Care Executive / / * Provided resolution for hardware issues managing over inbound calls/day in a / environment with over % CSAT results. Responsible to obtain tax lien information on mortgaged properties from various counties. Delhi Call Center, New Delhi NCR, India Sales Manager / / * Primary responsibilities included process performance review with clients, identification of process development strategies, prepare weekly business plan and design the incentive structure for team members. Delhi Call Center, New Delhi NCR, India Team Leader / / * Managed teams of associates voice processsales while handling escalations and overall floor management. Responsible for creating and presenting daily & monthly process performance reports and Agent performance Reports. EDUCATION B. Com. Hons, Accountancy/Mathematics, Delhi University, India Project Management Professional, PMI Fundamentals of P&C Insurance, AICPCU Basic Six Sigma Certification, EXL Service Certificate in Computing, IGNOU, India

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