Paromita Bhattacharya
pemulwuy
Summary
Motivated, professional Customer service representative offering: 18 years of experience providing customer support in busy call center, collections agency, and claim handling Environments for public utility banking, Travel sector, Medical sector, Life and General insurance, and telecommunication fields with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Expert knowledge about troubleshooting and system administration for any Tele network-related issues. Core Strengths Trusted key holder Creative problem solver Exceptional communication skills Quick learner Strong client relations Training development aptitude Accomplishments. Winner of Employee of the year twice.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Claims Officer
Global Transport Insurance
01.2022 - Current
- Managing claims both via calls and email
- Handling customer's and brokers' query
- Processing End to end claim
- Managing 250 portfolios at a time
- Working hand in hand with the assessor and underwriter and brokers to process claims
- Worked using 10 different systems
- Worked efficiently as a Team player
- Investigated the claim when required.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Assisting with training new Team mates
Customer Service Associate
QBE
02.2020 - 01.2022
- An experienced customer service professional, Taking calls across different personal line's queues.
- Provide an elaborate explanation of contract features
- Assist members and customers in selecting suitable insurance coverage
- Complete administrative tasks including maintaining records
- In-depth knowledge of the different types of insurance plans
- Handling policy inquiries both via Phone calls and emails
- Complaints resolving and raising.
Customer Service Associate
AMP Capital
07.2017 - 02.2020
- Actioned average of 70-80 calls per day by addressing customer inquiries
- Creating quotes for insurance
- Organizing claims
- Providing correct legislation information
- Explaining different types to investment within super and how it works
- Comparing market value
- Answered product questions with up-to-date knowledge
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner
- Asked open-ended questions to assess customer needs
- Ensured superior customer experience by addressing customer concerns
- Managed wide variety of customer service and administrative tasks to resolve customers issues quickly and efficiently
- Investigating complaints regarding any legislative issues
- Investigating complaints regarding disputes
- Reaching out to different sources to resolve t matter
- Updating member on timely manner
- Resolving and closing dispute
- Sending feedback via mail and phone call.
Portfolio Manager
BAYCORP AUSTRALIA
01.2017 - 06.2017
- Analyze acquisitions to ensure conformance with strategic goals or regulatory requirements
- Handling high call volume both incoming and outgoing
- Skip tracking customers using different kind of database
- Negotiating with customers to ensure Repayments
- Verify regulatory compliance of transaction reporting
- Managing secured and unsecured debts of customers.
Customer Relationship Manager
CREDIT CORP SERVICES SYDNEY
06.2015 - 12.2016
- Handling both incoming and outgoing calls
- Thoroughly Checking every Individual case and collecting the Debt according to their financial condition
- Regularly follow up on each client
- Skip tracing
- Established performance targets for staff members and tracked the results
- Handled and resolved escalated customer complaints
- Implemented employee guidelines to create a safe work environment for everyone on the team.
Dispute Resolution Officer
GE Money
11.2013 - 05.2015
- Handling complaint from customers
- Researching the whole issue
- Investigating the matter
- Giving feedback on time to time about the process
- Resolving and closing the complaint with an outcome.
Customer Service Representative
Customer Service June BOC- BRITISH OXYGEN COMPANY
01.2013 - 10.2013
- Handled medical gases enquiry
- Which helped me learn more about medical gas and requirement of different type gas for different use
- Got trained on SAP
- Sap being one of the most commonly used CRM helped me clear many barrier
Travel Representative
ECO TRAVELL
01.2010 - 08.2012
- Issuing ticket
- Handling both Admin and customer service enquiry
- Processing ticket
- Gained so much knowledge about tourism and how the industry works.
Customer Service Executive
AMERICAN EXPRESS
02.2007 - 05.2008
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Handled incoming calls from policyholders
- Responding to inquiries, provided quotes and executed online policy changes for auto, home and excess liability
- Used consultative selling techniques to provide leads for tele sales
- Personally
- Implemented marketing strategies which resulted in 50%growth of customer base
- Answered product questions with up-to-date knowledge of sales and store promotions
- Developed reputation as an efficient service provider with high levels of accuracy.
Customer Service Rep
Telecom New Zealand
03.2003 - 07.2007
- Telecom Nz Auckland
- Handling technical issues over the phone for business and home customers
- Stocked and rotated inventory regularly
- Played a team role whenever supervisor was away
- Handle extreme high demand of call unto 100 calls per day
- Communicated with vendors regarding back-order availability, future inventory and special orders
- Watched for, recognized, and prevented security risks.
Best Western Barry Court
AUCKLAND
02.2002 - 02.2003
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity
- Effectively communicated with other employees and upper management to ensure complete care of customers.
Education
Associate of Arts - beauty therapeutical
BBA - MANUKAU INSTITUTE NEW ZEALAND: BUSINESS
MANUKAU INSTITUTE NEW ZEALAND
Skills
- SALE FORCE trained
- IBM System trained
- SAP trained
- Customer acquisition
- Detail oriented
- Excellent communication abilities
- Goal oriented
- Flexible approach to working hours
Certification
- RG- 146, KAPLAN, Sydney, NSW, 05/2019
- Green Belt Lean six sigma, ONLINE KAPLAN, Sydney, NSW
Languages
English
Hindi
Bengali
Persian
German
Urdu
Tamil
Hobbies and Interests
- Squash
- Dance
- Cooking
- Painting
Community Service
- Organize sports for Indian community
- Distribute free food every alternate Saturday at Martin place Sydney to homeless
- Organize fair during mega events
Timeline
Claims Officer
Global Transport Insurance
01.2022 - Current
Customer Service Associate
QBE
02.2020 - 01.2022
Customer Service Associate
AMP Capital
07.2017 - 02.2020
Portfolio Manager
BAYCORP AUSTRALIA
01.2017 - 06.2017
Customer Relationship Manager
CREDIT CORP SERVICES SYDNEY
06.2015 - 12.2016
Dispute Resolution Officer
GE Money
11.2013 - 05.2015
Customer Service Representative
Customer Service June BOC- BRITISH OXYGEN COMPANY
01.2013 - 10.2013
Travel Representative
ECO TRAVELL
01.2010 - 08.2012
Customer Service Executive
AMERICAN EXPRESS
02.2007 - 05.2008
Customer Service Rep
Telecom New Zealand
03.2003 - 07.2007
Best Western Barry Court
AUCKLAND
02.2002 - 02.2003
Associate of Arts - beauty therapeutical
BBA - MANUKAU INSTITUTE NEW ZEALAND: BUSINESS
MANUKAU INSTITUTE NEW ZEALAND
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