Geetika .
Associate service consultant
Delhi
2+ years of work experience
Feb 20251 yr 5 mosPresent
India
Managed 50–60+ daily customer interactions via calls, email, and chat, resolving queries
on policies, claims, and renewals while maintaining 95%+ CSAT. Educated customers on
coverage, exclusions, waiting periods, and claim procedures to reduce repeat queries.
Assisted with claim intimation and documentation, ensuring TAT compliance as per IRDAI
guidelines.
Coordinated with customers, hospitals, and TPA teams for cashless and reimbursement
claims, tracking cases in CRM and providing proactive updates to reduce escalations.
Verified KYC and policy documents to prevent fraud and claim rejections.
Explained plan benefits, premiums, co-pay, and network hospitals to help customers
choose suitable policies. Managed renewals and endorsements, achieving high retention,
and resolved issues related to issuance, payments, and claim delays with first-contact resolution
focus.
Key skills: health insurance knowledge (sum insured, PED, OPD, NCB), CRM tools
(Salesforce, Zoho, Freshdesk), compliance, data privacy, empathy, and communication.
Aug 20246 mosJan 2025
India
Assisted AT&T employees in the health and welfare domain through a
chat process, providing timely and accurate responses to inquiries.
Handled tickets related to health benefits, wellness programs, and
employee services, ensuring efficient issue resolution and maintaining
high customer satisfaction.
Jun 20234 mosSep 2023
Education
Bachelor of Business Administration - BBA
Guru Gobind Singh Indraprastha University
Bachelor of Business Administration - BBA, Business, Management, Marketing, and Related Support Services
Guru Gobind Singh Indraprastha University
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