Vishal
Benefit Associate
New Delhi
Summary
Experienced and Self driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Benefit Associate
Vensure Empolyer Service
09.2023 - Current
- Coordinated open enrollment events to facilitate smooth transitions between plan years for employees.
- Conducted benefits orientations and trainings for employees to ensure understanding of available options.
- Streamlined benefits enrollment process for increased accuracy and reduced processing time.
- Administered various leave programs including FMLA and short-term disability leaves, ensuring proper documentation and adherence to policies.
- Developed communication materials for employees regarding benefit updates and changes, ensuring clear understanding across the organization.
- Monitored legislative updates related to employee benefits regulations, ensuring company practices remained compliant and uptodate.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Senior Associate Customer Support
I Energizer
12.2021 - 09.2023
- Working in U.S Process handling customer concern over the chats, email and voice calls regarding their One Card transaction related issues
- Provide proper resolution within the limited time frame with proper quality assurance
- Taking care of fraud activity on customers transactions
- Working on escalations, critical issues, urgent support requirements
- Prepare operational report and carry out ad hoc tasks assigned by team leader
- Handling SUP calls as per the Customer requirement
- Responsible for Post selling services like replacements, maintenance, feedback survey, follow-up for performance of One Card.
Experienced Senior Customer Service Associate
Tech Mahindra
10.2019 - 11.2021
- Created a database for all the internal work and Customer MIOS regarding their issues and problems.
- Maintained all the separate files of different issues and resolutions, updated all the information regarding issue raiser and resolution with the time frame and status on a regular basis, Master sheet.
- Trained and handled 4 teams for taking customer inquiries and how to resolve them within a limited time to help their KRA's, and analyzed the training needs.
- Feedback follow-up for satisfaction surveys, month.
- Responsible for handling all the customer inquiries received via Oracle and Outlook, and their resolution, along with satisfaction.
- Responsible for credit and debit note closures as per the query requirements via Citrix.
- Dealing with client escalations and customer escalations.
- Maintaining and publishing associate performance report on a daily basis and sharing feedback regarding areas of improvement.
- Maintain service level agreement on a daily basis.
- Auditing team members call and share feedback over the quality and First Call Resolution (FCR) percentage on a daily basis.
- Guide the customer to avail the offers and different uses of the current offers ongoing, as per the recent scenario.
- Internal and external coordination with all the upper management and team leaders for weekly plans to improve the performance of the team and ensuring customer satisfaction.
Education
PGDM - Marketing & Operations
IMT-CDL
Noida2019
Bachelor Of Arts -
Delhi University
09.2020 -
High School Diploma -
Govt Boys Sr Sec School
Delhi 05.2013 - 05.2016
Skills
Ms office
Oracle Queries
Escalation Handling
Leadership Skill
MS Excel
Order Management
Credit & Claims
Personal Information
- Date of Birth: 04/04/94
- Nationality: India
- Marital Status: Married
Timeline
Benefit Associate
Vensure Empolyer Service
09.2023 - Current
Senior Associate Customer Support
I Energizer
12.2021 - 09.2023
Bachelor Of Arts -
Delhi University
09.2020 -
Experienced Senior Customer Service Associate
Tech Mahindra
10.2019 - 11.2021
High School Diploma -
Govt Boys Sr Sec School
05.2013 - 05.2016
PGDM - Marketing & Operations
IMT-CDL
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