PSPooja Satapathy
@poojasatapathy
Customer service representative dedicated to enhancing client satisfaction.
United KingdomWhat I'm looking for
I am a dedicated customer service representative with extensive experience in managing customer interactions across various sectors. Currently, I work at Teleperformance UK, where I ensure compliance with government guidelines while assisting customers with their inquiries related to universal tax credits and pension benefits. My role involves providing accurate advice, maintaining data integrity, and striving for continuous quality improvement. I take pride in my ability to resolve complex queries efficiently, leveraging strong problem-solving skills and a commitment to high service standards.
Previously, I served as a Senior Process Associate at TCS India, where I collaborated with insurance companies to resolve claims issues, ensuring accuracy and compliance throughout the process. My experience spans various roles, including customer service advisor and operation analyst, where I honed my skills in communication, attention to detail, and process optimization. I am passionate about delivering exceptional service and continuously seek opportunities to enhance my knowledge and skills in the customer service domain.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Teleperformance UK
Jan 2023 - Present (2 years 6 months)
Acted as a representative for the Department of Work & Pension (DWP), handling customer interactions related to universal tax credit, child benefits, and pension benefits while ensuring compliance. Provided detailed and accurate advice on managing online accounts, updated customer records with high accuracy, and monitored performance against KPIs. Leveraged problem-solving and communication skills
Customer Service Advisor
Concentrix UK
Oct 2022 - Dec 2022 (2 months)
Managed inbound customer calls efficiently, adhering to service-level agreements and quality standards for banking-related inquiries. Identified customer needs, provided tailored advice, and maintained up-to-date knowledge of company policies and banking products. Diligently recorded customer interactions in the database system and reviewed performance against quality metrics.
Senior Process Associate
TCS India
Mar 2021 - Dec 2021 (9 months)
Collaborated with insurance companies to resolve issues related to unpaid or rejected claims, utilizing Meditech software to track electronic and paper claims. Performed detailed claim scrubbing, monitored for potential rejections, and ensured the accuracy of insurance payments against contract discounts. Researched denied claims, prepared appeals, posted payments, and processed Explanation of Ben
Operation Analyst
R1 RCM Pvt Ltd.
Nov 2018 - Mar 2020 (1 year 4 months)
Utilized Citrix Workspace software to prepare and transmit claims, conducting detailed follow-ups on unpaid claims within the standard billing cycle. Communicated with insurance companies to resolve payment discrepancies and ensured accurate identification and billing of secondary/tertiary insurances. Investigated and appealed denied claims, posted payments and processed Explanation of Benefits (E
Customer Care Executive
Teleperformance
Jun 2016 - Nov 2018 (2 years 5 months)
Responded to customer inquiries related to Uber services and procedures, optimizing call flow and maintaining accurate customer records. Addressed inquiries professionally, meeting key performance indicators (KPIs) for call volume, wrap time, and talk time while focusing on productivity. Participated in advanced training, motivated team members, managed high-pressure situations, and assisted in th
Education
Degrees, certifications, and relevant coursework
Echelon Institute of Technology
Bachelor Of Technology, Electronics and Telecommunication
2011 - 2015
Studied the Bachelor of Technology program focusing on Electronics and Telecommunication. Gained knowledge in core concepts and principles within the field.
Kendriya Vidyalaya No. 5 Bhatinda
Secondary Education, Secondary Education
2010 - 2011
Completed secondary education during this period. Focused on core subjects as part of the curriculum.
Kendriya Vidyalaya No. 1 Jodhpur
Tenth Grade, Tenth Grade
2009 - 2010
Completed tenth grade studies. Focused on foundational subjects as part of the curriculum.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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