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Rounak User

@rounakuser1

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Customer support specialist delivering high-FCR, high-CSAT travel insurance claim resolutions.

India

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What I'm looking for

I’m looking for a customer support role in insurance where I can handle travel insurance claims, reimbursements, and policy support. I want a team that values clear communication, cross-functional collaboration, and measurable service quality (FCR/CSAT).

Seasoned Customer Support Professional with extensive experience in travel insurance claims processing and case management. Expert at guiding customers through complex reimbursement procedures and policy inquiries via voice, email, and chat. Excels at cross-functional collaboration to expedite claims and consistently exceeds Quality, CSAT and FCR.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Allianz Partners

Sep 2025 - Present (9 months)

Provided end-to-end customer support for travel insurance claims, reimbursement requests, and policy servicing, handling 60–100+ inbound interactions daily across phone, chat, and email. Maintained 95%+ FCR and 4.90+ CSAT by guiding customers through submission requirements and documenting cases in PeopleSoft while collaborating with cross-functional teams to expedite resolution.

Reimbursement Processing Policy Servicing Customer Support Peoplesoft Case Management Regulatory Compliance HIPAA compliance Cross Functional Collaboration