Prashant Menon Orikalapat
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Randstad (Alight Solutions)
08.2023 - 02.2024
- Educate Clients and assist them in understanding their health care, Pension plans and Retiree Benefits
- Assist with a wide range of key areas including cost Estimates, Bill reviews and Medical coverage details
- Educate Clients about deductibles, Co-Insurance and Co pay
- Processing Annual Enrollment of benefits for newly hired as well as active employees and retirees
- Educate Clients about Cobra and Medicare eligibility.
Customer Interaction center Representative
Al Tayer Motors
05.2021 - 05.2023
- Schedule after sale service appointments for all the franchises dealt by the company and brands are Ford/Jaguar/Land Rover/Ferrari/Maserati all over UAE
- Set up service appointments /maintenance appointments for fleet vehicles through phone, mails, arranging replacement vehicles and pickup facility for the clients
- Register Inbound complaints from the customer and escalate them appropriately for its resolution
- Technical resolution and troubleshooting regarding mobile application
- Selling service contract warranty for all ford, Jaguar vehicles.
Process Analyst
IRIS Health Services LLC
12.2017 - 02.2021
- Joined as Call Centre Agent and promoted as Shift Supervisor within 1 year
- Managing and leading the Process Analyst team in all aspects for achieving the desired goals
- Performing Quality Analysis auditing for the Call center
- Train new staff on soft-skills, call handling and processing
- Building and maintaining a strong, long-lasting relationship with the clients, brokers, insurance companies and providers
- Responsible for process management, team management, quality checks and introducing new ideas to achieve results
- Acting as a point of contact for any concerns or queries raised by the clients, insurance brokers & insurance companies
- Handling reimbursement claims by closely working with the claims department and processing the payment
- Coordinating with the providers and medical department for surgery and medicine approvals
- Available both on call & WhatsApp even after office hours and on weekends, for better managing the clients and brokers.
Senior Associate
Sutherland Global Services (Du Telecom)
10.2015 - 08.2017
- Place phone calls to potential customers to educate them on services and products offered by the company
- Handling both billing and product related concerns
- Handling customer inquiries about the offers and the plan
- Achieving the CSAT and AHT targets for team and floor
- Directing customers to right departments depending on service availability
- Achieving customer satisfaction.
Junior Associate
XM Software Solutions Pvt(UAE Exchange). Ltd.
06.2013 - 08.2015
- Business Development
- Timely update of required documents
- Activation of customer accounts
- AML compliance and verification.
Education
B.E. Electrical & Electronics Engineering - Electrical Engineering
Anna University
India01.2012
Skills
- Business Development
- Documentation And Reporting
- Computer Skills
- Professional telephone demeanor
- 40 wpm Typing Speed
- Technical Support
- Customer Relationship Management (Genesys)
- Complaint resolution
- Salesforce CRM
- Sales and Upselling
- Call Center Operations
- Microsoft Office
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Malayalam
Native or Bilingual
Tamil
Full Professional
Personal Information
Available: Full Time
Disclaimer
Hereby, I assure that all the above-mentioned information's are true to my knowledge, and when given an opportunity, I will render my best co-operation for attaining the goal of the organization by working as a team.
Timeline
Call Center Representative
Randstad (Alight Solutions)
08.2023 - 02.2024
Customer Interaction center Representative
Al Tayer Motors
05.2021 - 05.2023
Process Analyst
IRIS Health Services LLC
12.2017 - 02.2021
Senior Associate
Sutherland Global Services (Du Telecom)
10.2015 - 08.2017
Junior Associate
XM Software Solutions Pvt(UAE Exchange). Ltd.
06.2013 - 08.2015
B.E. Electrical & Electronics Engineering - Electrical Engineering
Anna University
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