Abinash Singh

• Provided technical support to customers via phone, email and chat.

• Continuously improved processes related to customer service operations.

• Researched and identified solutions to customer inquiries and handled escalated unresolved issues.

• Performed root cause analysis on complex technical problems reported by customers.

• Documented all customer interactions in the help desk ticketing system.

• Managed escalated ticket workload efficiently to meet departments SLA, CSAT and NPS.

• Maintained up-to-date knowledge of company products and services by attending internal training.

• Addressed customer complaints promptly and professionally.

• Created knowledge base articles for common customer inquiries.

• Maintained positive working relationship with fellow staff and management.

• Coordinated with engineering and application development team to fix product related bugs, including working on JIRA

• Utilized SQL to extract and manipulate data from various sources.

• Additionally, being a part of Workday Training Project Team – A cloud-based ERP. This was to empower users to maximize the software's capabilities, improve operational efficiency, and enhance overall business performance.

• Provided technical support to customers via phone, email and chat.

• Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.

• Documented all customer interactions in the help desk ticketing system.

• Addressed customer queries promptly and professionally.

• Created knowledge base articles for common customer inquiries.

• Maintained positive working relationship with fellow staff and management.

• Utilized SQL to extract and manipulate data from various sources.

• Managed and resolved complex auto insurance claims.

• Investigated and evaluated total loss claims for subrogation purposes.

• Knowledge of subrogation - auto, medical, total loss and arbitration.

• Analyzed claim data and identified trends to improve processing efficiency

• Performed quality checks on processed claims to ensure they met company standards.

• Analyzed data and identified trends to improve quality processes.

• Developed and implemented quality assurance strategies to enhance claims subrogation quality quality.

• Conducted audits, RCA, RCPS and CAPA and inspections to ensure compliance with quality standards.

• Produced monthly reports using advanced Excel spreadsheet functions.

• Analyzing and managing the debt of customers along with a clear understanding of delinquency cycles.

• Distinguish between pre- and post-charged off accounts. Strong attention to details and numerical ability.

• Able to understand customer's financial needs and able to relate it with delinquency cycle to work out appropriate financial plan and arrangement, financial hold and settlement as per FCA (Financial Conduct Authority) guidelines and policies.

• Worked with clients to support understanding of rationale and details of financial strategies.