Pooja Mane
Mumbai
Summary
Results-driven professional with 4+ years of experience across Operations, Customer Experience, and Data Analysis in insurance and service industries. Skilled in CRM tools, process optimization, and handling high-volume client interactions. Proven ability to analyze service data, improve workflows, and enhance operational efficiency. Seeking opportunities in Operations, Analyst, and Business & Customer Support roles.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Representative
Concentrix
Mumbai
07.2025 - Current
- Handled high-volume client operations and resolved complex queries while maintaining service efficiency and accuracy.
- Accurately processed policy updates, and coordinated with insurance carriers to promptly resolve billing issues and meet client needs.
- Calculated adjustments for insurance policies, including premiums and refunds, ensuring accuracy in financial transactions.
- Contributed insights in team meetings, led initiatives to address common client issues, and improved efficiency by helping to implement a new CRM system for faster resolution.
- United HealthCare
Assistant Manager
VU TELEVISIONS
Mumbai
11.2024 - 01.2025
- Led and mentored customer service teams to achieve performance targets, boost productivity, and maintain a collaborative, high-quality service culture.
- Managed daily operations and customer interactions, resolved issues, supported staff, handled cash reconciliations, ensured service and financial standards were met.
- Collaborated with management on hiring, onboarding, strategic planning, and system implementation to enhance efficiency and customer satisfaction.
Senior Analyst
MARSH MCCLENNAN
Mumbai
03.2022 - 11.2024
- Managed multi-channel communications for international clients, maintaining accurate records, resolving inquiries promptly, and fostering strong client relationships.
- Analyzed service and operational data using Excel and CRM tools, collaborating with teams to streamline workflows and improve efficiency and project delivery.
- Conducted subsidiary audits to ensure financial accuracy, compliance, and transparency, protecting shareholders and investors from misrepresentation.
Sr. Customer Service Associate
FIRSTSOURCE SOLUTIONS
Mumbai
10.2020 - 11.2021
- Managed high volumes of customer interactions, meeting service targets while resolving issues efficiently and delivering empathetic technical support.
- Collaborated with sales, marketing, and management teams to streamline communication, resolve complex issues, and improve operational efficiency.
- Drove sales and revenue growth by meeting targets, ensuring regulatory compliance, and resolving customer concerns in line with company policies.
Education
Post Graduation Diploma - Management And Business Administration
Welingkar Institute of Management
01-2024
Bachelor of Commerce - Commerce and Accounting Studies
University of Mumbai
01-2021
Skills
- Operations Management
- Data Analysis
- CRM Tools
- Process Improvement
- Client Relationship Management
- MIS & Reporting
Certification
MS-CIT
Languages
- English, Advanced (C1)
- Hindi, Advanced (C1)
- Marathi, Advanced (C1)
Timeline
Sr. Customer Service Representative
Concentrix
07.2025 - Current
Assistant Manager
VU TELEVISIONS
11.2024 - 01.2025
Senior Analyst
MARSH MCCLENNAN
03.2022 - 11.2024
Sr. Customer Service Associate
FIRSTSOURCE SOLUTIONS
10.2020 - 11.2021
Post Graduation Diploma - Management And Business Administration
Welingkar Institute of Management
Bachelor of Commerce - Commerce and Accounting Studies
University of Mumbai