Nagamani K.
Senior Customer Service Representative
Open to offersNew to PlatformAbout
Nagamani K. is a seasoned Customer Service Professional with over six years of experience in BPO and healthcare support sectors. At King George Hospital’s Aarogya Sri Department, Nagamani manages high-volume health insurance claims processing, ensures rigorous data entry accuracy, and oversees patient documentation in compliance with healthcare policies. Previously at Concentrix Daksh Services Pvt Ltd, Nagamani consistently handled 80–100 customer emails per day, delivering timely resolutions, improving CSAT scores by approximately 30%, reducing AHT by up to 20%, and exceeding 95% SLA compliance. Proficient in CRM tools such as Salesforce and Zendesk, as well as various ticketing systems, Nagamani has a proven history of effective escalation handling and data-driven root cause analysis, focusing on customer retention and operational efficiency within healthcare and BPO environments.
Experience
General Duty Attendant / Claims Support
King George Hospital (Aarogya Sri Department) · 2022 — PresentManaged documentation and coordination of Aarogya Sri health insurance claims. Supported patients with claim-related inquiries, documentation, and resolution of queries. Ensured data accuracy for claim verification and worked with internal departments to enhance claim processing efficiency. Adhered to healthcare policies and maintained professionalism while handling a high volume of patient interactions.Senior Customer Service Representative
Concentrix Daksh Services Pvt Ltd · 2018 — 2022Processed 80–100 customer emails per day, ensuring timely and accurate resolutions. Achieved a CSAT improvement from 3.50 to 4.50+, and reduced average handling time (AHT) by 15–20% through enhanced response processes. Consistently met 95%+ SLA compliance. Effectively managed escalations, ensuring comprehensive resolutions while improving First Contact Resolution (FCR) and minimizing repeat contacts.
Skills & Expertise
Education
- B.Tech – Computer Science EngineeringDr. Lankapalli Bulayya College of Engineering · 2015 — 2018
- Diploma – Computer ScienceGovt Polytechnic for Women, Bheemili · 2012 — 2015
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