Job Search Status
Open to workDesired start date: Immediately
Open To Work
ROUNAK KUMAR
Customer Support | Claims Processing | Customer Experience | Voice, Chat & Email Support
Silchar
Work Preference
Summary
- 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.
Work History
Customer Support Specialist – Travel Insurance Cla
Allianz Partners
09.2025 - Current
- Managed 60–100+ customer interactions daily across voice, chat, and email, assisting with travel insurance claims, reimbursement requests, and policy inquiries.
- Processed and filed travel insurance claims on behalf of CX by reviewing supporting documentation, requesting required records, updating customer information, and ensuring accurate claim submission in accordance with policy requirements.
- Maintained detailed case documentations and customer interaction records in PeopleSoft, ensuring compliance with quality assurance, regulatory, and internal audit standards.
- Consistently achieving high scores 95%+ First Contact Resolution (FCR), maintained CSAT scores above 4.90, and met quality and compliance targets that contributed to monthly performance incentives.
- Collaborated with Internal teams Emergency Assistance, Translation Services, Purchase Team, Claims Team, Supervisor Team, and Mexico Operations Team to resolve complex customer cases and ensure timely claim processing.
Skills
Customer Support Specialist
Customer Experience
Customer Success
Travel Insurance Claims
Online Booking Assistant
Email Support
Voice Support
Chat Support
CRM
FCR
Appointment Setter
SLA Compliance
Documentation Review
Call Centre Rep
Education
Bachelor of Arts - Financial Accounting
Europe Open University
Germany02-2021
Financial Markets -
Yale University
Connecticut, USA09-2025
12th Science
Kendriya Vidyalaya NIT Silchar
Silchar03-2023
10th Boards
Kendriya Vidyalaya NIT Silchar
Silchar03-2021
Certification
Google IT Support Professional Certificate
Timeline
Customer Support Specialist – Travel Insurance Cla
Allianz Partners
09.2025 - Current
Google IT Support Professional Certificate
01-2023
Google Digital Marketing Certification
01-2021
Bachelor of Arts - Financial Accounting
Europe Open University
Financial Markets -
Yale University
12th Science
Kendriya Vidyalaya NIT Silchar
10th Boards
Kendriya Vidyalaya NIT Silchar
Language
English
Advanced (C1)
Overview
1
1
year of professional experience
2
2
Certificates