Pushkar Raul

Operations and Customer Service Professional

Pune, India 5+ yrs exp 83 · Excellent

About

Results-driven Operations and Customer Service Professional with over 3 years of experience specializing in Property & Casualty (P&C) insurance operations, team leadership, process optimization, and high-stakes escalation management across the BFSI and tech sectors. Proven track record of managing large-scale teams, driving collections and policy operations efficiency, and resolving complex regulatory complaints. Adept at leveraging data analytics and process improvement methodologies to enhance customer satisfaction, maintain strict compliance, and streamline workflow execution.

Skills & Expertise (8)

Team Management Intermediate

6.6/10

Years Exp

Risk & Compliance Intermediate

6.1/10

Years Exp

Stakeholder Management Intermediate

6.1/10

Years Exp

escalation management Intermediate

6.1/10

Years Exp

Process Improvement Intermediate

6.1/10

Years Exp

Data Analysis & Reporting Intermediate

6.1/10

Years Exp

Advanced Excel Intermediate

6.1/10

Years Exp

Power BI Intermediate

5.5/10

Years Exp

Work Experience

Senior Associate (Customer Service - P&C Insurance)

TCS

Oct 2025 - Feb 2026

Deliver high-quality customer service operations for Property & Casualty (P&C) insurance processes, ensuring swift resolution of policyholder inquiries, claims updates, and account modifications. Monitor and analyze process workflows to identify bottlenecks, contributing to continuous operational efficiency and service delivery optimization. Maintain excellent communication and stakeholder alignment to ensure key performance indicators (KPIs) and service level agreements (SLAs) are consistently achieved. Collaborate with cross-functional teams to resolve escalated issues, ensuring compliance with organizational and client-specific quality standards.

Senior Process Executive

Infosys

Oct 2024 - Feb 2025

Spearheaded collections and financial recovery operations for Capital One (US Process), successfully executing payment negotiations and mitigation strategies. Interacted with international corporate and individual clients via inbound/outbound calls, emails, and chat systems to resolve past-due accounts. Achieved top-tier closure and recovery rates through structured, consistent follow-ups and strong cross-cultural communication. Maintained meticulous records of financial payment structures and customer interaction history in compliance with US financial guidelines.

Customer Care Executive

Wipro

Jul 2022 - Sep 2024

Managed high-volume customer support processes, guiding users through complex transactions, policy details, and technical account queries. Delivered seamless omnichannel support utilizing dual-chat and voice platforms concurrently while maintaining strict quality parameters. Ensured 100% adherence to international risk and compliance standards, maintaining precise documentation for business continuity. Consistently met and exceeded core SLA targets, reducing average handling time (AHT) while improving customer satisfaction scores.

Subject Matter Expert / Customer Care Executive

FPL Technologies

Jul 2022 - Sep 2024

Promoted to an operational leadership role, directly managing a team of 50 employees focused on quality assurance, metrics, and high-level escalation handling. Served as the designated point of contact for RBI Banking Ombudsman (BO) complaints, ensuring thorough investigation and legally compliant, timely resolutions. Streamlined internal escalation matrices and workflow processes, resulting in a measurable reduction in recurring customer complaints and enhanced operational efficiency. Partnered with cross-functional business development teams to provide actionable customer insights and data-driven feedback for product enhancement.