Ruchi Tiwari

Managing customer experience and leading contact centre to enable high standards of delivery excellence & responsible for end to end customer experience • Service delivery: Manage schedule adherence, Capacity Planning, Time on System delivery, KPIs and Business process metrics, continuous improvements, ensure stable operations, consistent delivery on SLAs, Work standards, Strong NPS to enabling • Leading and managing successful transition of various in-house & outsourced processes • Played significant role in establishing market differentiator projects, system developments • Building end-to-end digital customer journey’s & BOT developments Internal • Working on bringing in new age technologies with an intent to give flexibility to customers and improving customer experience • Revamping existing processes to build end-to-end digital customer journey with a focus on automation by leveraging new technologies. • Managing end to end engagement with vendor and stakeholder management • Identifying, creating and implementing continuous improvement plans via data analysis and effective measurements

Responsible for corporate account management, employer employee insurance handling, health insurance services Handling corporate relations, retention & grievance redressal.

Core responsibilities involved identifying & processing new empanelment requests of providers, negotiation on tariffs, support & retain current network of providers. To function as the single point of contact for all on going contractual & service issues as needed by the provider as well as conducting meetings to understand their concerns and providing resolution within the given timeframe. To Prepare & circulate weekly/monthly MIS. Report publication.

Took care of Provider services role wherein was responsible for provider relationship maintenance, resolution of queries/disputes, network creation. Responsible for servicing Max Bupa provider networks, supporting claims & pre-auth processing, complaint /dispute resolution. Provider Empanelment Initiation, Contracts/Amendments/Ratelist management. Weekly//Monthly report publication & presenting facts & checks in meetings.

Review of insurance applications & informing customers of other product line available. To resolve issues in a timely manner by working with the appropriate internal resources.

Participated in various state, national level competitions & recipient of many awards & accolades. Head of the cultural department during college & active member of the college union.