Saptha Ponnappa

• Handling Inbound and outbound calls, Emails and Chat Support for all Aster Clinics Located in UAE.
• Validate the insurance coverage as per the respective clinic requested by the patients.
• Handling irate or distressed patients in a calm and professional manner.
• Handling complaints, rescheduling appointments.
• Ability to explain medical procedures or policies in simple terms to patients

• Managing the visit details of the patients and follow up with clients regarding patients test reports and status of insurance approval.

• Dealt promptly with customer requests, reduced complaint escalation rates.

• Coordinating with the fleet management team and customer service team regarding the day to day operations and fleet activates.
• Assigning the customer requests for car replacement , cleaning , refueling , immediate road assistance and accidents as per the available fleet team for respective Emirates.
• Handling the car delivery task as per the customer requested car specifications , time and location.
• Respond to customer disputes regarding the Trip usage, trip renewal, Kilometers usages, Fines and Penalties as per the company policies.
• Ensure to monitor rental and non-rental charges including, traffic fines, penalties, damages, excess mileage charges etc.
• Responsible to assign the force collection or recovery of cars when missed on the daily payment rentals by assigning the available fleet team and to make sure all these cars are available to be rented on the field on daily basis.
• Reviewed project materials and provided suggestions for improvement.

• Handling Inbound and outbound calls, Emails and Chat Support for all Aster Clinics Located in UAE.
• Validate the insurance coverage as per the respective clinic requested by the patients.
• Handling irate or distressed patients in a calm and professional manner.
• Handling complaints, rescheduling appointments.
• Ability to explain medical procedures or policies in simple terms to patients

• Managing the visit details of the patients and follow up with clients regarding patients test reports and status of insurance approval.

• Providing effective and timely solutions via chats and emails regarding Customer registration, credential change, Website navigation, Aircraft Manual order placement, quote preparation and manual shipment for Pratt and Whitney Canada.
• Handling customer escalations by following the deep dive analysis and providing the escalation presentation reports.
• Training onsite agents, from Montreal, Canada and providing them feedback on their process and customer service efficiency.
• Handling the Customer Service Improvement project D-sat and Root cause Analysis.
• Primary SPOC for document validation on a purchase of new aircraft registration.
• Handled the highest revenue generating task of aircraft manual renewal and also make sure that the monthly revenue target is met. Also providing the target reports to the clients weekly.
• Primary SPOC for the export control customer and company screening before the manuals are purchased.
• Participating in all the client calls with the stakeholders to ensure client satisfaction.
• Provide on-floor process assistance on calls and emails for joiners and Conduct process mock call sessions for the new joiners.
• Convey the new process-related updates to the team.
• Ensure work is equally distributed among the team and the set targets are met within deadlines.