A personable individual with proven time-management skills developed from past employment. Highly articulate individual able to work confidently with diverse cultures and situations in which cultural awareness and appreciation are integral. Strong academic background with above average results. Knowledgeable and keen masters student with solid theoretical industry understanding and a range of practical experience. Seeking an opportunity to start a professional career with the long-term aim of working. Key Skills & Abilities Excellent customer service skills. Accomplished in written and oral communication skills including ability to train others. Persistent, patient and perceptive to customer's needs and apprehensions. Demonstrated abilities in providing administrative support to the team leader. Training and mentoring the new joiners in the team. Ability to exercise good judgment and contribute to efficient operations, a customer centric individual with excellent interpersonal and communication skill, both written and verbal. Excellent relationship building skills honed with outstanding reasoning, problem resolving and decision-making skills and an ability to work efficiently in high-pressure environment. Personal attributes Effective Communication Skills: Articulate communicator with appreciation for different communication styles required when working with team members or customers. Honest and Reliable with a can to do approach: Strong morals and ethics ensuring honesty, reliability and ability to responsibly undertake tasks. Flexible: Understanding of the need for flexibility in order to support last-minute demands and changes. Comfortable with changing environments and situations, ensuring ability to remain flexible and adaptable. Time Management: Dedication to effective prioritisation and management of time by allocating tasks and recording activities in diaries and daily to-do lists. Customer Centric: dedicated towards the customer needs and towards providing exceptional customer service.
Excellent problem-solving abilities
Data privacy applications
Data backup and retrieval
Remote access technology
Excellent communication skills
Excellent diagnostic skills
Excellent attention to detail
Honest and Reliable
Senior Claims Analyst, 2010
to 09/2013 Exl Services Pvt Ltd – Noida,
Worked as a Senior Claim Analyst for Direct Line Group.
Dealing with customer claims and also advising them the best policy they can go for.
Worked in multiple departments like Motor Incident Management, Hire car Management and Total Loss.
Used data mining techniques to determine the best policy for the customers.
Worked on high ageing claims and dedicatedly worked on reduction of claim life cycle.
Worked in a Total Loss department as an initiative to improve the Total Loss process.
Process Improvement in Total loss hire wherein hire cost was reduced by 60%.
Reduction in Complaints hire by taking ownership of these claims by minimising leakages.
Worked and dealt with customer complaints to ensure highest customer satisfaction.
Worked on a Black Belt project from September 2012 till February 2013 on cost cutting in Hire Management.
Was responsible to data management, data mining, data analysis and reporting of the results.
Team handling and ensuring that all Service levels are met Reporting of process performance to the client Regular client interaction to bridge any gaps Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance.
Co-ordinate all process improvement initiatives.
Implementing quality improvement measures for continual improvement in the services, ensuring higher customer satisfaction matrices.
Preparing weekly & monthly reports.
Identifying means of improving teams efficiency and communicate the same to the manager concerned.
Proficient at providing value added customer service by resolving their issues, anticipating needs and ensuring their satisfaction with the product and service norms.
Redefined the process map for total loss hired and trained the team on the best practices Prepared training document on system shortcuts and trained my team so that efficiency can be improved.
Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Designed strategic plan for component development practices to support future projects.
Consistently met deadlines and requirements for all production work orders.
Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Aligned office departments and increased inter-department communication and data sharing.
Senior Associate, 12/2010
to 09/2013 Exl Serives Pvt Ltd – Noida,
Achievements and Contributions Customer satisfaction Meeting Deadlines Coordination with the team Time Management
professional Referees Richard Brown Onshore client & Head of Claims for Offshore Email - Richard.firstname.lastname@example.org.
Senior Manager, Sapna Sharma – Noida India
Exl Services limited.
Phone +91 9958080803.
to Current Naj – Burwood
Phone - 0437 221 902.
Master of Science: Information Technology,
Current Charles Sturt University University of Delhi - Sydney,
Post Graduate Diploma: Computer Applications,
Mahan Institute of Technology - Computer Applications affiliated with the ministry of electronics and communications, government of India,
Lean Awareness Training to minimise wastage and enhance productivity.
Six Sigma Training to ensure highest level of quality.
certification for excellent work done on the project for minimising cost.
C, call centre, client, client interaction, Customer satisfaction, customer service, Customer Care, data management, electronics, Email, government, Insurance, Process Improvement, Punjabi, quality improvement, reporting, Phone, Time Management