• Building a high-performance team resulting in a world-class customer experience by providing vision & direction to achieve individual and team performance goals • Analysing the drawbacks of the members, conducting RCA and providing constructive feedback with SMART targets to improve performance • Supervising insurance process operations including client management, delivery management, query resolution and business reporting, claims processing – from claim initiation to claim closure, policy processing – from binder to policy cancellation and expiry, quotes – home, personal and commercial auto, personal and commercial property quotes, all other commercial line quotes like General Liability, Commercial Package, inland marine, and certificates of insurance. • Managing teams through attrition control, career development and various retention techniques; following HR best practices, which helps in keeping attrition under control • Coordinating with all functions including training to help improve the performance of the team members by identifying training needs and continuously monitoring the progress • Implementing clear work processes to enable and drive performance; identifying and championing systematic process improvement opportunities • Creating KPI/SLA dashboards using Excel and generating reports to facilitate decision-making transparency; identifying and implementing project tracking measures & reporting enhancements to improve productivity Accomplishments • Provided quality services to clients • Measured customer satisfaction using decimal rating methods and recommended initiatives like regular feedback mail and monthly feedback call towards enhancing efficiency • Executed various process improvement projects to increase productivity of agents and contract for the clients • Ensured customer happiness to bring in customer delight resulting in business expansion • Evolved efficient plans to create domain expertise for resource utilization• Building a high-performance team resulting in a world-class customer experience by providing vision & direction to achieve individual and team performance goals • Analysing the drawbacks of the members, conducting RCA and providing constructive feedback with SMART targets to improve performance • Supervising insurance process operations including client management, delivery management, query resolution and business reporting, claims processing – from claim initiation to claim closure, policy processing – from binder to policy cancellation and expiry, quotes – home, personal and commercial auto, personal and commercial property quotes, all other commercial line quotes like General Liability, Commercial Package, inland marine, and certificates of insurance. • Managing teams through attrition control, career development and various retention techniques; following HR best practices, which helps in keeping attrition under control • Coordinating with all functions including training to help improve the performance of the team members by identifying training needs and continuously monitoring the progress • Implementing clear work processes to enable and drive performance; identifying and championing systematic process improvement opportunities • Creating KPI/SLA dashboards using Excel and generating reports to facilitate decision-making transparency; identifying and implementing project tracking measures & reporting enhancements to improve productivity Accomplishments • Provided quality services to clients • Measured customer satisfaction using decimal rating methods and recommended initiatives like regular feedback mail and monthly feedback call towards enhancing efficiency • Executed various process improvement projects to increase productivity of agents and contract for the clients • Ensured customer happiness to bring in customer delight resulting in business expansion • Evolved efficient plans to create domain expertise for resource utilization

Skills: Customer Satisfaction · Critical Thinking · Communication · Customer Relationship Management (CRM) · Data Analysis · Requirements Analysis · Analytical Skills · Account Management · Business Analysis