Customer Service Management

Contact

***-224-***-**** (Mobile)

***********@*****.***

www.linkedin.com/in/sneha-

pradeep-25a61411 (LinkedIn)

Top Skills

Team Management

Vendor Management

Operations Management

Languages

English

Hindi

Malayalam

Certifications

OTL

Situational Leadership

Strategic Applications of IT Project &

Program Management

IT Project Management

Customer Relationship Management

Sneha Pradeep

Business Operations Management, CRM, Project Management, Quality Assurance Analysis, P&C Insurance Underwriting Greater Boston Area

Summary

Business Skills :

Operations Management / WFM/ CRM/ SLA Management

Key Account Management

Strategic / Risk Planning

Quality Assurance

Certified in IT Project Management

Property and Causality Insurance Underwriting

An experienced professional, with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives and profitability norms. A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful high performance teams.

Expertise in mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.

In depth domain knowledge domain of Property and Casualty Insurance Underwriting & Claims Processing

Hands-on experience in handling P&C insurance products of Canada, UK and Ireland

Deftness in setting out quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA. Adept in providing guidance and leadership to large teams in accordance with specified program objectives.

Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.

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Experience

Walgreens

Pharmacy Technician part-time

July 2016 - Present

Natick, Massachusetts

WNS Global Services (Earlier Aviva Global Services) Asst. Manager - Operations

April 2006 - June 2010 (4 years 3 months)

Leading a team of 30+ insurance professionals. Managing People, Process and Performance. Operations Management. Ensuring team targets, SLA and organizational objectives are met consistently. CRM, Vendor Management, New Business Development and Underwriting assistance. Customer/Client interaction and providing resolution on issues/complaints/ dis-sat. Aviva Canada

Quality Assurance Analyst

January 2004 - April 2006 (2 years 4 months)

Quality Assurance coach for a team of 15-20 licensed insurance advisors. Providing coaching, feedback and identifying training requirements based on performance monitoring . Identifying areas of improvement in the process. Instrumental in offshore transition of Aviva Canada Quality Assurance process, Billing and Customer Service processes. Developing QA module and involved in LEAN and Six-Sigma projects. Data analysis and MIS reporting. Team management.

Mphasis

Customer Service Executive

September 2002 - January 2004 (1 year 5 months)

Handling Customer Relations for a major US based financial banking account. GE Capital International Services (GECIS)

Process Associate- Team Member

June 2001 - June 2002 (1 year 1 month)

Handled financial collections account for a major US based credit company. Education

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Avinashilingam Institute for Home Science and Higher Education for Women

Bachelors in Science, Chemistry, Food Service Management & Dietetics (1998 - 2001)

Kendriya Vidyalaya

Std X, XII, Science (1985 - 1997)

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