Customer Process
Resume:
Asifa Ansari
Current Residence
***, ****** ******, *********, ******
************@*****.***
Objective
Aims to scale heights in Business Management with an organization of high repute.
Extensive and diversified experience in Operation, training & coaching, Transitioning,
Utilities, Insurance and Credit Control.
Current Professional Exposure Professional Exposure
Feb'10 - Sep'12
EXL Service Ltd.
Sr. Knowledge Transfer
Associate
Feb'08 - Feb'10
EXL Service Ltd.
Customer Care
Executive
Education
Master in Business
Administration from
Sikkim Manipal
University
Graduate in Commerce
from Allahabad
University
Hobbies & Interests
Drawing & Sketching
Travelling
Personal Details
Date of Birth 06th
Sept' 1985
Passport and Visa
details
Passport# G1939454
issued in Lucknow
DOI:02 Mar' 2007
Valid till: 01 Mar'
2017
Countries visited: UK
References
Varun Chhabra -
Lead Assistant
Manager, EXL Service
Ltd.
Sr. Knowledge Transfer Associate - Operations
Worked with a UK based leading Insurance Company and
responsible to manage their Operations Support.
Profile Overview
To ensure meeting process Service level agreement by regular
supervision, mentoring, coaching, providing effective feedback,
successfully meeting the client expectations and by the
combination of three fundamental processes: Performance
analysis, Cause analysis and intervention selection.
Key Deliverables
Reconciliation of Cash with Premium
Allocation of cash to respective brokers
Chasing Broker for unpaid premiums
Preparation of broker commission statements
Processing Customer refunds
Transaction Monitoring
Training & Mentoring new hires
Processes Managed
Accident & Health Insurance - UK & Europe
Underwriting Assistance - UK
P&C Bookings - New business & Renewal
Payment processing - Brokers & Cheque Refunds
Process Improvements - Key Initiatives:
Process Improvement project: Accident & Health:
Creation of end to end process flow
Increase FTE in Credit Control Process
Team Member in project for Query Reduction in Policy Booking
Process
Identified the key accounts for debt clearance
Non value add activities removed & working extended till
smallest value items
Worked with the Underwiter process
Highest contributor to AIM initiative within the process
Achievement:
Existing procedures improved to clear inadmissible debt of
$25.5 million
Travelled to UK & successfully transitioned the pilot process
for A&H within the specified timelines
Successful remote transitioning of PSU Bookings & Underwriting
process
Other Initiatives
Reviewing process at transaction level and suggested
improvement Ideas to Clients
Reviewing performance of Team members on monthly basis and
highlighting the area of improvements to them and also asses
the need of trainings they required to improve their
competencies
Customer Care Executive - Utilities
Worked with the leading Utilities company in UK as a Customer
Care Executive for Debt back office processes.
Key Deliverables
Worked with debt collection agencies and assisting in
collecting debt from the customer's.
Investigating debt on behalf of client providing information on
customer's debt and taking appropriate legal actions.
Handling critical customer queries on calls and e mails.
Advise on customer's credit rating. Marking default on credit
rating and deleting or satisfying default when debt cleared.
Sending copy bills to customers.
Making amendments in bills on customer's request
To liase and work with Onshore teams to set up the processes
Work closely with counterparts in the UK to ensure that
department goals / targets are being met. Develop, maintain and
promote clear communication channels.
Undertake delegated project work, updating Management and peers
on progress
Drive forward ideas for improvements to
environment/service/procedures, obtaining feedback and approval
from peers and manager.
Transition Details -
Remote migration as a Customer care Executive in Debt
Migration-First Phase which involved learning the SAP based
debt process, preparing training material, maintaining various
migration trackers for audit etc
2nd Business visit to Glasgow as an Knowledge Transfer
Associate- which involved process mapping, managing the onshore
team of Trainers and Subject Matter Experts, preparing process
work flows, preparing 'India Training Plan
Contact this candidate