Customer Service Sales

Priya Pillai, FLMI

*** ****** *****, ***** ****, Texas 78681 USA

Tel: 512-***-****

Email: **************@*******.***

CAREER OBJECTIVE:

To work in a reputed organization, utilizing my skills and experience to benefit the organization, and my career.

SUMMARY:

6 years of Operations and Process Analysis experience with in-depth knowledge of Insurance business functions in the Services Industries especially Insurance Domain.

KEY SKILLS:

Analyze, catalog, and suggest improvements to the key processes of the business unit, as needed, to support strategic and operational goals.

Thorough understanding of the Product/System Development Life Cycle including but not limited to the various concepts such as Requirement Gathering.

Proficient in all phases of Requirement Management, including gathering, analyzing, detailing and tracking requirements.

Experienced in documenting requirements and building business Process Flow Charts.

Skilled at reviewing and assisting the overall testing process by activities such as Change and Defect Management and conducting User Acceptance Testing.

Excellent communication skills and adept at facilitating walkthrough and training sessions.

Auditing of Customer Service standards, processes, documentations to ensure compliance to set SLA’s and SOP’s.

Technical skills: Word,Excel,Access, SQL

PROFESSIONAL EXPERIENCE:

TATA-AIG GENERAL INSURANCE COMPANY LTD. ( 2001 – 2005 )

Assistant Manager (Operations)

Responsibilities:

Process Analysis:

Assist management in the identification, prioritization, and execution of high impact improvement plans for effective and sustainable cost savings.

Evaluate and implement new methods and techniques for operational improvement.

Leading projects that will enable the Operations team to continually improve processes by identifying, sharing, implementing the best practices within and across units.

Gather data from subject matter experts and stakeholders and document existing processes.

Clarified and prioritized requirements by conducting brainstorming sessions with the stakeholders

Responsible for documenting and standardizing, the business processes that were used in our Contact Center.

Process Improvement projects:

Prepared the requirements document with cost benefit analysis for the Quality and Training module. Held discussions with the training team and the vendors.

Submitted requirements for enhancements in the claim registration systems.

Prepared Requirements for the claims and policy enquiry interface.

Responsible for the initiation and ongoing management/maintenance of a Query resolution unit.

Introduced changes / enhancements to the claims system in order to facilitate faster claim registration.

Suggested enhancements to the claims system for granting access to claims information in order to ensure on call query resolution.

Requirements for enhancements in the call recording system (CSRMS) with system interfaces to facilitate operations activities like policy endorsements etc.

Prepared Business Process Models, which included modeling of all Operations activities of the business unit from conceptual to procedural level.

Provided training to users, and involved in conducting UAT sessions to gain user confidence and approval.

Worked closely with different departments toward ensuring compliance in rectifying and minimizing customer complaints.

Incorporated Operations processes like issuing beneficiary letters into the call center in order to reduce TAT’s and related complaints.

Quality Analysis and Training:

Perform call quality auditing and monitoring, score and track individual performance levels and measure performance against current expectations.

Deliver qualified feedback to management for system improvements, training and performance counseling.

Prepare product training materials for new products launched.

Team management and Analyzing

Ensure Customer relations service levels were within the set goals.

Monitoring and analyzing telephone statistics and forecasts.

Re-enforcing call protocols, policies, procedures, and training programs.

Develop and manage reports that impact the customer's experience (complaints management reports, call abandoned reports).

Analyze Contact Center trends, including call volume, call patterns, staff productivity, attrition rates and resource allocation.

Prepare and review analysis of all Customer Service sales/retention activity.

Analyzing the call center reports, suggesting and implementing actions for improved business results.

Documentation:

Documented process changes by drafting process manuals.

Created training materials for new product launches.

Documented system usage and changes by formulating system manuals.

DATAMATICS DIRECT MARKETING LTD. (2000 - 2001)

Marketing Executive

Responsibilities:

Market and service products of different financial institutions like Citibank & HSBC.

Research various marketing and sales channels in order to attain monthly sales target for the team.

Give sales presentations to various organizations and groups for sales fulfillment.

ACADEMIC QUALIFICATION

Bachelor of Science (Chemistry Major)

Mumbai University

India

PROFESSIONAL CERTIFICATIONS

LOMA - FLMI (Fellow, Life Management Institute)

QAI GLOBAL – CBQA (Certified BPO Quality Analyst)

Business Process Analysis course – University of Texas

PROFESSIONAL RECOGNITION

Tata AIG general Insurance Company Ltd.- Received Excellence awards 4 consecutive years for Process improvement initiatives.

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