Profile

A result oriented professional with over 10 years of experience in administration and management currently seeking a position where in my ability to prioritize, organize, and effectively communicate will be valuable in providing outstanding support to the company’s management and customers.

Core Skills

Administration

Customer Service

Data Management

Leadership and Team Building

QuickBooks, MS Office, Outlook, Google docs

Professional Experience

Office Manager

Guru Service Group, Surrey, Canada 2018-Till Date

Leading Plumbing & H-VAC contractors in Lower Mainland formerly known as Guru Contracting Ltd.

Areas of Work:

Professionally answer customer calls (including Strata / Property Management companies) & book appointments according to the customer & technician availability ensuring on-time technician dispatch providing complete work details so that the technician can carry required tools/ parts.

Efficiently manage all office paperwork ensuring every document is processed, entered in the system & filed properly for future reference.

Validate invoices prepared by technicians on online portal & make changes/ corrections wherever necessary. Create invoices if missing in the online portal or if hardcopy is submitted by the technician due to any reason.

Ensure month end data validation for all appointments booked, income & expenses done by entire team to assist the Director in keeping a track of business’s growth.

Assisting company accountant in booking activities such as recording income, expenses, sale, purchase transactions in Quickbooks & monthly credit card as well as bank account reconciliations.

Interview, train & cross-check work of new hires to ensure business is running smooth.

Handle additional activities such as collections, business license renewals, social media platforms, all insurances, arranging customer seasonal greetings/ gifts, staff lunches & client meetings, etc.

Deputy Manager

Aviva Life Insurance Co, Ltd., Gurugram, India 2016-2018

A Multi-National Life Insurance company.

Selected Achievements:

Successfully coordinated with various departments and delivered detailed and accurate reports / presentations to internal management as well as regulatory authority (IRDAI) on quarterly basis. Received appreciation from department head for timely delivery of reports.

Identified 4-7 claim cases daily that were received through various channels and contacted customers to initiate the claims process.

Assisted team managers in implementing claims procedures to ensure claims notification and settlement are in compliance with the regulatory norms.

Played a key role in re-designing the formats of various reports and presentations such as re-designed bi-weekly compliance report to avoid any TAT breaches.

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Assisted the management in formulation and implementation of new processes in team such as revising the process of entering and managing client information relevant to the process and discarding the irrelevant information from the database.

Played a key role in monitoring the individual performance of team members for their performance reviews with management.

Assistant Manager

MetLife Insurance Co. Ltd., Noida, India 2014-2016

A Multi-National Life Insurance company.

Selected Achievements

Rated “Good Performer” consecutively for 4 quarters and awarded with various certificates and accolades for performance and effective team management such as:

Certificate for performance in quarter Apr-Jun 2015

Accolade for performance in quarter Jul-Sep 2015

Accolade for performance and team management in quarter Jan-Mar 2016

Prepared several reports and presentations for internal management, clients and regulatory authority (IRDAI).

Handled end to end queries, requests and complaints from insurance agents, channel partners and customers. Addressed escalations for resolving critical issues.

Co-ordinated with various departments to ensure end customer receives complete and accurate response.

Identified areas of improvement such as revising the content of auto acknowledgement e-mail sent to the customers. Conducted discussions / reviews with clients to ensure process is functioning smoothly and areas of concern can be dealt with timely.

Organized team development activities such as process refresher trainings followed by quiz and contests wherein winner of the best process improvement idea wins a prize.

Tracked cases through company database to ensure quality assurance standards were being followed by associates.

Conducted sample check on approximately 1700 cases monthly with agents to ensure compliance with company processes. Also conducted annual performance reviews for 9 associates.

Deputy Manager

Max Life Insurance Co. Ltd., Gurugram, India 2007-2014

A Multi-National Life Insurance company.

Selected Achievements

Joined as an Associate in year 2007 and got promoted twice as:

Assistant Manager in 2010

Deputy Manager in 2013

Rated as an “Excellent” performer in the annual organizational ratings in year 2008.

Processed documentation, ensured advisor licences were up to date and that all information was inputted accurately into company database.

Interviewed, hired candidates and managed a team of 5 associates. Allocated / delegated work to team members to ensure timely completion of work and to give them an opportunity to learn and excel.

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Effectively trained and assessed team members on regular basis to ensure high knowledge and performance levels.

Conducted timely one-on-one and group discussions with team members to discuss areas of concern and appreciate for work done well.

Education

PG Diploma in HR Management, Institute of Management Technology, Ghaziabad, India

Bachelor’s Degree in Commerce, Delhi University, New Delhi, India

2008

2006

Personal Details

Date of Birth

Gender

Marital Status

Dependant Children

Nationality

Place of Permanent Residence

Overall Work Experience

Languages Known

Driver’s License

April 15th, 1986

Female

Married

1 (Girl)

Indian

British Columbia, Canada

Over 10 years in Office Management & Administration

Proficient in English, Hindi & Punjabi

Class 5

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