Sr. Operations Associate
WNS
Total years of experience :20 years, 7 Months
Account: GIO/ Resilium (Australian Commercial and Personal Insurance Company)
November 2012 - February 2014 (Quality Process)
• Identify adherence to No advice and General advice rule when providing information to prospects, new or existing customers and insurance brokers
• Verify consultants are providing sufficient and accurate details of coverage as per PDS when clients are considering the acquisition of an insurance policy
• Identify legislative and/ or corporate breaches (Disclaimers, Duty of Disclosure, Occupation rating, basic underwriting guidelines, excesses and marketing offers)
• Responds to rating disputes submitted by onshore consultants and Development/ Compliance Officers
• Measure overall agent manner and customer relations
• External and internal calibration sessions
• Participates in the development of the quality operational definition for continuous improvement in business processes
November 2012 - February 2014 (Outbound Sales & Services)
• Worked as part of the offshore sales and services team to protect small to medium business owners regarding their policies in liaison with Business Insurance Team to ascertain best solutions
• Performed outbound calls to existing clients to confirm policy-related information and identify possible occupation risks at renewal
• Call customers to arrange payment for unpaid or schedule catch up payment for dishonoured policies
▪ Meet and exceed call and quality assurance requirements/ benchmarks as expected
Account: Netspend (Prepaid debit cards)
• Provides assistance to customers regarding issues related to ATM and Debit disputes, ATM and Debit card reissues, incoming adjustments and deposit copy requests.
• Researches and resolves complex account and general ledger issues
• Sets customer expectations based on current and past financial (debit & credit) transactions.
• Handles operational queries and develop proposal for clients in response to RFQ’s
• Negotiates delivery schedules to ensure parties involved are ready to ship and receive freight at the appointed date and time
• Observe competitor pricing through customer feedback to identify areas of opportunity
• Liaise with procurement, manufacturers and Logistics Company to ensure shipment of GSA Approved high security containers are on schedule
Account: Optus Small & Medium Business (Australian Wireless Provider)
• Identify, research, and resolve customer’s issue using the assigned knowledge-based system
• Supervise transactions, updates record and provide adjustment errors
• Complete call logs and reports
• Liaise with other departments to ascertain best solutions
Account: Directv (US Broadcast Satellite Service Provider)
• Answers customer account and billing inquiries or requests by phone
• Identify, research, and resolve customer issues using the assigned knowledge-based system
• Identify billing errors and apply corrective credit whenever necessary
• Cross sell other Satellite TV products and services
Account: Sprint/ Nextel (US Wireless Provider)
• Handles inbound billing inquiries and disputes
• Assist customers by walking through basic troubleshooting steps
• Up sell other products and services through recommendation based on common trend and usage
• Oversee aspects of general office functions
• Prepare and modify documents including correspondence, reports, drafts, memos and emails
• Coordinate office services, such as records, budget preparation, personnel and general housekeeping
EDUCATION