Customer Service Quality Assurance and Process Improvement
MetLife Alico
مجموع سنوات الخبرة :15 years, 10 أشهر
• Established a new Customer service Quality Assurance function from the ground up, overseeing three teams (Front desk, Back office and Conservation).
• Developed quality assurance procedures, standards and methods by which quality can be quantitatively measured.
• Monitored staff performance, recorded findings, analysed results, provided coaching, feedback and recommended improvements.
• Provided assistance to team managers in the interviewing, recruitment, and training of new hires.
• Established Customer service manuals, training material and provided soft skills training to new and existing staff, which resulted in an increase in quality and a reduction in hold time.
• Established customer verification procedure which has been adopted across the organization and the region.
This was used for both protection of customer data and updating of customer contact details. It was a catalyst for many customer service initiatives which were being implemented.
• Analyzed complaints, customer survey, customer communication and recommended corrective and preventive actions as well as implantation of root causes fixes.
• Trained and developed new joiners on the required skills and competencies to be able to work on their own or with minimum supervision.
• Monitored quality and provided feedback to new joiners and team leaders as well as suggested ideas for quality and service improvements.
• Built and improved business relationships with brokers and customers through effective communication, handling complaints and Customer retention.
• Prepared Life insurance quotations for existing business.
• Worked on many projects which resulted in improving team efficiency, quality and the service.
• Anticipating needs project: Worked with senior managers to improve service by anticipating client’s needs and implementing going the extra mile in every element of the service we provide from receiving an application to answering a call.
• Activity sampling project: Observation of all the operational teams tasks, procedures and quality. Gather data and suggest improvements in line with procedures, checklists and quality. Identifying training requirements and following up on regular quality checking to ensure targets are achieved. This project is regularly carried out working directly with Customer Services operations manager and feeding back findings and suggestions for improvements to team leaders and managers. Rewards received for cost saving and efficiency.
• Received numerous praise emails and calls regarding outstanding customer service.
• Was a member of staff forum working with higher management to find ways to retain staff by improving work environment, staff morale and in turn improve efficiency.
• Produced business requirement documents and system testing plan in correspondence with the business requirements.
• Executed system testing to ensure the system can perform the required functions efficiently and accurately and reported flaws.
• Prepared operational handbook as well as continuous review of the procedures with the objective of improving efficiency and service.
• Meet all project deadlines efficiently and with high accuracy level.
• Worked closely with compliance manager in creating the anti-money laundering procedures for new business, policy services and claims team in line with the guidelines set by Dubai Financial Services Association (DFSA).
• Created the operational handbook, procedures, checklist, training materials and documentation for the administration team.
• Created systems on access and excel which are intended to facilitate tracking the history of policies and cheques to assist in the daily business functions. The system also assists management by providing all the required reports to make business decisions.
• Preformed research projects in relation to aspects of Islamic insurance, Sharia law, federal and civil law. The research project included a write up on beneficiaries and the concept of trust in Islamic insurance.
• Takaful Insurance: Was part of the project team, establishing of a new company from ground up.
• Processed and issued new business applications
• Coordinated between international offices (Hong Kong, Isle of Man, Dubai and Bangalore).
• Allocated and delegated work to the team to ensure all turnaround times were meet.
• Displayed strong interpersonal and communication skills with a track record of motivating and developing of the team.
• Worked closely with supervisor to find ways to improve quality and efficiency and was reworded with 100% quality on several occasions.
• Encouraged team members to share experiences in a daily huddle by setting a huddle schedule for team members (Encouraging the team to be closer and work more efficiently as a team)
• Preformed 1 to 1 with team members and Conducted half yearly and yearly appraisal
• Set individual and team targets while following up to make sure it is delivered and that individuals and the team are on the right track
• Conducted regular team building activities, knowledge sharing sessions, and personal attention to career objectives, resulting in an increase in morale, retention and improved productivity.
• Handled customer inquiries and complaints with empathy and was able to calm angry callers, repair trust, locate and provide best-option solutions.
• Accurate, organized and professional date entry, filling and record keeping
• Prepared quotations, customer invoices, statements as well as inter station bills. Maintained expense sheets and balance sheets.
• Wrote correspondence (emails and Memos) and translated documents.
• Excellent knowledge of the courier, logistics and freight industry (Dispatch, customs, customer service)
• Developed excellent relationships with customers through individual and telephonic conversation.
Evaluated performance and ensured that customer business needs were being met.
Was able to successfully ensure customer satisfactions and retention are a met.
• Public Relations: met with customers as well as potential customers to ensure satisfaction, retention and improvements are implemented in line with customer feedback.
Reported directly to the general manager and provided high level administrative support to company General Manager and executives. This includes scheduling appointments, preparing correspondence and managing expense reports.
• Created a highly effective filing systems, resulting in easy access to critical information and streamlined office functioning.
• Coordinated special events, exhibitions and was company representatives for these events.
• Acted as liaison and maintained open lines of communication among senior executives, middle management and administrative staff.
• Wrote correspondence; translated, proof read and edited press releases and other documents to ensure accuracy.
• Was able to make decisions using diplomacy and discretion while handling confidential information.
• Prepared quotations, customer invoices and statements. Maintained expense sheets and balance sheets.
• Handled customer inquiries and complaints with empathy and was able to calm angry callers, repair trust, locate and provide best-option solutions.
• Accurate, organized and professional date entry, filling and record keeping
• Prepared quotations, customer invoices, statements as well as inter station bills. Maintained expense sheets and balance sheets.
• Wrote correspondence (emails and Memos) and translated documents.
• Excellent knowledge of the courier, logistics and freight industry (Dispatch, customs, customer service)
• Developed excellent relationships with customers through individual and telephonic conversation.
Evaluated performance and ensured that customer business needs were being met.
Was able to successfully ensure customer satisfactions and retention are a met.
• Public Relations: met with customers as well as potential customers to ensure satisfaction, retention and improvements are implemented in line with customer feedback.
Business Administration
Galilee High School
Camilla Road Senior School
