Associate Central Sales Operation and Customer Happiness Consultant
DAMAN
Total years of experience :9 years, 4 Months
Responsibilities involved as below:
Enrollment & Renewals:
General Description:
Execute Sales Operations activities, ensuring compliance with quality standards and guidelines with high dedication, flexibility and commitment to meet and exceed targets defined
Main responsibilities include:
• Execute enrolment, renewal and endorsement tasks received from customers
• Support in analyzing clarification reports
• Verify members eligibility and document completion, issue policies and complete system requirements to create members
• Apply policy premiums and related members plans/ packages, ensure invoice amounts are matching quoted premiums and export policy/ member detail
• Review and correct member’s data and prepare packages including cards, certificates
• Prepare Discrepancy report if any and communicate clarifications to the respective entity
• Ensure Correct entry of data /information through various stages of the workflow and work on accomplishing pre-defined productivity targets
• Prioritize applications based on the Turn Around Time (TAT) to avoid delays
• Regularly report operational challenges, update and as necessary involve superiors for effective and timely resolution
• Ensure quality and compliance while following the policies and procedures
• Discuss work performance with team leader and have a clear action plan for continuous improvement and proper career plan
• Attend continuous training programs related to products, systems, policies and procedures etc.
Endorsement related tasks:
➢ Data processing of new born, small group, large group, individual enhanced & basic applications.
➢ Verifying eligibility of new born for zero premiums, reviewing policy to determine coverage for small group if plans not available forwarding applications to underwriting for approval to include new plans in the policy.
➢ Providing brokers with tracking number through automatic email system work flow monitor so that applications can be tracked through Daman website as well to check the status of applications.
➢ Receiving phone calls & emails from brokers for any kind of clarifications regarding the applications of clients.
Working on CSO Admin related tasks:
➢ Internal correction within the departments for age discrepancy, premium discrepancies
➢ Issuance of certificates as per HR request for staff
➢ Bill summaries for finance department
➢ Member lists advanced uses of excel sheet (Macros, V-Look up, etc.)
➢ Policy level correction : Annual methods of payment to quarterly & semi-annual &Bill matching
➢ Mednext Issue maintenance based on customer complains
My responsibilities include:
➢ Receiving scanned applications through emails from respective brokers dealing with Daman
➢ Verifying applications as per enhanced plans & basic plan requirements
➢ Providing brokers with tracking number through automatic email system work flow monitor so that applications can be tracked through Daman website as well to check the status of applications.
➢ Receiving phone calls & emails from brokers for any kind of clarifications regarding the applications of clients.
➢ Calculations of HAAD fines, Continuity certificates, urgent certificates, travel & health certificates. Sending individual application forms to underwriting through work flow monitor to provide a quote & receiving approved quotes from clients through brokers to proceed with the processing of the applications.
➢ Data processing of new born, small group, large group, individual enhanced & basic applications.
➢ Verifying eligibility of new born for zero premiums, reviewing policy to determine coverage for small group if plans not available forwarding applications to underwriting for approval to include new plans in the policy
Delivering excellent customer service and developing best selling techniques and effective communication skills.
o Attracting potential customers by answering product / service queries, and suggesting information about other products & services.
o Extending assistance to valued, VIP clients with high level of confidence and professionalism.
o Maintaining customer records by updating accounts information.
o Handling current and existing contracts
o Resolving product and service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution .
o Providing outstanding customers service and responsive to customers’ needs
o Handling general and specific inquiries of the customers.
o Maintaining high level of product knowledge.
As a shift in charge :
o Monitoring Trucking services on a daily basis.
o Generating Finance Reports.
o Preparing the Document Collection Counting Sheet for the all contracts on a daily basis.
o Ensuring neatness and cleanliness of the shop.
o Responsible for all transactions in the shop which need approval.
o Checking and ensuring all equipments are functioning.
o Preparing inventory at the end of the month.
o Receiving deliveries of newly purchased stock.
o Log-in the incoming and outgoing stocks in the inventory ledger.
o Ensuring the availability of the products especially the fast moving.
o Briefing the staff and training new staff.
o Preparing the attendance timesheet for the staff.
o Updating all the files and keeps track for future reference.
o Reporting to immediate superior (Assistant Manager / Manager) any work related feedback received from customers.
o Performing other work related activities as required by immediate superior.
o Managing and coordinating training courses.
o Dealing and solving students’ problems & concerns in the courses.
o Preparing letters and sending emails to students and instructors.
o Planning and managing the course schedule to ensure that all timings are met
o Providing advice and assistance.
o Supervising the classrooms for a well-mannered atmosphere.
o Updating the database.
o Printing and preparing the certificates.