Bijal Shah

Key Roles and Responsibilities:

• Investigate customer complaints, performing deep dives to identify root cause and meeting our obligations.
• Provide feedback and coaching to frontline staff, improving complaint-handling capabilities and ensuring compliance with internal policies.
• Collaborate with internal teams on remediation projects , contributing to process improvements that reduce customer complaints and enhance service delivery.
• Create and maintain QA reports and dashboards, providing leadership with data on and trends, performance metrics, and areas for operational improvements.
• Assist in procedure updates and knowledge base improvements based on audit findings and business needs, such as ID&V matrix updates and remediation refund process updates .

Develop and review Desktop Procedures (DTPs) for COCE processes to ensure accuracy, clarity, and consistency in operational standards

Key Roles and Responsibilities:

• Assessed business insurance needs and provided customized quotes, working directly with clients to meet their coverage requirements.
• Verified eligibility criteria, ensuring businesses aligned with QBE's risk profile and complied with regulatory standards.
• Worked with underwriters to refine policy wording, facilitating broader coverage options for more businesses.
• Adhered to strict compliance to QBE's policies and procedures, ensuring customer satisfaction and mitigating risk.
• Complaint handling and providing FCR, complaint lodgement and resolutions

• Oversaw the successful completion of external audits without any major findings or issues raised by auditors.
• Reconciled monthly statements, invoices and expense accounts, keeping records accurate, and current.
• Enhanced financial reporting processes, providing stakeholders with accurate and timely information for decision-making purposes.
• Drafted treasury reports to support management decision-making needs.
• Played a key role in organizing fundraising events, including a highly successful school fete that raised over $75,000 for the school.
• Assisted new families, including translation support for Hindi-speaking parents, helping them integrate into the school community.

• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Maintained personnel records and updated internal databases to support document management.
• Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
• Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
• Managed safekeeping of sensitive asset and fund-related documents, ensuring timely and accurate document uploads to internal systems.
• Streamlined processes for document safekeeping, utilizing the CM9 system to ensure compliance and secure handling of records.
• Assisted with document execution and record management for various funds, ensuring compliance with internal policies.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.

• Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
• Upheld classroom routines to support student environments and maintain consistent schedules.
• Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
• Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.

• Scanned, filed and transmitted various documents and adhered to digital filing procedures.
• Maintained document archive and file server of approved documents and drawings to provide easy traceability and retrievability.
• Maintained accurate records of all project-related documents, facilitating quick retrieval when needed.
• Provided support for document controls and worked with contract documents.
• Coordinated document exchange between departments, contractors, suppliers, and customers.