KARAN JURANI
B4306/1 Hamilton Cres, Ryde,NSW
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Claims Manager
AIA Australia
01.2022 - Current
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationships to support clients during challenging times.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics
- Synthesized data into comprehensive quarterly written reports for management.
- Supervised staff of 10 personnel by implementing company policies, protocols to ensure business outcomes are achieved at a strategic level.
- Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services License.
- Prepared written opinions or decisions regarding cases.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Implemented new processes to streamline workflow within the team, averaging 1 hour of additional productivity per day.
- Provide advice on highly complex and escalated enquiries by applying specialised knowledge, legislation, regulations and procedures to enable effective customer outcomes
- Documented noncompliance activities and communicated with Insurance risk on remediation.
- Defined and implemented quality initiatives to reduce risk.
Customer Service Officer
Link Market Services
06.2021 - 12.2021
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Completed data entry to record call notes, suggestions and questions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Escalated critical customer issues to supervisor immediately to avoid shareholder's dissatisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
Operation and Service Manager
Fluidscapes Consultants Pvt.Ltd
06.2019 - 12.2020
- Ensure management and employees’ full understanding of business needs, tracking progress towards goals, and measuring analytics on P&L.
- Helped in compilation of documents and information into database as per company guidelines.
- Assist with development of annual budgets, operational standards, and strategic business goals.
- Engage high level negotiations, generating lucrative contracts, and build beneficial partnerships with clients and vendors via regular, productive communication.
- Designed and adjusted procedures as needed to maximize department effectiveness.
- Monitored employee performance through key metrics analysis.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Updated and maintained databases to ensure that information is correctly stored and accessible at all times.
- Set and administered department budgets for expenditures, materials and labor
- Met with customers to discuss service needs and offer available solutions
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
- Managed efficient teams of up to 80 employees
Assistant Store Manager
IGA Market Central
11.2017 - 02.2019
- Overall responsibility of setting up of store including negotiating with vendors for rates and quantity.
- Preparing and reviewing monthly budgets including physical inventory, cash.
- Preparation and analysis of financial reports and monthly sales forecast.
- Maintaining knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Developing and handling team of 18-20 members by providing on job coaching, mentoring team members and promoting environment for high efficiency within team.
- Assisting HR in conducting interviews.
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Spearheaded customer satisfaction survey and analyzed results to make action plans
- Followed through with client requests to resolve problems
Duty Manager
Cavellaro Group
04.2016 - 10.2017
- Responsible for financial reporting for 4 stores across Sydney.
- Preparing sales & profit reports and variance analysis.
- Preparing monthly budgets and comparing budget vs actuals.
- Managing labour and bringing in high efficiency with labour force to meet profits
- Enhancing customer service to increase customer retention.
- Established SOP for customer service and operation team to maximise productivity.
Intern
Govt Of Maharashtra
01.2016 - 03.2016
- Assisted the Officer on Special Duty to the Chief Minister in day to day activities.
- Planning and managing various projects of the Hon.
- Major contribution in successfully managing "Microsoft Decode" an event by Hon.CM and Mr Satya Nadella.
- Management of social media including editing content, posting pictures and videos on a daily basis.
- Managing government initiatives of the Government of Maharashtra majorly involving Make in India Conclave.
- Sorted and organized files, spreadsheets and reports.
Education
Msc - Project Management
Curtin University
Sydney, NSW2016
Bachelors of Engineering -
MATS University
Raipur, India2014
Skills
- Membership with Project Management Institute, Sydney Chapter
- Proficiency and expertise in, Microsoft Project and Microsoft Office – Excel, Word and PowerPoint, Salesforce
- Business Analysis
- Project Management
- Six Sigma
- Regulatory Compliance
- Critical Thinking
- Business Process Re-Engineering
- Cost Reduction and Containment
- Customer Service Management
Timeline
Claims Manager
AIA Australia
01.2022 - Current
Customer Service Officer
Link Market Services
06.2021 - 12.2021
Operation and Service Manager
Fluidscapes Consultants Pvt.Ltd
06.2019 - 12.2020
Assistant Store Manager
IGA Market Central
11.2017 - 02.2019
Duty Manager
Cavellaro Group
04.2016 - 10.2017
Intern
Govt Of Maharashtra
01.2016 - 03.2016
Msc - Project Management
Curtin University
Bachelors of Engineering -
MATS University
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