Richa Singh
Tarneit,Australia
Summary
Dynamic professional with extensive experience at AIA Insurance Ltd, excelling in relationship management and customer service. Proven track record in resolving complex issues and enhancing client satisfaction through effective communication and problem-solving skills. Adept at utilizing CRM systems to drive process improvements and achieve sales targets, fostering strong, long-lasting client relationships.
Overview
19
19
years of professional experience
Work History
Member Experience-Health
AIA- Australia
Melbourne, Vic
11.2025 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked effectively in team environments to make the workplace more productive.
Relationship Manager
AIA Insurance Ltd
Auckland, New Zealand
09.2021 - Current
- Cultivate and sustain robust relationships with key high-profile Insurance brokers.
- Act as the principal liaison for designated brokers, delivering prompt and expert responses to their needs and inquiries.
- Grasp broker business goals to pinpoint collaborative and growth opportunities.
- Deliver outstanding customer service, securing broker satisfaction and allegiance.
- Keep abreast of industry trends, market shifts, and competitor actions to offer brokers insightful advice.
- Perform regular business reviews with brokers to evaluate performance and discuss enhancement strategies.
- Formulate and implement strategic initiatives to bolster broker relations and augment the company's market footprint.
- Resolve intricate cases and escalations efficiently, ensuring continued positive rapport.
- Compile broker performance, retention, and revenue growth reports for executive review.
- Engage in industry events and conferences to forge connections with brokers and gain market insights.
- Enforce company policies and adhere to regulatory standards in broker interactions.
- Facilitate policy endorsements, clarify reviews, and address policy-related queries.
- Manage renewal quotations and handle complaints adeptly.
- Partner with underwriters to confirm risk evaluation prior to policy issuance.
- Process policy applications in line with established protocols.
- Clarify policy terms to advisors and clients, demystifying complex language.
- Explain policy loadings and exclusions clearly.
- Utilize CRM, quote builder, Olas, and other insurance platforms proficiently.
- Managed a portfolio of high-value clients to build and maintain strong, long-lasting relationships.
- Identified and pursued new business opportunities through networking and market research.
- Conducted regular client reviews to ensure satisfaction and address any service issues promptly.
- Collaborated with cross-functional teams to tailor products and services to client needs.
- Developed and executed strategic plans to achieve sales targets and expand client base.
- Provided financial advice and product recommendations based on client financial goals and risk tolerance.
- Negotiated contracts and closed agreements to maximize profit and revenue growth.
Case Manager
AIA Insurance Ltd
Auckland, New Zealand
05.2018 - 09.2021
- Streamlined processing of quotes, endorsements, and cancellations, enhancing client satisfaction.
- Addressed customer and partner inquiries with in-depth knowledge of insurance policy specifics.
- Delivered exceptional customer service, resolving issues swiftly to maintain client trust.
- Exhibited strong teamwork, promoting collaboration and support among colleagues.
- Maintained proactive communication with advisers and clients, ensuring timely updates and information accuracy.
- Negotiated special policy terms with underwriters, effectively communicating outcomes to relevant parties.
- Expertly handled complex and compliant cases, improving processing team efficiency.
- Contributed to team strategy through active participation in huddles and constructive performance feedback.
- Assessed customer needs proactively, identifying and implementing tailored solutions.
- Resolved a broad range of insurance-related issues, reinforcing customer and adviser relationships.
- Generated accurate quotes for clients and advisers, utilizing both phone and email communication.
- Supported customers with investment policy management, including withdrawals and value tracking.
- Clarified the intricacies of investment policy funds to customers, ensuring comprehension.
- Developed expertise in diverse insurance processes, including ownership and adviser change protocols.
- Conduct comprehensive assessments of client needs and available resources.
- Develop individualized care plans in collaboration with clients and other professionals.
- Coordinate services with healthcare providers, social workers, and community resources.
- Monitor client progress and update care plans as necessary.
- Advocate for clients to access services and resources they require.
- Maintain accurate and confidential client records in compliance with legal requirements.
- Provide crisis intervention and support to clients as needed.
- Facilitate group sessions or workshops on life skills and health management.
- Conduct regular follow-ups with clients to ensure continuity of care.
- Collaborate with interdisciplinary teams to evaluate and enhance service delivery.
Sales and Customer Service Officer
IINET-LTD-Australia
Auckland, New Zealand
02.2014 - 05.2017
- Skillfully managed multi-channel customer engagements, including phone and email communications.
- Implemented solution-oriented approaches to meet diverse customer needs effectively.
- Efficiently resolved billing disputes, inquiries, and complaints, while consistently achieving sales targets.
- Provided mentorship and floor support to Customer Service Representatives to enhance sales performance.
- Handled and settled complex ombudsman issues, contributing to team performance improvements.
- Pursued continuous professional development through specialized workshops.
- Executed diligent follow-ups on intricate cases to guarantee first-call resolution and customer contentment.
- Cultivated robust relationships with prospects, identifying and recommending new business opportunities to management.
- Developed and maintained strong client relationships through effective communication and problem-solving skills.
- Consistently met and exceeded sales targets through product knowledge and persuasive selling techniques.
- Utilized CRM systems to track customer interactions and sales opportunities efficiently.
- Participated in ongoing training to stay current with product offerings and sales strategies.
- Adapted communication style to diverse customer base to enhance understanding and rapport.
- Collaborated with team members to share best practices and support achieving collective goals.
- Managed high-volume call center operations, consistently meeting or exceeding customer service metrics.
- Developed and maintained strong client relationships, resulting in increased customer retention rates.
- Collaborated with sales team to identify and target key sales opportunities and strategies.
- Monitored market trends to suggest and implement effective sales tactics and promotions.
- Maintained detailed records of sales transactions and customer feedback for reporting purposes.
- Australian Telco company
Inbound Customer/Sales Agent
MERIDIAN ENERGY
Auckland, New Zealand
06.2013 - 09.2013
- Addressed and resolved customer inquiries and billing disputes efficiently.
- Managed and resolved escalated customer issues to ensure satisfaction.
- Consistently met and exceeded sales targets and key performance indicators via upselling and acquiring new customers.
- Maintained strict adherence to company standards and protocols.
- Successfully onboarded new customers and handled service or billing complaints effectively.
Customer Service & Sales Manager
TELSTRA
Melbourne, Australia
04.2007 - 09.2010
- Spearheaded high-performing teams to surpass monthly sales objectives.
- Enforced strict adherence to company policies and procedures among staff.
- Analyzed team performance metrics and call quality to ensure goal alignment.
- Optimized customer service delivery through strategic staff scheduling and attendance management.
- Delivered comprehensive reports on sales performance, customer insights, and individual staff metrics.
- Authorized and processed customer credits and refunds in accordance with company guidelines.
- Effectively managed and resolved escalated customer issues and Ombudsman cases.
- Initiated and advocated for process enhancements to boost efficiency and customer satisfaction.
- Played a pivotal role in candidate evaluation and hiring decisions during the recruitment process.
Customer Service Consultant
AIA Insurance Ltd
Auckland, New Zealand
06.2017
- Spearheaded business growth by generating valuable leads for insurance advisers.
- Delivered superior customer service, addressing insurance policy queries through phone and email with high efficiency.
- Skillfully navigated health and life insurance claim discussions, achieving high levels of client satisfaction.
- Developed expertise in investment and value policy through comprehensive training.
- Played a key role in client retention by supporting the Adviser Retention Team (ART) with strategic initiatives.
- Offered versatile cross-functional support to the Policy Processing team (CR&G) as required.
- Responded to customer inquiries for the 'Healthy by Sovereign' program, providing detailed product and service information.
- Facilitated order placement for customers, enhancing their purchasing experience.
- Resolved customer complaints swiftly, offering effective solutions and alternatives to meet tight deadlines.
- Managed high-volume inbound and outbound customer calls with professionalism and courtesy.
- Resolved customer issues efficiently, ensuring satisfaction and maintaining company reputation.
- Documented all customer interactions in CRM system accurately for future reference and reporting.
- Collaborated with cross-functional teams to address and solve complex customer service inquiries.
- Processed orders, forms, applications, and requests promptly to meet customer needs.
- Followed communication scripts while adapting to different customer temperaments and scenarios.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Enhanced customer service procedures, policies, and standards as part of continuous improvement efforts.
- Identified customer needs, clarified information, and provided solutions or alternatives.
- Maintained up-to-date knowledge of product offerings to provide accurate information to customers.
Education
MBA -
HOLMES COLLEGE
Melbourne, Australia01.2010
CERTIFICATE III IN FRONTLINE MANAGEMENT -
Melbourne, AustraliaSkills
- FINANCIAL ACUMEN
- INSURANCE PRODUCT KNOWLEDGE
- ACCOUNT MANAGEMENT
- COMMUNICATION
- PROBLEM SOLVING
- Relationship management
- Customer service
- Policy analysis
- CRM utilization
- Conflict resolution
- Effective communication
- Problem solving
- Time management
- Process improvement
- Teamwork and collaboration
- Multitasking
Timeline
Member Experience-Health
AIA- Australia
11.2025 - Current
Relationship Manager
AIA Insurance Ltd
09.2021 - Current
Case Manager
AIA Insurance Ltd
05.2018 - 09.2021
Customer Service Consultant
AIA Insurance Ltd
06.2017
Sales and Customer Service Officer
IINET-LTD-Australia
02.2014 - 05.2017
Inbound Customer/Sales Agent
MERIDIAN ENERGY
06.2013 - 09.2013
Customer Service & Sales Manager
TELSTRA
04.2007 - 09.2010
MBA -
HOLMES COLLEGE