Sharon Pereira
Sydney,NSW
Summary
Highly-motivated employee with desire to take on new challenges.
I have over 13 years experience in customer service/administration, where I have been able to fulfill abroad range of opportunities and successes which has helped me become the strong independent person and team player i am today.
Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Life Insurance Specialist and Customer Service
Life Insurance Direct Australia
02.2023 - Current
- Collaborated with other departments such as underwriting, claims, compliance, sales teams to ensure client satisfaction.
- Performed quality assurance checks on all documents prior to submission or release to compliance.
- Responded quickly and efficiently to customer inquiries regarding life insurance policies via phone or email.
- Assisted clients with claims processing and policy changes.
- Analyzed customer feedback to improve customer service experience.
- Implemented life insurance products which includes Life Insurance, Trauma Insurance, Total and Permanent Disablement and Income Protection for clients.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Prepared quotes for prospective customers based on their individual needs.
- Resolved customer issues in a timely manner while providing excellent customer service.
- Maintained records of client information, including policies and payment history.
- Educated clients on various types of life insurance policies and products available in the market.
- Collaborated with other departments such as underwriting or claims processing teams.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Assisted clients in understanding complex policy terms and conditions.
- Use of salesforce application.
- Managing and actioning high volume of emails and ensuring these are all filed and logged on client file.
- Taking high volume of inbound calls.
- Culture club representative: running virtual and impersonal team events and helping in organising company events.
- Maintaining high customer pipeline in timely manner.
- Maintaining client records within salesforce and insurer database.
- Comprehensive understanding of life insurance products along with Underwriting and Claims procedures and proceedings.
Manager Remediation Process
Kotak General Insurance
Mumbai, India
03.2022 - 09.2022
- Managing complaints and remediation's received through various touchpoints – Grievance Redressal, Social Media(Twitter) & Insurance Regulatory and Development Authority of India(IRDAI).
- Knowledge of General Insurance Products including health Insurance, Motor Insurance, Travel Insurance and Home Insurance.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Audited customer account information to identify issues and develop solutions.
- Tracking data on month-on-month basis on advance excel, data applications; monitoring the tread of customer grievances and representing to Senior Management.
- Working on Data Reports along with its root cause analysis.
- Dealing with internally and externally auditors as per schedule.
- Ideas sharing with project management team for better prospects relates to process and innovation improvements and working with respective product teams till go live.
- Working on Turn Around time (TAT modules) to improve service excellence along with IRDAI regulatory.
- Trained employees on additional job positions to maintain coverage of roles.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Created training modules and documentation to train staff.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Conducted quality, timely performance feedback and performance appraisals.
Deputy Manager Remediation Process
HDFC Ergo General Insurance Limited
Mumbai, India
01.2015 - 12.2021
- Managing the customer interaction module through which customer interacts for their service and grievances.
- Managing team of 7 members addressing their concerns and motivating to meet their day-to-day activities
- Tracking data on month-on-month basis and monitoring the tread of customer grievances
- Dealing with internally and externally auditors as per schedule
- Quality analysis of grievances taken care by team members
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Resolved conflicts between staff members in a timely manner.
- Provided necessary technical assistance and advice to subordinates when needed.
- Created processes for handling customer complaints effectively.
- Coordinated with other departments to ensure smooth functioning of activities.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Managed customer service inquiries and complaints in a timely manner.
- Ideas sharing with project management team for better prospects relates to process improvements and working with respective product teams till go live.
- Attend grievances of high-profile customers
- Working on Turn Around time (TAT modules) to improve service excellence along with IRDAI reports
- Tracking Net Promoter Score and customer feedback data on daily basis for enhancement in customer satisfaction
- Coordinating with training team for amendments in training modules internally and externally.
- Maintained focus in role as single point of contact for stakeholders with commitment to successfully completing projects on time and within budget.
- Enforced company policies and procedures to strengthen operational standards across departments.
Education
MBA - Operations Management
Welingkar's Institute of Management
Mumbai, India 12-2016
Bachelor of Science - Information Technology
University of Mumbai
Mumbai, India08-2010
Skills
- Excellent Customer Service and Administration skills
- Proficient in all facets of Office Administration
- Effective interaction with customers, vendors, and senior management
- Resilient and Patient
- Strong oral and written skills
- Follow procedures and learn new tasks
- Ability to communicate and interact effectively with staff at all levels
- Ability to handle multiple projects concurrently
- An experienced team player, bringing enthusiasm & energy into a team environment
- Assertive, self-motivated, goal-orientated, highly organised and efficient
- Ability to problem solve, meet customer needs
- Ability to work autonomously
- Follow procedures and learn new tasks
- Proficient in Microsoft, Excel, Word, PowerPoint
- Client Service
- Underwriting expertise
- Building Relationships
- Insurance Policy Sales
- Insurance sales strategy
- Strong interpersonal skills
- Client Retention
- Client Education
- Client Relationship Management
Accomplishments
- Employee of the Quarter: Recognized for outstanding performance and dedication to exceeding targets in sales and customer service
- Created highly effective new program that significantly impacted efficiency and improved operations.
Affiliations
- Photography: Capturing moments and telling stories through images esp, Sunrises and Sunsets.
- Hiking: Exploring nature’s beauty and staying active.
- Volunteer Work: Contributing to community projects and giving back to society.
Languages
English
Full Professional
References
References available upon request.
Timeline
Life Insurance Specialist and Customer Service
Life Insurance Direct Australia
02.2023 - Current
Manager Remediation Process
Kotak General Insurance
03.2022 - 09.2022
Deputy Manager Remediation Process
HDFC Ergo General Insurance Limited
01.2015 - 12.2021
MBA - Operations Management
Welingkar's Institute of Management
Bachelor of Science - Information Technology
University of Mumbai
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