SHERRY SAMUEL
Leppington
Summary
Experienced and self-driven forecaster and scheduler in a contact center set up with frontline and back office. Utilizes data-driven insights to develop and implement effective staffing plans. Track record of enhancing operational efficiency through strategic analysis and planning.
Overview
26
26
years of professional experience
Work History
Workforce Planning Analyst
Insurance Australia Group
06.2019 - Current
- Forecasting and scheduling using Verint to plan and create rosters and schedules.
- Liaise with key business partners/planners to schedule events.
- Maintaining historical data trends to arrive at the most accurate forecasts.
- Modelling 'What If' scenarios to assess the impact of change and opportunities
- Analyse and present the cause of variances short term forecasts to stakeholders and internal WFM team. Incorporate learnings for future forecasts
- Lead discussion and drive outcomes with middle management in Pre-event planning forums by presenting insights and key recommendation based on my expert analytical skills to enable informed decision making.
- Work closely with Optimisation and Change Enablement Specialists to incorporate future operating models and business initiatives into the forecasts.
- Maintain high levels of engagement with Strategic Forecasters and Real Time Analysts
Workforce Real time Analyst
Insurance Australia Group
01.2018 - 05.2019
- Event Day Management – Monitoring call queues and ensuring we have the right skilled people, in the right place at the right time to handle our customer demand.
- Providing key recommendations to influence the day-to-day customer management and guide the business to achieve the forecasted Grade of Service.
- Providing operational insights to the stakeholders.
- Analyze agent phone behaviors.
Consultant Property Claims
Insurance Australia Group
01.2015 - 06.2018
- Record new claims following the correct procedure.
- Manage the claim process end to end.
- Allocate work to Preferred Suppliers/Builders.
- Authorize repairs of Insured to delegated authority level, within relevant policy and procedures.
- Finalize claims to delegated authority level and allocated category of claim.
- Provide exceptional customer service.
Fleet Choice Pty Ltd
08.2013 - 04.2014
- Negotiate and Process Secured Auto Loans with Financiers for eligible customers.
- Customer Need based positioning of services.
- Cross sell Motor Insurance and Relevant Warranty products.
- Assists office staff in maintaining files and databases.
- Prepares reports, presentations, memorandums, proposals and correspondence.
Sutherland Global Services Pvt Ltd
04.2010 - 04.2013
- End to end claims Handling.
- Manage the entire claims process through settlement ensuring clear and concise file note are maintained.
- Interpret, review and apply appropriate action on correspondence received from third parties, and service providers.
- Providing high-level, consultative customer service.
- Relationship building and maintaining with suppliers and adjusters.
WNS Global Services Pvt Ltd
08.2003 - 04.2010
- Providing advice on making a claim and the processes involved.
- Processing new insurance claims notifications.
- Collecting accurate information and documents to proceed with a claim.
- Analyzing a claim made by the insured.
- Organizing repairs through a network of approved professionals.
- Monitoring the progress of a claim.
- Investigating potentially fraudulent claims.
- Identifying reasons why full payment may not be made.
- Ensuring fair settlement of a valid claim.
- Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines.
- Handling any complaints associated with a claim.
- Adhering to legal requirements, industry regulations and customer quality standards set by the company.
Daksh E Service Pvt Ltd
11.2002 - 02.2003
- Sell and Upsell products and place customer orders in computer system.
- Provide customers with product and service information.
G Joseph & Associates Chartered Accountants
09.1999 - 09.2002
- Passing Journal Entries and closing books of accounts.
- Drawing up the trial balance.
- Formation of the Profit and Loss Accounts and Balance Sheet.
- First level audit of books of accounts.
Education
Bachelor of Commerce -
01.1999
Certificate III - Financial Services
NSW Department of Industry
10-2016
Indian School Certificate Examinations - undefined
01.1996
Indian Certificate of Secondary Education - undefined
01.1994
Skills
- Advanced Excel skills
- Comprehensive subject matter knowledge
- Efficient in acquiring new skills
- Strong analytical abilities
- Proficient in computer applications
- Clear interpersonal communication
- Collaborative team member
- Adept at identifying and addressing issues
- Building strong client partnerships
Timeline
Workforce Planning Analyst
Insurance Australia Group
06.2019 - Current
Workforce Real time Analyst
Insurance Australia Group
01.2018 - 05.2019
Consultant Property Claims
Insurance Australia Group
01.2015 - 06.2018
Fleet Choice Pty Ltd
08.2013 - 04.2014
Sutherland Global Services Pvt Ltd
04.2010 - 04.2013
WNS Global Services Pvt Ltd
08.2003 - 04.2010
Daksh E Service Pvt Ltd
11.2002 - 02.2003
G Joseph & Associates Chartered Accountants
09.1999 - 09.2002
Indian School Certificate Examinations - undefined
Indian Certificate of Secondary Education - undefined
Bachelor of Commerce -
Certificate III - Financial Services
NSW Department of Industry
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