Shushana N. Galloway

• Act as the first point of contact for existing and potential customers
• Understand member needs and provide tailored on coverage option and benefits
• Maintain and build relationships with existing members to encourages renewals, upsells, and cross-selling of additional products or services
• Actively sell RAC Home insurance products, offering competitive rates, explaining terms, and ensuring compliance with all regulatory standards
• Accurately complete application forms and process transactions in a timely manner
• Assist with policy changes, renewals, and cancellations, ensuring all documentation in processed and sent in compliance with company guidelines
• Work closely with other team members to meet sales targets and operational goals
• Address members queries or concerns regarding insurance coverage, claims, or billing issues, providing solutions in a timely and professional manner

• To assist in the growth and retention of core business, by delivering exceptional customer service and actively promoting Personal Insurance products and the benefits to our customers
• Respond to inbound customer telephone calls and on some occasions, initiate customer calls
• Ask the right questions to uncover customer needs with the view of generating a sale
• Provide customers with correct information
• Take steps to retain customers
• Resolve customer inquiries quickly, efficiently and to a high standard
• Up-sell options by promoting benefits to the customer based on their needs
• Sell the benefits of IAG products and try to make a sale during interaction with customer
• Generate leads for other business units
• Cross sell IAG insurance products
• Maintain policies and change details as needed
• Maintain accuracy of customer data
• Process payments from customers
• Handle customer concerns and objections
• Adhere to underwriting guidelines
• Adhere to compliance guidelines when conducting business with customers
• Follow best practice procedures
• Participate in weekly and monthly coaching
• Key people that I work with are: Customers, Customer and channel support, Underwriting, CTP support, Motoring and services, Claims

• Helping customers to find unique solutions for their skincare, body care and makeup needs
• Achieve goals and/or targets set by Cosmetic Managers and Team Leaders
• Constantly increasing my product knowledge to be better able to motivate customers for continued use of products
• Establish a good rapport with customers while suggesting new products and inviting them to upcoming events
• Performing daily department maintenance tasks such as stock taking, remerchandising, display, price check and cleaning to a high hygienic standard

• Company Overview: (BPO/Call Center)
• Handling of customer complaints and providing specific solutions to fit their needs in a timely manner
• Working with customers to develop ideal packages according to their service expectations
• Order reviews and/or checks prior to approval
• Liaise with third-party entities such as couriers to be able to inform customers of shipping and delivery status of packages
• Ensuring customer satisfaction during each call
• (BPO/Call Center)

• During my time in this position I handled the processing and rectifying of customer complaints.
• Logged customer calls with all relevant information relating customer and the purpose of the call.
• Multi-tasked by handling of several calls simultaneously.
• Processed customer orders while providing clarityabout their bills and billing cycle.
• Developed strong relationships with clients through consistent communication and proactive problemsolving.

Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly.

• Company Overview: (BPO/Call Center)
• I handled the processing and rectifying of customer complaints
• Logged customer calls with all relevant information relating customer and the purpose of the call
• Multi-tasked by handling of several calls simultaneously
• Processed customer orders while providing clarity about their bills and billing cycle
• (BPO/Call Center)

• Ensured smooth office operations by keeping inventory of supplies, ordering new materials when needed, and maintaining equipment functionality.
• Prepared comprehensive reports on office activities for supervisor''s review to support informed decision-making processes.
• Managed multiple projects simultaneously while consistently meeting deadlines under pressure situations.
• Supported supervisors in daily operations by assisting with various administrative duties such as answering phones, handling correspondence, and greeting visitors.
• Streamlined administrative processes for increased productivity through effective scheduling, document management, and data entry tasks.
• Demonstrated adaptability by taking on additional responsibilities when required or learning new skills quickly.