AFSHAN KHAN

Experienced Benefits Ops Administrator with 7 years of domain expertise seeking a professional environment to leverage skills in managing workflows, motivating teams, problem-solving analytically, and communicating persuasively. Dedicated to contributing to mutual success and fostering lasting partnerships with growth-focused organizations. Self-motivated leader with strong organizational prowess and customer relations skills.

• Date of Birth: 02/27/97
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• Illuminate Award, 02/01/25, For being a good team player and taking up adhoc work and supporting team to thrive for success.
• Illuminate Award, 08/01/24
• Dazzle Award #Overthetop, 09/01/23, For being an all-rounder for all the work to cater with quality.
• Blaze Award, 07/01/23, For being a fantastic team player.
• Illuminate Award, 10/01/21
• Blaze Award, 2018, For 'Stalwarts' Westpac year-end contest.

• A result-oriented professional with proven ability of achieving Service Level Agreement (SLA's).
• Knowledge of health and welfare services administration.
• Knowledge of Banking and Finance (Superannuation) Industry. (Australian Banking).
• Efficiently completed assigned targets while maintaining high-quality standards for each task.
• Gained extensive training and experience across various administrative platforms.
• Participated in various reporting activities and addressed participant issues received via escalation delivery tasks/JIRA.
• Focused on resolving aging customers tickets promptly to meet SLA and TAT requirements, giving equal attention to aged cases as to newly created ones.
• Engaged in client communication, research, and analysis to enhance customer experience and explore new opportunities for team progress.
• Managed allocation for different teams as needed, and coordinated with other team's colleagues to ensure accurate resolution of participant issues.
• Also, cross-trained colleagues on Smart-Choice WCA which is new administrative web application, assisting them in understanding the concepts and terminology of Smart-Choice accounts.
• Developed process-related SOPs to prevent unnecessary ticket creation and reduce workload.
• Analyzed and processed incoming data to ensure accuracy and compliance with established guidelines, enhancing operational efficiency.
• Developed and maintained documentation for standard operating procedures, facilitating training for new staff on key processes and systems.