Ami Parekh
Brampton
Summary
Dynamic Senior Workflow Specialist at RBC Insurance with a proven track record in quality management and SLA adherence. Recognized for leading teams effectively and enhancing client satisfaction. Adept at process improvement and delivering exceptional customer service, consistently achieving high-quality standards in a fast-paced environment.
Overview
20
20
years of professional experience
Work History
SENIOR WORKFLOW SPECIALIST
RBC Insurance
Meadowvale
04.2025 - Current
- Provide customer service to policy holders, advisor’s, marketing office and internal partners
- Prioritize and manage the work to ensure time is wisely utilized
- Triage emails in timely manner
- I work collaboratively with team members to ensure SLA is met
SENIOR ASSOCIATE POLICY ADMINISTRATION
Capgemini
Mississauga
01.2022 - Current
- Apart from my BAU tasks, I have always assisted my Client with adhoc tasks and also helped my peers in day to day activity and ensured that they met their targets along with the quality standard.
- Perform Quality check for the team.
- Played a key role in reviewing the existing SOP and updated the SOP whenever there was a process change/process update.
- I ensure, all the work assigned to me is completed within the defined Service Level Agreement along with the quality target of 98%.
- Liaise with the brokers and handle the request and Inquiries in a timely manner ensuring all the controls are adhered as deal with confidential and sensitive information.
- Work on request involving amendments on life insurance policies, billing, quotes, default and lapse notices, tax letters etc.
- Play a key role of collaborating within the team, different departments, clients and service partners.
- Got the opportunity to manage the team singled handedly for several weeks in absence of Process lead and other team members, and also achieved the SLA and Quality.
- Received appreciation from Senior Management and client for my performance as a Individual contributor and also for managing the team in the absence of Process lead.
H N W OPERATIONS ADMINISTRATION
RBC Insurance
Meadowvale
12.2024 - 04.2025
- I have been a support during the transition from Halifax to offshore
- Provided training and support wherever required
- Performed Quality check for the offshore team
- Worked on escalations and helped the team complete the request on priority.
- Worked with Policy Holder Tax team during Tax season to ensure all the T5 slips are completed
- Performed checks to ensure no Default or Lapse notice are missed and checked the weekly default reports to ensure the clients are notified of policy in default situation in timely manner.
PROCESS LEAD
Capita India
Pune
06.2011 - 10.2021
- Responsible to meet Service Level Agreement of the team for different tasks.
- Performed Quality Audits for team and provided feedback to team.
- Also published monthly RCA.
- Prepared Training plan for New Joiners, bottom Quartile and for Cross Leverage Resources.
- Attended/Run Weekly, Bi-Weekly and Monthly calls with Client.
- Prepared Account Level Performance Dashboard for review with Client.
- Handled multiple accounts and played key role in knowledge transition from Onshore to Offshore.
- Lead project of system migration used for day-to-day processing of tasks by team.
- Also performed day to day BAU activities of updating and maintaining roster, leave tracker, productivity report, system downtime tracker, shrinkage report and others log reports.
CUSTOMER CARE EXECUTIVE
EXL Service
Pune
12.2006 - 04.2010
- Finalizing account of customer by sending final bill.
- Working and coordinating with different teams in case of disputes raised by customer.
- Handled team in absence of Assistant Manager.
- Worked along with Project Team to have end to end process.
- Received rating of 5 for consecutive 3 months.
TEAM LEADER
AEGIES PVT LTD
Pune
06.2005 - 11.2006
- Company Overview: OUTSOURCE FOR HUTCH LTD
- Preparing Monthly Performance Dashboard for review.
- Performing quality audits of team to identify process gaps and accordingly arrange training plan for team.
- Preparing daily, weekly and monthly reports for team.
- Managing roster, leave tracker etc. for team.
- Conducting 1:1 meeting with team members and conducting team huddle.
- OUTSOURCE FOR HUTCH LTD
Education
BACHELOR OF COMMERCE -
SRK College of Commerce, Mumbai University
DahanuSkills
- Team Player
- Quality Management
- SLA Management
- Customer Service
- Client Management
- Process Lead
Languages
- English
- Hindi
- Gujarati
- Marathi
Timeline
SENIOR WORKFLOW SPECIALIST
RBC Insurance
04.2025 - Current
H N W OPERATIONS ADMINISTRATION
RBC Insurance
12.2024 - 04.2025
SENIOR ASSOCIATE POLICY ADMINISTRATION
Capgemini
01.2022 - Current
PROCESS LEAD
Capita India
06.2011 - 10.2021
CUSTOMER CARE EXECUTIVE
EXL Service
12.2006 - 04.2010
TEAM LEADER
AEGIES PVT LTD
06.2005 - 11.2006
BACHELOR OF COMMERCE -
SRK College of Commerce, Mumbai University
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