Chirag Panchal

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked effectively in fast-paced environments.
• Worked flexible hours across night, weekend, and holiday shifts.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.

Ensure each support team member has agreed Objectives and a Performance Development Plan.
Ensure that regular one on ones are held with team members and conducted regularly
Direct reporting line management of Support Representatives.
Ongoing Quality Control and auditory of responsibilities for team members
Monitor the team to ensure everyone completes tasks within agreed SLA’s and identify capacity within or across teams to manage workflow in order to meet and exceed SLA’s.
Support process engineering and re-engineering
Identification and quantification of opportunities for improvement based on customers feedback
Work closely with the insurance team responsible for the evaluation and mitigation of frauds, PW and compliance issues (pre-claim)
Day to day escalation point for the internal Customer Service team
Managing customer social reviews, complaints and inquiries from multiple channels
Assist with the screening and hiring of staff
Onboarding and training of new support representatives
Leading, motivating as well as providing ongoing coaching and training to the Customer Service team
Contributing to the combined global Customer Service team, working collaboratively as one team to achieve strategic objectives
Collaborating with team members to identify improvements to customer service processes

Pilot Program Goals:
Streamline the handling of customer data privacy and amendment requests.
Identify and address any gaps or inefficiencies in current processes.
Develop a best-practice approach for future implementation.

• Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
• Implemented policies and standard operating procedures for continuous improvement.
• Fostered customer trust by addressing concerns and needs using targeted problem-solving.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Advanced productivity KPIs by leading trainings on procedures and safety practices.
• Led targeted training programs to educate staff on product benefits and service capabilities.
• Oversaw budget planning and financial management activities, ensuring fiscal responsibility throughout the organization.
• Provided strategic oversight on major projects ensuring timely completion within budget constraints.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Escalated issues to proper supervisors when standard processes were not effective.
• Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Maintained up-to-date knowledge of product and service changes.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Resolved associate, tool and service delivery issues revealed by statistical reports.

• Prepared and mailed invoices to customers, processed payments and documented account updates.
• Reviewed figures, postings and documents for correct entry, completeness and accuracy.
• Maintained clean and organized files by keeping accounts payable records up-to-date.
• Organized data into multiple spreadsheets to streamline data.
• Prepared itemized statements, bills or invoices and recorded amounts due for items purchased or services rendered.
• Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
• Developed monthly, quarterly and annual profit and loss statements and balance sheets.