Professional 1 (Subject Matter Expert) with over 13 years of experience in the field of customer service operations in P&C, auto and home insurance, disbursement of proceeds, financial process, quality, training, turnaround times (TAT), service level agreements (SLA), and team management.
Hi, I’m
Devesh Kumar Sharma
Professional 1 (Subject Matter Expert)
Summary
Overview
14
years of professional experience
2
Languages
8
years of post-secondary education
Work History
DXC Technology
P1 (Professional 1)
11.2016 - Current
Job overview
- Organizing Team Meeting on daily basis to identify the issues and challenges.
- Responsible for analyzing volumes, work allocation, and publishing IPR & SLA reports on a daily basis.
- Providing coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Handling escalations and, after analysis, providing solutions to team members.
- Managing a span of 12 associates and ensure quality and productivity targets are met.
- Responsible for quality audits, Root Cause Analysis, and training for new joiners.
- Coordination with state side partners for the smooth running of business.
- Responsible for meeting all SLAs and TAT.
- Managing the leave & attendance for the entire team.
- Responsible for Compiling and maintaining various work reports on daily, weekly, and monthly basis.
- Working With Maturity Payment, Maturity Valuation, Correspondence, Policy change, Underwriting and withhold processes.
- Taking care of Queue Status Beginning of the day & End of the day.
- Worked Pilot Process AWD, Policy Certificate & AOI (Acknowledgement of insurance).
- Worked Beneficiary, Owner change & Correspondence.
MetLife Global Operations Support Center Pvt Ltd
Sr. Associate (Production & Operations)
06.2011 - 10.2016
Job overview
- Worked with the beneficiary, owner change & correspondence from May 2015 to Oct 2016.
- Provide the training to the new joiners as a backup trainer.
- Work allocation for the entire team and query resolution whenever required.
- Worked with the Endorsement Processing Team (Auto & Home) from June 2013 to April 2015.
- Worked with claims indexing from June 2011 to June 2013.
Education
Sikkim Manipal UniversityGhaziabad, India
MBA from Production And Operations
04.2012 - 05.2014
University Overview
IMSGhaziabad, India
Bachelor of Science from Computer Science
07.2006 - 06.2009
University Overview
BDV Inter CollegeBilsi, Budaun, U.P
Intermediate
07.2004 - 06.2006
University Overview
BDV Inter CollegeBilsi, Budaun, U.P
High School
07.2003 - 06.2004
University Overview
Skills
Customer serviceClient ManagementEscalation ManagementSLA ManagementPositive attitudeTeamwork and collaborationQualityTrainingTeam ManagementProduction and Operations
Achievementsawards
Achievementsawards
Awarded as a key member for supporting the establishment of the business during the transition from MetLife., AIGPE LEAN SIX SIGMA GREEN BELT CERTIFICATION, 06/28/24, CERTIFIED LEAN SIX SIGMA YELLOW BELT, 08/28/23, Got 5 rating Performance award most of the times which is the highest rank in the organization., P&C 320 (Property & Casualty) from The INSTITUTES, U.S, 2013, Trained in P & C 101 (Property and Casualty), 2012, Loma 280 (Related to Healthcare and Annuities) online Certification.
Disclaimer
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.Personal Information
Personal Information
- Father's Name: Mr. Vijay Kumar Sharma
- Date of Birth: 11/07/89
- Gender: Male
- Marital Status: Married
Timeline
P1 (Professional 1)
DXC Technology
11.2016 - Current
Sikkim Manipal University
MBA from Production And Operations
04.2012 - 05.2014
Sr. Associate (Production & Operations)
MetLife Global Operations Support Center Pvt Ltd
06.2011 - 10.2016
IMS
Bachelor of Science from Computer Science
07.2006 - 06.2009
BDV Inter College
Intermediate
07.2004 - 06.2006
BDV Inter College
High School
07.2003 - 06.2004
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