Mohammad Naim

• Process Client: Transamerica Insurance
• Sub Process: Customer Correspondence, Financial Disbursement, Long Term Care, Transamerica Employee Benefits, New Business

Job Responsibilities:

• Managed multiple teams: Long Term Care(LTC), Transamerica Employee Benefits(TEB), CCC, NB
• Responsibility to manage Daily Service Level Agreements(SLAs) for multiple teams
• Audit quality for Financial Disbursement and multiple teams
• Providing training to new hires and to cross trainees in multiple areas
• Taking daily client call to discuss process performance
• Reviewing any onshore complaint and resolution and providing feedback to associates
• Preparation of various reports like Quality Compliance, Attendance etc
• Taking care of onshore client and top management escalations.

Achievements:

• Received RnR Award SPOT for best performer in Quarter IV 2016, Quarter III 2017, Quarter IV 2017, Quarter II 2018 and 2019
• Received DXC CHAMP Award in I Quarter of 2020 and III Quarter 2021
• Received DXC COLLABORATORS Award in May 2021
• Promoted as Professional 2 in October 2021.
• DXC SAPPHIRE award in January and April 2022

Department: Insurance and Accounting.

Process Client: Prudential Financial Company of America.

Sub Process: Citrix CCU (Customer Communication Unit).

Job Responsibilities:

• Responding to client’s queries and explaining in detail any information that customer requires through written correspondence
• Analyzing customer request & complaints forward them to respective area if there are dependencies regarding their request
• Sound knowledge of working on tools: Lotus Notes, Service Ability, Clarify, Attachmate and Prudential Image Workflow Desktop (PIWD) and HyperSnap-DX.
• Good knowledge to review different kind of legal document like Power of Attorney, Letter of Testamentary, Divorce paper, Beneficiary change form, Cash Surrender form and Guardianship papers to identify authentication for the policy owner.
• Mediate between management and the customer to provide solution to customers by creating different kind of activities like Manual intervention, Review by Law, Record Maintenance, Marketing and Support activity.

Achievements:

• Received Best Associate Award for months of November 2014, August 2015 and October 2015.
• Received Super Achiever Award for Quarter IV 2014 and Quarter IV 2015.
• Promoted as Senior Associate in January 2015.
• Achieved 100% Quality for two consecutive Quarters from October 2014 to March 2015.