Mukhala Devi Thoudam

Core Responsibilities:

• Assisting Underwriter to validate information and write new commercial property insurance policies.
• Backup SME on floor to manage queries and assist new joiners.
• Being a part of calibration calls on weekly basis with the client.
• Identified areas of improvement in operational processes and procedures within the process
• Supporting training activities as temp process trainer

Achievements:

• Created SOP for issuance of Certificate of Currency document for end customer. This helped standardize format and timelines in which the document should be issued. Reduced dependency on Onshore partners to issue the document.
• Best agent award for Q4 2019 and Q1 2020

Core Responsibilities:

• Monitoring and Auditing calls for the onshore and offshore agents to ensure process KPI's are met as per the defined guidelines.
• Providing feedback to the agents for the call monitored.
• Conducting training and refresher sessions for the operations floor to reduce errors.
• Being a part of calibration calls on weekly basis with the client.

Achievements:

• Traveled to US as part of migration team to migrate QV process to EXL.
• Completed Yellow belt training.
• Part of the Project team for improving first call resolution rate for the program
• Assisted with data scrubbing and data analyzing for the project. Highlighted potential risk and participated in RCA (5 whys) and brain storming session (Fish Bone)
• Project was successfully delivered with 10% improvement in FCR post the implementation of the proposed solution

Core Responsibilities:

• Acting as second line for the customer if they are not happy with the resolution given by the call handler and requested to speak with the supervisor.

Core Responsibilities:

• Taking inbound calls for a US based insurance process.
• Answering queries in relation to policies and billing process.
• Ensuring first call resolution and customer satisfaction on the calls.