NAIGILE DOMINIC

Roles and Responsibilities

• Handling data operations for Ireland's clients, customers, and brokers for Aviva Life Insurance and Pensions across three teams, and in charge of assigning relevant tasks to junior counterparts based on their area of expertise.
• Managing and completing assigned tasks, which involve data operations such as providing policy estimations and details, changing addresses, amending dates of birth and retirement ages, and increasing and decreasing policy premiums.
• Applying customer payments to their pension policies by validating the source of funds.
• Delegated cases to teammates in the absence of the Team Leader, ensuring seamless operations.
• Conducted root cause analysis and corrective actions for breaches, enhancing team performance.
• To effectively address customer inquiries.
• Prepared monthly missed case analysis reports to identify trends and improve processes.
• Managed escalations and maintained promised turnaround times to uphold service standards.
• Completed complex and long-pending tasks of the team, saving costs to the company by ensuring the Service Level Agreement is met.
• I have experienced and learned from different scenarios to solve queries, and I have adeptly learned different product details.

Accomplishments

• Facilitated seamless system transitions during Aviva's acquisition of Friends First by actively engaging in training and support.
• WCT Certified Trainer.
• Trained and mentored 14 team members, enhancing skills and performance across senior and junior levels.
• Recognized as Employee of the Quarter with the League of Champion award for exceptional contributions.
• Achieved top performer status by consistently surpassing team targets and contributing to success.
• Facilitated the team's early return to normal operations by providing extended support and working overtime, enhancing overall productivity.
• Resolved queries promptly to prevent escalations and breaches, ensuring smooth operations.

• Trained in and worked under contract for a Business Process Management organization handling data operations for Irish clients, customers, and brokers for Life Insurance and Pensions.
• Completing assigned tasks, which involve data operations such as providing policy estimations and details, changing of address, amendments of date of birth, and retirement age.

Accomplishments

• I saved time and resources for the company by getting trained in all tasks in the team within six months, and ensured that the agreed level of accuracy was met.
• Improved customer satisfaction by quickly and effectively addressing inquiries.
• Recognized as the Employee of the Quarter two times in ten months.