Noor Mohammed

Achievements:

Analyzed renewal data to identify trends, opportunities, and challenges, informing strategic business decisions.
- Implemented effective retention strategies, resulting in a significant reduction in customer churn.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolution and customer satisfaction.
- Developed and executed targeted marketing campaigns to promote health insurance products, driving sales growth.
- Ensured compliance with regulatory requirements, maintaining high standards of operational integrity.

Leadership and Development:

- Mentored junior team members, providing guidance and support to enhance their skills and knowledge.
- Fostered a culture of continuous improvement, encouraging team members to share ideas and suggestions.
- Conducted regular performance reviews, providing constructive feedback to drive employee growth.
- Developed and implemented training programs to enhance team members' product knowledge and sales skills.
- Recognized and rewarded team members' achievements, motivating them to achieve excellence.

Operational Excellence :

Streamlined renewal processes, reducing processing time, and increasing efficiency.
- Implemented quality control measures, ensuring accuracy and attention to detail.
- Coordinated with internal stakeholders to resolve operational issues, ensuring seamless service delivery.
- Analyzed and mitigated risks, ensuring business continuity and minimizing potential losses.
- Developed and maintained dashboards to track key performance indicators (KPIs), informing data-driven decisions.

- Ability to drive performance and improvements through positive conversations
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
Ensure service delivered to the client's meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.

- Effective performance planning for self and team, time management and self-organization
Communicate expectations to employees and provide timely updates.
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

- Coaching and Feedback
Effectively coach direct reports on the Team performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.

- Ability to achieve stretched targets and able to take decisions and manage complex/ difficult employee's situation

- Handle escalations : Team and Client.
Provide subject matter expertise in handling Escalations.

- Understanding Metrics and Driving Improvement for the same.
Stay current on internal work processes, policies and procedures. Attend required manager development training.

- Managing and amending daily schedules based on real time demand and Maintaining and drive leave planner and drive schedule efficiencies.

- Makes appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required.

- Manages client needs and escalations according to established escalation process. Also maintain error free MIS, NPS and C-sat.

- Ensures client and company's goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels.

- One-on-one performance coaching, personnel development, Skills assessment, and gap analysis of the team.
- Ensuring diligent execution of work assigned by the seniors and regular updates to seniors.

- Provide Inputs and involve in the Product or Tool development and provide necessary guidance to the seniors as and when required.

- Training new team members during execution of assignments
- Continuous process improvement and team enhancement and Collaboration , Communication in a cooperative environment.
- Succession planning and individual development.

- Established work procedures and processes that support company and departmental standards, procedures, and strategic directives.
- Managed talent through coordinating and facilitating training and identifying development needs.

- Provided statistical and performance feedback and coaching, and administered performance reviews for skill improvement.

- Ensures client and company's goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels

- Established work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Managed talent through coordinating and facilitating training and identifying development needs.

- Provided statistical and performance feedback and coaching, and administered performance reviews for skill improvement.

- Provided statistical and performance feedback and coaching on a regular basis for each team member.

- Ensured employees have appropriate training and other resources to perform their jobs.

- Responded to and resolved employee relations issues expressed by team members.

- Created and maintained a high-quality work environment so team members are motivated to perform at their highest level.

- Prepared warnings and communicated effectively with employees on warnings and made effective/appropriate decisions relative to corrective action as required.

- Providing employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Established work procedures and processes that support company.

Delivered quality service with friendly and professional demeanor.

Defined and documented technical best practices.

• Participated in various incentive programs and contests designed to support achievement of production goals.

• Maintained 100% high departmental standards for quality and productivity metrics.

- Thrive in inclusive environment that encourages diversity, balance, teamwork, and innovation.

- Appropriately documented all transactions and pertinent interactions. Managed customers' expectations and experience to high degree of customer satisfaction.

- Identified and solved technical issues with several diagnostic tools. Followed up with clients to ensure optimal customer satisfaction.

- Remained up-to-date with latest technologies and solutions applicable to company products. Worked closely with team members to meet or exceed all customer service requirements.

- Researched, troubleshot and resolved complex problems independently.

- Managed customers' expectations and experience. Identified and solved technical issues with several diagnostic tools.

- Remained up-to-date with latest technologies and solutions applicable to company products.

- Researched, troubleshot and resolved complex problems independently. Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Evaluated component materials against paperwork.
• Checked production performance to guarantee compliance with process standards.
• Maintained quality management structure by conducting continuous reviews.
• Inspected non-conforming parts and conducted Root Cause Analysis (RCA).