RATHEESH RAJ

• Led cross-functional teams to enhance workflow efficiency and reduce turnaround time.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Developed and implemented strategies to maximize customer satisfaction.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
• Reduced turnaround time for project completion through effective resource allocation and team management.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

As SCRUM Master

• Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
• Determined root cause of problems and issues to implement courses of action required to implement solutions.
• Experience in JIRA tool – Creating Sprint, Epics, and Issues assigning them to teams based on components
• Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
• As Project Manager
• Identified plans and resources required to meet project goals and objectives without sacrificing build quality.
• Developed and implemented strategic project plans to meet business objectives.
• Provided detailed project status updates to stakeholders and executive management.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Data Management & Additional Roles
• Train and support the developer to create chatbots in both Yellow & MS teams environments, train bots, and transfer them to the QA before delivery to the customer
• Create monthly billing data, based on timesheet per region and projects for whole PMO team share to management in visual dashboards in Excel and Power Bi
• Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality.

• Underwriting Assistance
• Supported review, acceptance or denial of new or renewal business after carefully reviewing all information.
• Documented underwriting decisions and provided evidence of compliance with applicable regulations.
• Collaborated with other professionals to develop innovative underwriting solutions.
• Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
• Expert on all insurance activities and deals with both Auto and Property Casualty sectors for customers in U.S
• Expert transition knowledge in Insurance and controlled and handled different insurance market processes simultaneously and used resources according to requirement
• Train and supervise new colleagues about insurance activities like – Quotes, Binding, Invoicing, Issuance, Endorsements, Cancellation, Reinstatement, Claims & Renewals, etc..
• Queue Management
• Responsible for monitoring queues and assigning tasks to appropriate personnel and functional teams
• Attention to detail and ability to work effectively under pressure while communicating to managers, and team leads and ensuring that all tasks are completed correctly and within SLA
• Follow FIFO methodology while allocating and planning queue, monitor queue bi-hourly , identify challenges to avoid SLA misses, and share advance information with managers and Clients
• Proactively identify challenge and communicate with Client to maintain transparency with everyone involved in processes
• Quality Management
• Lead Site Quality Management including CAPA, Documentation, and Complaints Management o Drive continuous improvement and best practices in site Quality systems
• Implement new innovative ideas to reduce human efforts to minimize the AHT and QUALITY errors
• Maintaining high quality in productions and clearing inventory within TAT by monitoring on hourly basis.
• Innovation & Idea Management
• Innovation as key point included more value-added and efficient methods to minimize time spent on different task types and training – Benefits to Client and to organization
• Initiate bright idea discussion among team members and identify process improvement ideas for team and client
• Collaborate with team and client to develop efficient methods for handling insurance tasks

• CEM Operations - CRM, Email and Chat Support
• Documented and detailed calls and complaints using call center's CRM database.
• Worked in different CEM operations departments, including inbound call, Email, and Chat support
• Resolve customer queries, requests, and complaints related to all types of general insurance policies and claims
• Trained and mentored 30 new personnel hired to fulfill various roles.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

• Introduced new methods, practices, and systems to reduce turnaround time.
• Operate and Manage the construction project of the Dubai Mall & Parking Area by coordinating with all levels of employees.
• Attending client meetings on behalf of MD. Reporting to Project Manager.
• According to project requirements increase number of laborers after PM approvals.
• Update project work status and requirements to client Dutco Balfour Beatty, Dubai
• Distribution of Salary and payments to all subcontractors and their employees
• Conduct site inspection twice week and update progress status with PM and MD

• Coordinated operations with other emergency service groups.
• Prepared and submitted detailed reports regarding assignments and ongoing investigations.
• Conducted trade Verification in customer's Trading account.
• Complaint resolution of customers’ trades in both BSE and NSE markets.
• Collide all completed reports and send daily MIS to management also maintain till every month completion.

• Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
• Managed payroll operations for team of 45 employees.
• Collected and reported monthly expense variances and explanations.
• Initiated comprehensive account assessments to check viability, stability, and profitability of business operations.
• Compiled general ledger entries on short schedule with 100% accuracy.
• Trained new employees on accounting principles and company procedures.
• Provided journal entries and performed accounting on accrual basis.