Reena Peter

• Manage a team of 16 members as part of compliance management.
• Approving auditor's expenses for payment.
• Communicating with the auditors via emails for any discrepancies in the expense report.
• Making sure all the documents received are accurate and eligible for payment.
• Ability to motivate team members on performance, Excel.
• Providing data and analysis to support the category's performance and creating detailed reports of production metrics with efficiencies.
• Process flows and SOPs for new projects.
• Review team's progress against objectives and personal development plans on a periodic basis by having regular feedback sessions and coaching.
• Work towards attaining 100% accuracy by coaching and real-time feedback.
• Ensure errors are eliminated by analyzing the problem to make effective decisions with permanent resolutions.
• Reduce duplication of effort and optimize it for the work done in Perry Johnson Registrars by working on defined projects to achieve the target by effective planning, staying focused on projects, and objectives.
• Providing the higher management with historical trends and miscellaneous reports to ease in decision making.
• Implementation of process improvement methodologies to maximize production, adhering to the quality standards.

• Handling technical queries.
• Respond to customer inquiries and provide technical support in a timely and professional manner.
• Timely solving of client queries.
• Preparing Process Knowledge Test for the team.
• Monitoring the process.
• Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
• Research, diagnose, document, and resolve technical issues related to software and hardware problems.
• Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.
• Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
• Follow up with customers to ensure their technical issues have been resolved, and their satisfaction is met.
• Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
• Stay up to date with the latest technology trends and updates to provide accurate and effective technical support.
• Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
• Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.

• Create and maintain customer accounts, and serve as the primary point of contact between clients and the organization.
• Processing accounting details of clients.
• Timely solving of client queries.
• Preparing Process Knowledge Test for the team.
• Training and monitoring.
• Handling Quality audits and training.
• Communicate regularly with clients and address their concerns, keeping track of transactions and payments.
• Collaborate with several departments to manage client accounts and multitask between several roles.
• Stay up to date with current and prospective company accounts, monitor client communication, respond to calls or emails, create company invoices, and record all client transactions.
• Maintain records for client accounts and audit them regularly, and collaborate with various departments to better serve client needs, including accounting and marketing.

• Worked in AXA UK Life Insurance from 2007 to 2010 and in AXA UK Motor Insurance from 2010 to 2014, with sufficient knowledge about the insurance market in the UK industry.

Job Profile as a Quality Auditor/Coordinator:

• Ensuring quality audits are done on a daily basis to all those who are accredited in the process.
• Conduct mock auditing for the team, and ensure that the team is aware of the quality aspects of the company.
• Monitoring insurance policies of clients.

Job Profile as a Quality Specialist:

• Process cases for set target.
• Maintained quality of 100%.
• Maintained utilization of 80% with a productivity of more than 100%.
• Ensure all cases are dealt with on a first-in, first-out (FIFO) basis.
• • Managing daily pipeline and allocating the cases to the team members and ensure no cases have missed their TAT (Turn Around Time).
• Prepare reports such as Renewals report, failed batches report, and the daily report, and send them to the UK on a regular basis.
• I have been accredited in 10 processes in Motor Insurance and have regularly contacted the UK in case of any process changes.
• I was one of the Fun Committee Members and have conducted fun activities, trips, and other team-building activities for the team.

Job Profile as a Trainer:

• Deliver training to new joiners, as well as refresher trainings to the team.
• Ensure accreditation norms are met as per the ISO standards.
• Preparing Process Knowledge Test for the team.