Rubi Kushram

Roles and Responsibilities:

• Subject Matter Expert (SME): Provided expert guidance and support to colleagues, conducted training sessions, created process documentation, and resolved complex queries.
• Managed and resolved customer inquiries regarding life insurance policies.
• Team Leadership: Managed and guided four sub-process teams, acting as the point of contact for escalations, queries, and process improvements.
• Initiated consistent team meetings to encourage collaboration. Encouraged employees to reach their fullest potential.
• Client Reporting: Prepared and presented detailed decks summarizing team performance, quality performance metrics, and presented findings and recommendations to clients.
• Persuasively communicated vital information on a monthly basis
• Participated in regular team meetings and provided input on ways to improve existing processes.
• Escalation Management: Performed Root Cause Analysis (RCA) on escalated cases, identifying root issues, and implementing preventive measures.
• Policy Management: Verifying agent license validity through Agent code and updating in the Marketing license system, ensuring compliance and accuracy.
• Maintained accurate records of all transactions related to processes in accordance with company guidelines.
• Ensured adherence to company policies and industry regulations in policy review
• Team Development: Provided ongoing support and feedback to teammates, ensuring continuous improvement in quality and productivity.
• Resolved customer concerns swiftly and effectively
• Guided new employees on company policies and procedures