Sangeetha M

Core Responsibilities:

• Provided frontline customer support for the LSE website using Salesforce, handling a variety of client inquiries across multiple support channels (email, live chat, phone).
• Guided users on effective trading practices and platform usage, contributing to an improved customer experience.
• Delivered Level 1 (L1) technical support for LSEG core products, diagnosing and resolving technical issues remotely using Microsoft Teams and third-party tools.
• Managed product installations and upgrades, adhering to internal protocols, and maintaining high service standards.
• Investigated and resolved application malfunctions, minimizing repeat incidents by identifying root causes, and applying long-term solutions.
• Coordinated with cross-functional teams (e.g., data management, entitlement, technical support, application data transfer) to resolve issues affecting service continuity and real-time data accuracy.
• Escalated complex cases to Level 2 (L2) support, gathering system logs, and assisting with troubleshooting for efficient resolution.
• Worked with IT teams to facilitate bulk product installations, checking client-side security settings, firewalls, and URL whitelisting.
• Took ownership of Quality Management (QM) responsibilities: allocating daily tasks, monitoring case flow, and ensuring the timely resolution of support tickets.
• Collaborated with management to create and maintain team rota schedules, optimizing coverage and workload distribution.
• Trained and mentored new team members, supporting faster onboarding and knowledge retention.

Key Achievements and Awards:

• "Silver Quest Certified" –Recognized for demonstrating advanced technical expertise and internal process mastery.
• "Star Performer" - Recognized for quality and work performance.
• "Gold Award" – Received multiple times for having consistently exceptional performance.
• Enhanced Customer Experience – Delivered fast, effective solutions that improved client satisfaction across global markets.
• Efficient Team Integration – Successfully trained new hires, improving team performance, and reducing onboarding time.
• Improved Workflow Efficiency – Streamlined task allocation and internal coordination, reducing issue resolution time.
• Data Accuracy Advocate – Resolved discrepancies in market data, improving real-time pricing accuracy, and building customer trust.

Core Responsibilities:

🔹 Claims Lodgment & Settlement

• Accurately recorded insurance claims, with detailed incident descriptions, and forwarded them to the investigation team.
• Processed claim settlements based on investigative findings, ensuring compliance with policy terms, and customer satisfaction.

🔹 Quoting

• Prepared competitive insurance quotes by comparing premiums from various insurers, and advised clients on the most suitable options.
• Modified and updated quotes based on client requirements, and issued amended premium details accordingly.

🔹 Policy Renewals

• Handled annual policy renewals by invoicing through IBAIS, ensuring alignment with client instructions.
• Compiled and saved renewal packs (including invoices, closing documents, and email drafts) for executive review before dispatch to clients and insurers.

🔹 Endorsements

• Made mid-policy adjustments as per client requests, and distributed updated documentation to all stakeholders.
• Executed policy changes reflecting updated turnover and wage details, maintaining compliance and accuracy.

🔹 Cancellations

• Managed mid-term and full-term policy cancellations efficiently.
• Issued and shared relevant invoices and closing documents with clients and insurers.

Team Leadership & Process Optimization:

• Led and managed a team of 10, resolving process-related queries, and mentoring team members.
• Conducted training for new joiners, supported certification preparation, and enabled a smooth transition into production roles with high-quality standards.
• Regularly shared production and quality reports with the onshore team, weekly and monthly.
• Implemented process development initiatives to streamline workflows and improve operational efficiency.
• Provided daily updates on volumes received and completed to maintain transparency and performance tracking.

Key Achievements and Awards:

• Shining Star Award: Recognized for being the top performer in the team three times.
• Ingenious Award: Recognized for receiving good feedback from the onshore team.
• Super Star Award: Recognized three times for handling and converting a pilot project to a BQA process successfully on multiple occasions.
• Star of the Month: Eight times during my time with Gallagher, recognized for giving Kaizen ideas for process improvement.