Sayoni Mondal

• Project Planning & Coordination: Developed and maintained detailed project plans, timelines, and resource allocations to guide project execution.
• Budget & Resource Management: Support financial tracking, cost analysis, and resource utilization to ensure projects stay within budget.
• Risk & Issue Management: Identified potential risks and issues, maintained logs, and contributed to mitigation planning to minimize project disruptions.
• Process Improvement: Analyze project data to identify inefficiencies and recommend process enhancements.
• Reporting & Documentation: Prepare regular status reports, dashboards, and presentations for stakeholders and senior management.
• Stakeholder Communication: Facilitated meetings and maintained communication channels to ensure alignment and engagement across teams.

• ServiceNow Expertise: Utilized ServiceNow ticketing and resolution tools to manage workflows, prioritize tasks, and streamline issue resolution.
• Data Management: Worked extensively in SAP CRM portal to resolve data-related issues for retail customers, ensuring accuracy, consistency, and compliance.
• Implemented best practices in data handling and ticket management, enhancing turnaround times and customer satisfaction.
• Led Level 2 (L2) support team of 17, ensuring timely incident resolution and service request fulfillment through service-now tool/portal.
• Coordinated with business stakeholders and technical teams to resolve complex issues.
• ServiceNow & Hadoop Reporting: Prepared and automated MSR (Monthly Status Reports) and WSR (Weekly Status Reports) using ServiceNow and Hadoop tools, providing clear insights into performance and issue trends.
• Earned several awards and commendations from clients for exceptional performance and service delivery.

• Data Accuracy & Compliance: Investigated discrepancies, validated customer data, and ensured compliance with regulatory and customer service standards.
• Process Optimization: Streamlined workflows, reducing billing errors and enhancing turnaround time for issue resolution.
• Customer Issue Resolution: Specialized in resolving unbilled customer cases, ensuring accurate billing for both CNI (Commercial & Industrial) and retail customers.
• Client Impact: Ensured timely and correct billing, directly contributing to improved customer satisfaction and reduced revenue leakage.
• Ombudsman Case Handling: Resolved ombudsman-referred billing disputes, identified root causes of billing leakages, and implemented corrective measures to protect revenue.
• Identified and resolved issues through root cause analysis to improve billing processes.

• Oversaw customer data management and billing systems to enhance efficiency and accuracy.
• Coordinated communication with stakeholders to ensure clarity and alignment on billing issues.
• Drove process improvement efforts to streamline workflows and reduce errors.
• Key Skills

• Oversaw daily office administration, ensuring operational efficiency and adherence to company policies.
• Managed office records and correspondence, providing essential administrative support to facilitate management.
• Supervised housekeeping staff and coordinated office logistics, fostering a professional and organized workplace.
• Held this role for a few months, contributing to organizational efficiency and operational support.

• Policy File Management: Oversaw documentation processes, verified customer details, and ensured proper record-keeping of insurance policies.
• Progressed to the role of Operations Executive and leveraged operational expertise to support sales teams and drive business growth.
• Assisted agents with policy-related queries and coordinated with operations teams to facilitate customer onboarding and servicing, enhancing overall client experience.
• Logged, corrected, and maintained policy files to ensure accuracy and compliance.
• Operations Coordination
• Customer Service & Client Support
• Team Collaboration & Agency Management

Operation Coordinator – Max New York Life Insurance Co. Ltd Key Skills

• Facilitated strong client relationships, supporting sales teams in meeting business targets through effective communication and engagement.
• Coordinated between sales and operations teams to ensure seamless execution of policies and delivery of customer service.
• Supported business development efforts through effective sales assistance and coordination.
• Oversaw customer support, enhancing operational efficiency in the office.
• Facilities & Staff Management: Oversaw housekeeping staff and office logistics, ensuring smooth functioning of workplace facilities and maintaining a professional environment.
• Streamlined office administration processes to enhance coordination and efficiency.
• Worked with team to foster collaboration and enhance project outcomes.

• Front Office & Administration: Managed reception duties, scheduled appointments, and handled correspondence to ensure efficient office operations.
• Facilitated administrative tasks for management and staff to promote efficient workflow across departments.
• Customer Interaction: Addressed client queries and coordinated with appropriate teams to enhance customer satisfaction.
• Customer Service & Client Support
• Career Start: Joined immediately after graduation, launching professional journey in administration and coordination.