Sharon McDonald
Mumbai
Summary
- Dedicated Customer Service Expert skilled in resolving complex issues, enhancing client experiences, and maintaining high retention rates.
- Utilizing excellent multi-tasking ability and sharp decision-making skills along with sound problem solving ability to positively contribute to organizational profitability.
- Experience in content creation, including writing, editing, and producing high-quality content for various platforms
Overview
22
22
years of professional experience
Work History
Consultant – Central Operations
RELIANCE NIPPON LIFE INSURANCE COMPANY LTD
Mumbai
2024.01 - 2024.04
- Process Improvements - Review all operational processes along with customer communication and suggest areas of improvement in the quality of the contents, improve TAT’s and adopt best practices in the industry with the ambition to be “best in class”
- Complaint Management – Address and resolve customer complaints efficiently, demonstrating strong conflict resolution skills and maintaining positive relationships with the clients while upholding company policies
- Operations Management - Periodic evaluation of existing vendors with reference to the billing and agreements with the aim to bring about cost efficiencies with scale volumes
- MIS, Reporting, Audits - Timely publication of the Senior Management Dashboard on a weekly/monthly basis on key operational metrics
- Conduct root cause analysis and deep dives to fix process gaps, if any
- Lead Internal and external audits for the Operations units.
Senior Manager – Business Operations
DIGITAL CFO INDIA PVT. LTD (IDOS INDIA PRIVATE LTD)
2023.01 - 2023.08
- Manage and co-ordinate internal projects and employees, including resource planning, scheduling and tracking
- Prepare and present regular progress reports, status updates, and executive summaries to stakeholders, highlighting key project metrics, milestones, and risks
- Involved in creating Standard Operating Procedures (SOPs) for internal employees and routine operations, to help with smooth navigation in complex or confusing situations
- Develop and maintain relationships with vendors and other external stakeholders
- Primarily involved in vendor shortlisting and selection, contract negotiations, optimizing costs and tracking their delivery
- Oversee and coordinate the daily operations of the business, including customer service, finance, and recruitment
- Build and maintain strong relationships with key stakeholders, including internal teams, external vendors, and partners, to ensure alignment and effective collaboration.
Manager – Training and Quality
HDFC ERGO GENERAL INSURANCE COMPANY LTD
Mumbai
2014.04 - 2016.08
- Provide organizational leadership to plan and implement strategic training and development opportunities to 500+ staff across sales, customer service, and operations
- Fully responsible for creating and developing training materials, a knowledge management center for key processes and effecting change management in lieu of frequent regulatory changes requested by IRDA
- Develop tele-calling scripts for new product launches to educate customers about the salient features of the product and address customer queries
- Managed a team of trainers and process SMEs to develop the training & process modules and help in the employee accreditation & certification process
- Leading key projects related to continuously improve the training effectiveness across the organization.
Senior Executive - Office of the Customer
TATA AIG GENERAL INSURANCE COMPANY LTD
2004.12 - 2010.04
- Managing IRDA, Legal and Escalated Complaints to senior management
- Interacting with various business and functional groups to ensure smooth & timely resolution of escalated complaints leading to customer satisfaction
- Root Cause Analysis of complaints reported to Senior Management, IRDA, Legal and Ombudsman Cases
- Preparing Pan India Branch-wise MIS reports of complaints and queries to the top management with in-depth analysis and graphical representations
- Personally addressing and handling high severity legal cases for customers at the Corporate Office
- Initiate process improvements and best practices to help in reducing the number of escalations to senior management
- Managing the team activities and share case-studies with teams on a routine basis.
Senior Customer Service Officer-Grievance Cell
ICICI BANK Financial Services LTD
Mumbai
2001.11 - 2004.12
- Prepared Management Information System & Service Level Reports
- Prepared Root Cause Analysis for cases resolved and took preventive measures
- Ensured high customer delight through prompt and apt resolution of customer queries
- Implemented proven Time Management techniques for effective crisis management
- Recommending Process Improvements to the management
- Responsible for handling cases routed directly through Senior Management
- Develop training and monitoring programs for officers to assist them with new systems and processes
- Establish respect and credibility with the officers through effective communication, coaching, and case study of officers with necessary feedback.
Education
Masters in Commerce (Management) -
Mumbai University
Mumbai, MH2004-04
Diploma in Financial Management -
Welingkar’s Institute of Management, Mumbai University
Mumbai, MH04.2002
Bachelors in Commerce (Accounts) -
St. Andrew’s College, Mumbai University
Mumbai, MH04.2001
Skills
- Customer Relationship Management
- Managing high net-worth clients
- Reporting and documentation
- Proficient at multi tasking
- Strong verbal and written communication
- Analytical thinking
- Decision making
- Project Management
References
Can be provided on request.
Timeline
Consultant – Central Operations
RELIANCE NIPPON LIFE INSURANCE COMPANY LTD
2024.01 - 2024.04
Senior Manager – Business Operations
DIGITAL CFO INDIA PVT. LTD (IDOS INDIA PRIVATE LTD)
2023.01 - 2023.08
Manager – Training and Quality
HDFC ERGO GENERAL INSURANCE COMPANY LTD
2014.04 - 2016.08
Senior Executive - Office of the Customer
TATA AIG GENERAL INSURANCE COMPANY LTD
2004.12 - 2010.04
Senior Customer Service Officer-Grievance Cell
ICICI BANK Financial Services LTD
2001.11 - 2004.12
Masters in Commerce (Management) -
Mumbai University
Diploma in Financial Management -
Welingkar’s Institute of Management, Mumbai University
Bachelors in Commerce (Accounts) -
St. Andrew’s College, Mumbai University
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