SIBI SIMON
Senior Quality Analyst - Team Leader
Trivandrum
Summary
Experienced professional seeking middle management role in Operations to lead client-based projects. Over 10 years of expertise in Operations, Process Management, Quality Management, Customer Relationship Management, and Team Management. Skilled in production management, ensuring SLA and quality standards are met. Dedicated to providing exceptional customer service, building positive relationships, and surpassing expectations. Proficient in team management, motivating staff for operational success, and implementing service standards and operational policies for business excellence. Strong communicator with excellent presentation skills and a history of leading successful teams.
Overview
15
15
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Quality Specialist
RR Donnelley
05.2015 - Current
- Part of pilot team of RRD's first core Insurance Project.
- Travelled twice to USA on 2016 & 2017 as part of transition and successfully transitioned 24 process for various Insurance Markets.
- Holds valid USA Business Visa till 2026.
- Collaborate with the team and client to develop efficient methods for handling insurance tasks.
- Identified and resolved application discrepancies for accuracy and compliance with relevant Insurance regulations.
- Expert in handling all the insurance activities such as Quote, Underwriting, Policy Issuance, Endorsements, Renewals and Cancellations.
- Handled accounts in both Property & Casualty and Commerical Auto Policy.
- Monitor the client satisfaction and develop increasing it on day-to-day life by implement easy and innovative ideas in process.
- Assist in creating new methods for delivering satisfactory service to irate & problematic customers.
- Maintaining high quality of productions and clear the inventory within the TAT.
- Monitor the inventory in every hour and ensure to clear the most priority tasks to achieve the TAT promised to the client's.
- Train and supervise new colleagues and help them to get on board in day-to-day team client service activities.
- Performs miscellaneous job-related duties as assigned by Managers.
- Assist the Manager to control business priorities through planning and checking on tasks and targets.
- Prepares routine daily reports such as production trackers, TAT trackers, Audit sheets and Quality reports.
Claims Assistant
Allianz Cornhill
08.2014 - 01.2015
- Ensure that all the required KPT's are met month on month.
- Handle Incoming telephone calls and make outbound calls.
- Work collaboratively with own team members & other teams to drive process improvements.
- Ensure appropriate documentation is done on the relevant system while processing claims.
- Take responsibility for ensuring own development and assist training of less experienced staff.
- To complete AD-HOC tasks as requested by Line Manager.
- Ensure compliance with all the requirements as per the different compliance standards that ACIS follows (QMS, ISO, ISMS, eSCM etc).
- Ensure adherence to Claims Learning Roadmap by clearing off the mandatory excellence In Claims assessment.
- Add value to the existing process and gain knowledge on claims by working in various teams within Trivandrum CHC.
- Maintained strong relationships with service providers for seamless coordination during claim resolutions.
- Coordinated effectively between multiple departments such as underwriting, finance and legal teams ensuring smooth flow of information throughout the claims process.
Sr. Customer Service Associate
RR Donnelley
01.2012 - 07.2014
- Company Overview: RR Donnelley (RRD) (www.rrd.com)
- Managing job queue, floor operations, different work streams, people, clients and job allocation.
- Ensuring adherence to Service Level Agreements in respect of quality, productivity and on time delivery.
- Monitoring and motivating the team, taking corrective actions where necessary and reviewing the performance of team members.
- Creating, recording and maintaining of operational data.
- Creation and distribution of reports in a timely fashion.
- Coordinating with support services for smooth functioning of daily operations, working towards process improvement, arranging and coordinating recreational activities for the team.
- RR Donnelley (RRD) (www.rrd.com)
Sr. Consultant (Pre-sales)
Sutherland Global Services
03.2010 - 11.2011
- At Cisco:- Provide expert advice on Cisco's Networking solutions through the Presales department for US, Canada and Australia.
- My responsibilities involve configuring networks for prospective clients in US & Canada by analyzing their network requirements and providing the most cost effective Cisco solution, catering to all client requirements.
- Lead generation and follow up from lead are key aspects of Pre-Sales that we are to ensure. All generated sales leads are forwarded to Cisco partners or the inside sales department for further processing. I am to ensure all leads are directly transferred to Cisco partners or the Inside sales, if a follow up has not been done.
- Provide support services to Cisco Partners, resellers, Government organizations as well as End users. This requires me to have an excellent or above knowledge on Cisco products and services.
- Providing training for new recruits, auditing quality & outlining methods for performance improvement as well as lead targets. I have undergone rigorous training from US in this regard & as of today I would explain my quality to be on par with the expectations of Cisco. Research & update new product releases from Cisco and educate my team on key features, technology differences, viability for the future compared to previous releases.
- At ATT:- Locate and remove the viruses, and install and configure the anti-virus software.
- Remove adware/spyware, and install/configure anti-spyware software and take steps to minimize pop ups.
- Set up and configure home networks (including wireless networks) - including network security settings!
- Fix email and software problems.
- Fix printer, scanner, digital camera, and other peripheral device problems.
- Help set up many popular MP3 players, PDAs, and other mobile devices.
- Tune up your PC to help speed up your computer and improve performance.
- Ensure standard maintenance and OS updates/patches are installed.
- Install and configure new software applications and hardware.
- Assist in transferring data from one PC to another.
- Set up security for wireless networks.
- Address error messages, frozen screens and much more.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
Education
MBA - Operations
ICFAI
B.Tech - Electronics & Communication
CMJ University
XII - Biology
St. Mary's Higher Secondary School
Skills
Underwriting standards
Interests
Swimming
Driving
Browsing
Career Abridgement
A competent professional with 10 years of experience in Operations, Process Management, Quality Management, Customer Relationship Management and Team Management., Well versed in production management and effective management of processes with respect to SLA and quality guidelines., Dedication to exceptional customer services, able to cultivate positive rapport and nurture relationships by offering services beyond expectations., Deftness in managing & motivating teams for running successful operations & extensive experience of service standards & operational policies for business excellence., Effective communicator with presentation skills & abilities in leading teams., Seeking a middle management position in Operations to lead, coordinate, and manage client-based projects.
Qualification Highlights
- Quick learner with an ability to rapidly achieve organizational integration, assimilate job requirements and employ new ideas, concepts, methods and technologies.
- Experienced in win-to-win negotiation talks with customers and won a lot of customer appreciations.
Certification
Certified Insurance Service Representative (CISR)
Language
English - Expert
Malayalam - Expert
Tamil - Proficient
Disclaimer
I hereby declare that all the information given above is complete, correct and true to the best of my knowledge.
Timeline
Certified Insurance Service Representative (CISR)
06-2024
Senior Quality Specialist
RR Donnelley
05.2015 - Current
Claims Assistant
Allianz Cornhill
08.2014 - 01.2015
Sr. Customer Service Associate
RR Donnelley
01.2012 - 07.2014
Sr. Consultant (Pre-sales)
Sutherland Global Services
03.2010 - 11.2011
B.Tech - Electronics & Communication
CMJ University
XII - Biology
St. Mary's Higher Secondary School
MBA - Operations
ICFAI
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