ASSVENY A/P SOOSAIDASS
Insurance Operation Associate
Puchong
Summary
To obtain a full-time position in a organization which offers a professional working environment and enables me as a graduate to grow while meeting the corporation's goals. A growth oriented challenging career in the fields of, risk management wherein I can apply my analytical skills, problem-solving skills and application knowledge for the continuous development of the organization.
Overview
15
15
years of professional experience
12
12
Certifications
Work History
Senior Insurance Ops Associate
MSIG INSURANCE (HK) -Accenture
06.2024 - Current
- Validate and enter customer proposals, applications, and transactions into the designated policy processing system for specific lines of business.
- Ensure adherence to processing turnaround times for policy applications and transaction processing
- Generate quotations, new policies, renewals, endorsements, cancellations, and perform administrative tasks for consumer line products per the agreed Standard Operating Procedures.
- Communicate effectively, both verbally and in writing, with relevant stakeholders, including Underwriters and clients, to gather necessary information for policy administration and servicing.
- Organize and maintain electronic databases, including performing data input and ongoing maintenance tasks.
- Investigate and rectify any reword issues to ensure process accuracy and Efficiency.
- Reason for leaving: Contract is Ending due to business requirement
- Last withdrawn salary: RM4,500.00/month
Customer Experience Specialist
TDCX
03.2022 - 04.2024
- Secure service appointments
- Attending Inbound Calls
- Perform Outbound Calls based on tasks assigned
- Attending e-mail enquiries - Communicating with our customers and attending to all enquiries through E-mail function
- Attending Instant Messaging App / Calls enquiries – Communicating with our customers and attending to all enquiries through Instant Messaging App / Calls function
- CRM Data Validation – Ensuring customer data accuracy within our database
- Complaint Handling / Management – Highlight / escalate complaints to the relevant department for their immediate attention and action and logging the same in our system for follow-up
- Sales Lead Verification – Verifying Sales Leads received from Purchasing Team and communicate the same with customers
- Voice of Customer (VOC) Surveying – Performing customer satisfaction surveys to our customers
- Reason for leaving: Looking for job enhancement and better offer
- Last withdrawn salary: RM3,800.00/month
Senior Customer Service Executive
AIA SHARED SERVICES
01.2018 - 10.2021
- Ensure customers' enquiries and requests are handled as per the stipulated performance standards and benchmarks.
- Resolve customers' problems or complaints by applying appropriate skills and manage service inquiries and disputes arising from the customers
- Ensure all customer interactions are captured and logged in CRM system
- Ensure meeting personal service targets in achieving service, productivity and quality assurance level.
- Provide feedback on customer's comments to Assistant Manager for service improvement.
- Follow up on all pending cases and ensure customers are updated on the resolution.
- To complete all outbound calls assigned, handle other assignments and/or ad hoc projects as and when required.
- Maintain amicable work relationship with other members of the Call Center and business partners.
- Reason for leaving: Looking for job enhancement and better offer
- Last withdrawn salary: RM3,500.00/month
Customer Service Officer
ACCENTURE (GRAB PROJECT)
03.2015 - 01.2017
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Guiding customers (drivers’ partners and passengers) in using Grab mobile application.
- Manage service inquiries and disputes arising from the customers
- Maintain good relationships and community building efforts with Grab's customers
- Perform administrative tasks invoicing drivers’ partners account, such as changes in information, etc.
- Support other departments Campaigns when the need arises
- Ensure performance metrics of the contact centres are met consistently, including adapting to changing environment
- Ability to handle difficult issues and manage in changing environment
- Built positive and consistent customer experience via the voice channels
- Be creative and proactive in making change happen to improve the experience of customers as well handling operational situations.
- Reason for leaving: Company is shifting
- Last withdrawn salary: RM3,000.00/month
Customer Advocate
ASTRO
02.2013 - 01.2015
- Handle all levels of customer queries
- Identify and handle customer inquiries effectively and accurately to the satisfaction of customer
- Prepare monthly reports and shift schedule
- Ensure that all actions taken to handle a customer's enquiry/ problem/ complaint are following the company's standard operating procedures & policies, and to escalate the matter to the relevant higher authorities in the event of exceptions
- Handle all assigned responsibilities and duties on a timely manner and achieve pre-determined individual as well as team targets based on goals and KPIs while adhering to qualifying criteria
- Manage the on-boarding of new clients. Take hand-off action items from sales, coordinate and lead client orientations, and communicate client expectations and needs to all affected teams in a timely manner
- Contribute to a self-service knowledge base of common customer inquiries
- Reason for leaving: End of contract
- Last withdrawn salary: RM2,100.00/month
Customer Service
AEGIS
01.2011 - 12.2012
- Handle customers' phone inquiries at a call center for a range of products and services
- Achieve sales targets through inbound and outbound calls to acquire new and re-contract Cable TV, Max Online, and Mobile subscriber.
- Explain promotions and service packages to current and potential customer Keep close track of leads and conduct follow ups with customers for closure of sales
- Provide professional consultation and excellent customer service through the phone
- Reason for leaving: End of contract
- Last withdrawn salary: RM1,800.00/month
Education
Diploma - Risk Management
Putra Intellect International College
Bandar Puteri, Puchong11-2011
Sijil Pelajaran Malaysia (SPM) - undefined
Sek. Men. Keb. Assunta
Petaling Jaya, Selangor Darul Ehsan01-2008
Skills
MS office
Computer skills
Problem-solving abilities
Time management
Data entry
Preparing reports
Management support
Customer service
Workplace safety
Certification
Certificate of attendance: Personal Grooming Workshop (2010)
PERSONAL PROFILE
- NRIC: 911028-10-5718
- Date of Birth: 28th Oct 1991
- Age: 35
- Gender: Female
- Nationality: Malaysian
- Place of birth :Assunta Hospital
- Race: Indian
- Religion: Christian
- Marital Status: Single
- Address: NO.5,Taman Mutiara Indah,Jalan Mutiara 2/12, 47100 Puchong, Selangor Darul Ehsan.
KNOWLEDGE OF SUBJECT AREAS IN
- English Language and Communication
- Principal of Management
- Introduction to Statistics
- Business Mathematics
- Business Accounting
- Principles of Financial Management
- Public Relation
- Human Resource Management
- Operational Risk Management Principle of Risk Management
- Organizational Behaviour
- Decision Making & Problem-Solving Mediation & Counselling
- Introduction to Law & Criminal Law
- Principles of Law Enforcement & Criminal Justice
- Criminal Procedure & Law of Evidence
- Principle of Investigation
- Computer Fundamental
- Health & Safety Management
- Crisis Management
PERSONAL STRENGTH
- Independent and able to organize job based on priority.
- Able to communicate effectively with people from various backgrounds.
- Fast learner and have creative thinking and problem-solving skill.
- Have good time management skill.
- Friendlier and able to work in team.
MISCELLANEOUS
- Availability: Any time
- Expected Salary: RM4,700-RM4,900 per month
Timeline
Senior Insurance Ops Associate
MSIG INSURANCE (HK) -Accenture
06.2024 - Current
Customer Experience Specialist
TDCX
03.2022 - 04.2024
Senior Customer Service Executive
AIA SHARED SERVICES
01.2018 - 10.2021
Customer Service Officer
ACCENTURE (GRAB PROJECT)
03.2015 - 01.2017
Customer Advocate
ASTRO
02.2013 - 01.2015
Customer Service
AEGIS
01.2011 - 12.2012
Sijil Pelajaran Malaysia (SPM) - undefined
Sek. Men. Keb. Assunta
Diploma - Risk Management
Putra Intellect International College