Microsoft excel
NOR RAMIZAH BINTI ABD RAZAK
CLAIM MANAGER (SYSTEM)
Cheras,10
Summary
- Proficient Claims Transformation & Customer Experience Manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in system improvement (claims)
- Insightful Manager with experience directing and improving operations system. Ensure that all systems are running efficiently and effectively. This would involve troubleshooting any issues that arise and implementing solutions in a timely manner.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Resourceful Project Manager with 3 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget, and financial management.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Major Claim Manager
Prudential Assurance Berhad
05.2023 - Current
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Performed internal system acceptance to deliver well-tested enhancements (UAT) and meet business requirements.
- Provided technical support for end-users, resolving issues promptly and effectively.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Reported regularly to managers on project budget, progress, and technical problems.
Complaint Coordinator (Major Claims)
Prudential Assurance Berhad
05.2020 - 05.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Achieved positive resolution outcomes by mediating disputes between customers and company representatives.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Offered advice and assistance to customers, paying attention to claim experience.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Streamlined complaint processes for increased efficiency and quicker resolution times
- Promptly responded to inquiries and requests from prospective customers
Assistant Manager (Healthcare)
Prudential Assurance Berhad
05.2015 - 05.2020
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Monitored project progress, identified risks and took corrective action as needed.
Claim Executive (Healthcare)
Prudential Assurance Berhad
04.2011 - 05.2015
- Conducted risk assessments for clients'' operations, providing recommendations on mitigating vulnerabilities associated with various aspects of their businesses.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Streamlined communication channels between departments for more efficient handling of claim-related inquiries from both customers and colleagues alike.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Education
High School Diploma -
University Selangor
Shah Alam, Selangor, Malaysia 04.2001 -
Skills
Technical Proficiency
undefinedAccomplishments
- 2 Years in Row for the high performance staff award in year 2021 & 2022.
Software
Microsoft Word
Microsoft Power Point
Timeline
Major Claim Manager
Prudential Assurance Berhad
05.2023 - Current
Complaint Coordinator (Major Claims)
Prudential Assurance Berhad
05.2020 - 05.2023
Assistant Manager (Healthcare)
Prudential Assurance Berhad
05.2015 - 05.2020
Claim Executive (Healthcare)
Prudential Assurance Berhad
04.2011 - 05.2015
High School Diploma -
University Selangor
04.2001 -
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