Shatiaray Lazarus
Seri Kembangan
Summary
Detail-orientated Travel Assistance Coordinator adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Adaptable Senior Travel Assistance Coordinator with extensive experience providing first-class results. Meets job demands and deadlines through diligent work-ethic and dedication to quality. Certified in Basic Insurance Concepts and Principles & Personal General Insurance Certification with vast experience in effective and efficient operations. Displays outstanding knowledge and practical expertise to provide exceptional all-round service.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead – Customer Service Group
AIG Travel Asia Malaysia Pte Ltd
03.2023 - Current
- Defined goals for each key member of my team and ensured alignment with organization objectives
- Inspired and motivated team members to achieve their best performance
- Fostered a positive and inclusive team culture
- Acted as a role model, demonstrating professionalism and strong work ethics
- Assign tasks to the right team members based on their skills and strengths
- Ensured workload balance and appropriate resource allocation
- Empowered team members to take ownership of their work
- Facilitate open and transparent communication within the team
- Acted as a liaison between the team and upper management or other departments
- Encouraged collaboration and the sharing of ideas among team members
- Identified challenges or roadblocks the team faces and developed strategies to overcome them
- Made informed decisions to guide the team toward success
- Provided guidance during conflicts or disagreements, ensuring fair resolutions for team members
- Track individual and team performance
- Provided regular feedback on performance, offering both constructive criticism and recognition
- Foster a positive team environment that promotes trust, respect, and cooperation
- Addressed interpersonal conflicts and ensured healthy team relationships
- Adapt leadership style to suit the needs and personalities of team members
- Strong Communication
- Emotional Intelligence
- Problem-Solving
- Decision-Making
- Adaptability
- Conflict Resolution
- Delegation
Senior Travel Assistance Coordinator & Acting Team Lead
AIG Travel Asia Malaysia Pte Ltd
05.2018 - 03.2023
- Built and maintained courteous and effective working relationships
- Identified issues, analysed information and provided solutions to problems
- Picked up additional tasks to aid team success
- Enhanced working relationships by participating in team-building activities
- Handled customer concerns and escalated major issues to manager
- Supervised and mentored junior team members, providing detailed instructions and guidance to maximise team efficiency
- Ability to solve complex problems within an established protocol of procedures and possible solutions
- Providing medical assistance service and advice to our clients travelling around the world
- Ability to handle day to day call and advising our clients on the policy benefit as well as guiding them on the claim process and procedure
- We also deal with TPA company for travel arrangement for our client based on the medical requirement as per the advice by our medical
- Business class flight arrangement
- Ground transportation arrangement
- Ambulance Transfer
- Medical evacuation - stretcher evacuation and doctor escort arrangement
- Country that We are servicing now - Malaysia, Singapore, Australia, UAE
- Experienced in Microsoft Word, Excel and PDF creation to maintain PDPA for our clients - Experienced in Communication system such as AVAYA and Genesys communication tool
- Able to handle high priority clients and provide them with a quick solution, based on the perils they faced
- Case auditing and provide remarks/ outcome based on the evaluation of the cases for each involved TACs on a monthly basis
- This includes coaching and advice provided to the TAC's, ensuring them to deliver excellent service to our clients
- Obtaining compliments and feedback from our clients to further improve our quality of service and this is to be shared with higher management for their decisions in improving service rendered
- Rostering TACs on their daily schedule and also assigning their individual task to be handled for the day as well monitoring their output for each challenge they faced, let it be call handling or case management
- Handling monthly reports to recheck on the case fee management for each case we received and altering case closure and correct policy schemes in order to reduce errors in case management records
- Handled financial portion for department such as following up with TPA providers with their invoices and ensuring it is paid within their payment due time in order to maintain the relationship with TPA's
- Approving payments to be authorized and update to finance team for payment process
- Handled Special projects assigned from time to time, which involves positive development for the team and for company whenever required
- Application and experienced in Aegis payment for High Frequency Low Claim modules for Singapore account
- Claims processing and payment authorization with Global Excel Management and Hygeia Corporation Services for successful cost containment of US medical bills for our clients
Travel Assistance Coordinator
AIG Travel Asia Malaysia Pte Ltd
02.2016 - 05.2018
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels
- Actively listened to customers to fully understand requests and address concerns
- Achieved service time and quality targets
- Met schedule using excellent planning and coordination skills
- Diffused challenging situations using conflict management techniques
- Handled 50 -60 of inbound calls per day
- Ability to solve complex problems within an established protocol of procedures and possible solutions
- Providing medical assistance service and advice to our clients travelling all over the world
- Ability to handle day to day call and advising our clients on the policy benefit as well as to guiding them on the claim process and procedure
- Experienced in Microsoft Word, Excel and PDF creation to maintain PDPA for our clients - Experienced in Communication system such as AVAYA and Genesys communication tool
- Able to handle high priority clients and provide them with a quick solution, based on the perils they faced
- Cross trained with Claims to process High Claim Low Frequency
Business Process Specialist
AIG Shared Services (M) Sdn Bhd
03.2014 - 02.2016
- Maintains workflow by monitoring steps of the process setting processing variables, observing control points and equipment, monitoring personnel and resources
- Studying methods implementing cost reductions, developing reporting procedures and systems
- Completes operation plans by scheduling and assigning staffs, accomplishing work results, establishing priorities, monitoring progress, revising schedules, resolving problems, reporting results of the processing flow on shift operation summaries
- Maintains quality service by establishing and enforcing Service Level Agreement standards
- Ensures operation of equipment by calling for technical support, evaluating current and new equipment’s
- Provides processing information by compiling, initiating, sorting, and analysing production performance records and data
- Answering questions and responding to requests from the clients on specifics
- Creates procedures by analysing operating practices, record-keeping systems, forms of control, and budgetary and personnel requirements and implementing change
- Maintains safe and clean work environment by educating and directing personnel on the use of all control points of equipment and resources within the compliance with established policies and procedures
- Maintains working relationship with the staffs by following the terms of the collective bargaining agreement
- Resolves personnel problems by analysing data, investigating issues, identifying solutions and recommending action
- Maintains professional and technical knowledge by attending educational workshops or training
- Contributes to team effort by accomplishing related results as needed
- Mostly SLA requirements
- Selecting appropriate and competitive premiums based on information and judgment
- Writing policies and adding specific conditions when required and deciding whether the risk should be shared with a re-insurer
Education
Bachelor's Degree - E-Commerce & Business Management
Liverpool John Moores University
03.2012
Foundation - Information Technology and Management
Kolej YPC It-Web
03.2009
Skills
- Key Performance Indicators
- Job inspections
- Daily workflow improvement
- Employee Evaluation
- Staff education and training
- Knowledgeable in AVAYA and GENESYS
- Good Telephone Etiquette
- Problem-Solving
- Travel arrangements coordination
- Complaint resolution
- Training development aptitude
- Professional telephone demeanor
- Administrative Support
- CRM
- Coaching and mentoring
- Performance monitoring
- Trend tracking
- Work assignment delegation
- Leadership
- Expectation setting
- Multitasking
- Quality Assurance
- Resource Allocation
- Multitasking Abilities
- Stakeholder Management
- Business continuity planning
- Cross-functional team leadership
- Team Leadership
- Team building
- Time management abilities
- Set up devices
Certification
- Certification in General Insurance, Singapore College of Insurance
- Basic Insurance Concepts and Principles (BCP), Singapore College of Insurance
- Personal General Insurance (PGI), Singapore College of Insurance
References
- Abdullah Roshidee, Head of Business Operation at AIG Travel Asia Malaysia, +60122542844/+60109331432, roshidee.abdullah@travelguard.com
- Siva Ranjini Magesan, Senior Team Leader at AIG Travel Asia Malaysia, +6012-2722706, siva.ranjini@travelguard.com
- Danny Tan Kobinath, Senior Team Leader at AIG Travel Asia Malaysia, +6017-3386532
- Arvinjeet Singh, Senior Manager, Customer Operations, Expedia Group, +6012322761
- Romsamorn Aksornpradit, Bupa Australia, +60 11-29151414
- Daniel Maurice, Third-Party Administration (TPA) Malaysia, +60122722431
Languages
Tamil, Malay, English
Native language
English
Proficient
C2
Malay
Proficient
C2
Tamil
Elementary
A2
Timeline
Team Lead – Customer Service Group
AIG Travel Asia Malaysia Pte Ltd
03.2023 - Current
Senior Travel Assistance Coordinator & Acting Team Lead
AIG Travel Asia Malaysia Pte Ltd
05.2018 - 03.2023
Travel Assistance Coordinator
AIG Travel Asia Malaysia Pte Ltd
02.2016 - 05.2018
Business Process Specialist
AIG Shared Services (M) Sdn Bhd
03.2014 - 02.2016
Foundation - Information Technology and Management
Kolej YPC It-Web
- Certification in General Insurance, Singapore College of Insurance
- Basic Insurance Concepts and Principles (BCP), Singapore College of Insurance
- Personal General Insurance (PGI), Singapore College of Insurance
Bachelor's Degree - E-Commerce & Business Management
Liverpool John Moores University
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