Summary
Overview
Work History
Education
Skills
Websites
Certification
Honors Awards
Work Preference
Timeline
Generic
Simran Kaur Hari Singh

Simran Kaur Hari Singh

Service Manager
Selangor,Malaysia

Summary

Experienced service manager with a demonstrated history of working in the travel insurance industry overseeing and refining travel insurance in assistance and claims operational functions, skilled in Service Delivery, Vendor Management, Contact Centers, Claims and Operations Management together with Training and Development, ensuring effective and efficient day to day operations, process improvement and ensuring high level of customer experience and productivity is being delivered across all touch points namely emergency assistance center, customer correspondence center and customer service centers.

Overview

18
18
years of professional experience
3
3
years of post-secondary education
5
5
Certifications

Work History

Service Manager

AIG
Kuala Lumpur
03.2019 - Current
  • Lead a team of assistance coordinators across all customer interaction channels
  • Oversee end to end emergency assistance operations
  • Create standard operating procedures and best practices
  • Maintain and partner with internal stakeholders
  • Develop and maintain good working relationships with service providers, stakeholders, and business partners
  • Conduct regular team meetings, trainings, and buzz sessions
  • Identify opportunities for process improvements.

Cross function claims management

AIG Travel Assist Malaysia
Federal Territory of Kuala Lumpur
10.2014 - 12.2020
  • Process claims specialized in Travel and Corporate complex Claims
  • Review and follow up on outstanding claims
  • Identify potential fraudulent/recovery in claims
  • Meet deadlines and provide fast, efficient, and courteous claims service
  • Manage customer's requests
  • Handle customer complaints
  • Provide support and conduct systems testing.

Team Lead

AIG
01.2012 - 03.2019
  • Responsible for a team of employees comprising of assistance coordinators and supervisors
  • Effectively lead workflow distribution and floor management
  • Identify training needs and requirements
  • Facilitate training sessions
  • Promote internal development programs
  • Implement weekly call audits and reports
  • Perform quality checks
  • Motivate, coach, evaluate, and retain qualified staff.

Senior Travel Assistance Coordinator

Kuala Lumpur
03.2011 - 01.2012
  • Handle escalation calls from Travel Assistance Coordinators
  • Handle calls and casework for various services
  • Provide excellent customer service
  • Vetting and drafting customer-oriented emails
  • Be a subject matter expert and point of referral
  • Work with the medical team
  • Lead transmission sessions
  • Validate and proofread Plan of Action
  • Manage lateness and absence reporting.

Travel Assistance Coordinator - Australasia

Malaysia
03.2010 - 03.2011
  • Respond to policyholder's inquiries
  • Handle calls and casework for various services
  • Provide general policy information
  • Schedule and make follow-up calls
  • Respond to customer requests via phone, email, and digital platforms.

Customer Service Executive

Maxis
10.2009 - 03.2010
  • Create and maintain mobile solutions
  • Measure and evaluate mobile solutions
  • Manage and enhance the customer value chain
  • Oversee product enhancements and upgrades
  • Manage partnership with vendors.

Credit Management Team Lead

EFTel
09.2008 - 09.2009
  • Handle delinquent and outstanding accounts
  • Contact customers and discuss outstanding payments
  • Arrange suitable payment plans
  • Oversee team members
  • Answer customer questions
  • Advise customers on debt repayment
  • Locate and notify customers of delinquent accounts
  • Persuade customers to pay amounts due
  • Perform administrative functions.

Global support executive

HSBC Data Processing Malaysia
Selangor
11.2006 - 10.2008
  • Work with HSBC Auto finance and Credit card call center
  • Help customers with inquiries and payments
  • Perform sales
  • Provide excellent customer service
  • Handle employment verification
  • Receive training to improve customer service skills
  • Handle customer complaints
  • Perform various administrative functions.

Education

Executive Master - Business Administration and Management, General

UNIVERSITI MALAYSIA PAHANG
01.2020 - 05.2023

Skills

Customer experience

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Certification

Learning Agility

Honors Awards

  • Employee of the month - received the award 7 times
  • Employee of the Quarter
  • Prestige Employee of the Quarter Award
  • Overall Lead -Annual Dinner 2018

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursWork from home optionPersonal development programs

Timeline

Executive Master - Business Administration and Management, General

UNIVERSITI MALAYSIA PAHANG
01.2020 - 05.2023

Service Manager

AIG
03.2019 - Current

Cross function claims management

AIG Travel Assist Malaysia
10.2014 - 12.2020

Team Lead

AIG
01.2012 - 03.2019

Senior Travel Assistance Coordinator

03.2011 - 01.2012

Travel Assistance Coordinator - Australasia

03.2010 - 03.2011

Customer Service Executive

Maxis
10.2009 - 03.2010

Credit Management Team Lead

EFTel
09.2008 - 09.2009

Global support executive

HSBC Data Processing Malaysia
11.2006 - 10.2008

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Simran Kaur Hari SinghService Manager