Anne D' Silva

Insurance and Business Professional with over 11 years of experience in customer service, operations, finance, and risk-focused analysis. Strong background in evaluating complex information, identifying trends, ensuring regulatory compliance, and supporting sound business decisions. Recently completed the General Insurance Level 1 (GLQP1) certification and obtained the Adjuster Level 1 License, strengthening my knowledge of underwriting principles, policy interpretation, risk assessment, and commercial insurance practices.

Detail-oriented, analytical, and committed to delivering exceptional service while contributing to profitable underwriting outcomes.

Business Analyst (Finance & Operations) - GBM Dubai - U.A.E

(2020-07 - 2025-05)

• Managed 6 Operations Teams consisted of 12 staff members; ensured high performance through strong leadership to meet company's targets
• Conducted variance analysis on financial reports to identify trends, discrepancies, and opportunities for improvement
• Supported month-end and year-end closing process by ensuring all financial data was accurate and completed

Operations Leader - GBM Dubai - U.A.E

(2016-05 - 2020-06)

• Investigated operational issues and coordinated resolutions across multiple departments while maintaining customer and stakeholder satisfaction
• Analyzed trends and performance metrics using Power BI to identify risks and improve operational outcomes
• Ensured adherence to corporate policies, regulatory standards, and quality assurance requirements
• Maintained accurate records and documentation while supporting process improvements and service delivery objectives

Business Operations Analyst - UCMC Dubai - U.A.E

(2013-06 - 2016-04)

• Monitored order-to-cash compliance and ensured data accuracy and Improved turnaround times and efficiency in order management systems
• Analyzed workflows and business processes to identify gaps, improve efficiency, and support operational excellence
• Developed and maintained dashboards and KPI reports to provide clear, data-driven insights for leadership

Customer Care Consultant - Chartis Australia Insurance Limited (AIG) - Australia

(2012-04 - 2012-10)

• Managed an average of 40+ daily inquiries, maintaining a 95% first-call resolution rate while explaining complex policy structures to diverse clients
• Drive revenue growth by identifying new business opportunities and cross-selling policies to existing clients while maintaining a high retention rate through personalized service
• Supported business objectives by achieving service performance targets, call quality standards, and customer satisfaction goals

Master of Business Accounting - Business Accounting - Monash University Melbourne, Australia

Bachelor of Commerce - Commerce - St. Agnes College, Mangalore University India