Team leader at Policy bazaar.com (2024-12 – Present)
- Led a team responsible for monthly premium collections, ensuring timely and accurate processing for health insurance policies.
- Monitored team performance, set targets, and tracked KPIs to achieve collection goals consistently.
- Coordinated with clients and internal teams to resolve discrepancies, follow-ups, and pending payments.
- Implemented process improvements to streamline collection procedures and reduce errors.
- Trained and mentored team members, enhancing operational efficiency and team productivity.
- Prepared detailed reports on collection status, trends, and performance metrics for management review.
- Lead and manage pre-issuance operations across 8 insurance providers, ensuring timely and accurate processing of policies.
- Supervise a team, monitor KPIs, and implement process improvements to enhance efficiency and reduce errors.
- Oversee document verification, compliance checks, and approvals in line with regulatory and internal policies.
- Handle escalations, resolve operational challenges, and coordinate with multiple insurers and internal teams.
- Mentor and train team members to strengthen skills and maintain high productivity.
Team leader at Early salary (2022-02 – 2024-10)
Directed team of 25 agents to optimise collections for accounts in 1-30 (dpd) bucket.
- Supervised team performance by establishing daily goals and monitoring collection targets.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Assisted with team recruitment, interviewing and onboarding.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Trained and supervised team to deliver on store sales targets.
- Enhanced productivity and performance of agents through targeted coaching and feedback sessions.
- Analysed collection data to discern trends and formulate strategies, enhancing recovery rates.
- Fostered a collaborative environment to enhance team morale and achieve consistent results.
Customer Service Representative at IGT (2021-08 – 2021-12)
Assisted customers with inquiries through inbound calls, emails, and chats regarding order status, product queries, returns, and exchanges, ensuring efficient resolution of issues.
- Facilitate issue resolution by addressing customer complaints and escalating concerns to ensure satisfactory outcomes in accordance with company policies.
- Guided customers in placing orders to enhance overall customer experience.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
