Experience

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  Pointsoft (m) sdn bhd

  Dec 2010 - Aug 2012

  Responsible for 2 teams who handled incoming bookings for delivery orders Papa John’s Pizza: 13 agents and 1 Team LeadKenny Rogers Roasters Delivery: 5 agents Ensured both teams consistently met abandoned call rate target of 4% or lessConducted training to new recruits to understand their roles and responsibilityPrepared agents’ scheduling – Kenny Rogers Roasters DeliveryResponded to complaints and enquiriesActively participated in monthly meetings with management team to discuss best practices Show less

  • Call Centre Supervisor

    Jul 2011 - Aug 2012

  • Team Leader

    Dec 2010 - Jun 2011
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  Affiliated computer services, a xerox company

  Sept 2012 - Aug 2013

  Correspondence, data and contact centre specialist

  Provide client specific level 1 support for US HR Policies, Payroll, Compensation and RecruitmentProvide navigation and ‘act as’ support for the client’s Employee & Manager Self Service Systems (navigation and ‘act as’ support)Provide helpdesk support for the client’s Benefits portal: re-set user id and passwordRespond to enquiries via inbound calls, web and emailAdeptly reviews materials in the knowledge database system so as to provide accurate information to customers in a timely mannerPromptly routes cases requiring level 2 support to the appropriate channelConsistently meets service levels, KPIs and call handling target Show less

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  Aig

  Aug 2013 - Dec 2020

  Leading a team of 15 specialists.Responsible for facilitating policy issuance where AIG is not present:Liaise with Network Partners who issue policies on behalf of AIG. Liaise with Producing Office (AIG) to ensure policy request form is completed accurately before released to Network Partner.Premium booking for assumed reinsurance to ensure accurate amount of money is being transferred to the company.Responsible in assigning work to team members and monitoring incoming requests to ensure team copes with spikes in volume.Actively participate in weekly client meetings that cover quality of the Operations, including updates and queries pertaining to process related issues.Act as the point of contact with regards to receiving and resolving escalation cases.Prepared a detailed process flow to ensure (inherited) backlog was cleared on time post-migration. Created a global automated template to ensure consistency and to reduce error rate. Show less Leading a team of 5 specialists.Responsible for facilitating policy issuance where AIG is not present:Liaise with Network Partners who issue policies on behalf of AIG. Liaise with Producing Office (AIG) to ensure policy request form is completed accurately before released to Network Partner.Premium booking for assumed reinsurance to ensure accurate amount of money is being transferred to the company.Responsible in assigning work to team members and monitoring incoming requests to ensure team copes with spikes in volume.Actively participate in weekly client meetings that cover quality of the Operations, including updates and queries pertaining to process related issues.Act as the point of contact with regards to receiving and resolving escalation cases.Prepared a detailed process flow to ensure (inherited) backlog was cleared on time post-migration. Created a macro-enable template automating policy and invoice tracking, thus reducing the processing time from 7 hours to 70 minutes. Show less Responsible for processing insurance policies for companies located in US and CanadaThe only Multinational Specialist (to date) able to independently generate insurance policies covering all lines of business for both US and Canada, including Casualty, Energy, Financial Lines, Marine and Property Portfolio includes premium global customers where the insurance coverage encompasses more than one line of businessActively participate in weekly Operations meeting (Shared Services, US and Canada) to discuss process status/updates and agree on process improvementsRevised process flow chart to incorporate a detailed overall process, i.e. from receipt of instruction for a new or renewal policy to issuance of complete insurance documentEstablished escalation process to reduce turn-around time of complex insurance policies Prepare weekly cash flow status reports; this incorporates checking payment status in SAP and providing explanations for delays in policy issuances that impact premium collection Consolidate team’s weekly report detailing reason(s) for rejection of policy issuanceTrain new hires the end-to-end process, including systems data entry and insurance policy issuanceCleared backlog of previous members of team well within the agreed stipulated timeline Show less

  • Manager - Multinational Operations

    Apr 2020 - Dec 2020

  • Team Leader - Network Partner Practice

    Jul 2017 - Mar 2020

  • Subject Matter Expert - Network Partner Practice

    Jul 2016 - Jun 2017

  • Network Partner Practice Account Specialist

    Nov 2015 - Jun 2016

  • Operations Reporting Analyst

    Aug 2013 - Nov 2015
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  Liberty specialty markets (asia pacific)

  Jan 2021 - now

  • Senior Manager Processing Services Team

    Apr 2023 - now

  • Manager, Processing Services Team

    Jan 2021 - Mar 2023