Experience

• 

  Alico

  Jul 2012 - Jul 2013

  Customer support representative

   Perform service on the phone for the clients with insurance products (with extended knowledge on four lines of business from the Company). Work with difficult customers and answer to their queries by showing empathy and offering information regarding contract administration.

• 

  Metlife

  Aug 2013 - now

   Leading the insurance policy administration team with 2 team leaders and 30 members with focus on customer experience and digitalization. Currently on maternity leave with functional plan implemented for my succession.  Create a performance driven culture by improving & consistently maintaining KPIs on green and on the same time deliver simplification and insurance product implementation projects. Reorganized team activity and roles to streamline processes and deliver better - major KPIs improvement from 10 days response time to 3 days.  Identify and develop talents - 20% of the team promoted to new roles within team or company in 2023). Actively improve engagement of staff (engagement score increased +9 points in one year); maintain a very low level of attrition in team - 3% in 2023. Drive continuous improvement in processes - streamline flows, creating procedures, simplifying activities – eg. Sending automatic e-mails to customers with a saving of 0.5 FTEs, customer letter automation - 0.3 FTEs saving, simplified salesforce communication by forms, handbooks, guides revision.  Implement close the loop process in the department with client detractors and action plans consistently followed to improve customer loyalty.  Create and maintain strong relationship management with key stakeholders (sales, partners, customers) for maintaining the company as a key player in life insurance industry. Show less  coordinate a team of 10 operations associates, under manager supervision. increase product and procedures knowledge in the team with increased number of newcomers by reorganizing the training team – assigned specific dedicated trainers and empowered one person to coordinate the process. skills development for my team members (e.g. Improved know-how in Excel, SQL and Access, problem solving, time management and customer communication). inspire team members to be solution-oriented and leading by example. monitor progress on KPI results; remove backlogs whenever needed.  deliver excellent quality service for customers and partners: Transactional Net Promoter Score target accomplished, reorganized procedures to extract and send annual notification letter for more than 60k customers.  recruitment of personnel, identify and work on developing talents.  career development plans for all associates and support their professional growth.  align operational flows in line with legal requirements and compliance rules, risk management activities. Show less  Subject matter expert and shared knowledge in projects such as: new insurance products implementation, regional/compliance procedures implementation and flows revision (eg. IDD, GDPR), digitization projects (customer platform for which I also coordinated a campaign to increase online accounts by 30%). Actively contributed to reorganizing Customer Support team to decrease attrition and make Call Centre a wanted department by employees. As a result of this project implementation, the team project with whom I worked participated at MetLife Gala in New York in 2018. measure KPIs in the department and initiate actions to strengthen results (ex. 2017- backlog recovery in 2 months). risk management - root cause analysis and implement controls on risks, create ownership in the team regarding reporting risks and finding solutions. conduct quality reviews on policy changes performed by colleagues. Training and development: coordinate the creation of induction plan for new employees, technical trainings on system and products, facilitator for customer experience workshops (Healing customer relationships). Show less  Modify customer policy in administration system, respond to queries and complaints. test and implement a complex and innovative new unit linked product in AS400: Wise Plan; revise terms and conditions and deliver technical training to associates. member of the MetLife Global Team on best practices, encouraged all employees to share solutions (Romania was no. 2 in EMEA by the number of solutions shared). Partner from Operations in revising Terms and Conditions for 13 individual products  provide training for new associates and for all team members on policy administration. create and develop procedures in line with legal requirements and flows. simplify the client forms (the most used form simplification – surrender- led to a TAT decrease by 1 day). Complaints officer for entire company - perform root cause analysis on complaints and analyse trends. Show less

  • Operations Policy Administration Manager (currently in Maternity Leave)

    Jun 2021 - now

  • Policy Administration Team Leader

    Apr 2019 - May 2021

  • Insurance Senior Policy Administrator

    Apr 2016 - Mar 2019

  • Insurance Specialist Policy Administrator

    Apr 2015 - Apr 2016

  • Insurance Assistant Policy Administrator

    Aug 2013 - Mar 2015