Heena Vithaldas Email & Phone Number

Dubai, United Arab Emirates

-Maintaining an updated knowledge of products, services and policies.-Use of Salesforce CRM to track and update all policies and communicate with Policyholders and partnered brokers/Financial advisers.-Managing policies through LifeFit software application. -Maintaining and achieving an Average Handling time of 480 minutes on a daily basis.-Modifying, updating and processing existing policies.-Handling procedures of various insurance products as per the service level agreements and suggesting improvements in the servicing processes.-Preparing and managing reports of productivity providing assistance to the management-Calculate and issue policyholder’s premiums, refunds, commissions, and charges as per received queries.-Review and verify personal information including name, address, age, assets, and other data to ensure the accuracy of insurance company records-Performing daily checks and processing of payments out reports (partial, regular income payment and full surrenders)-Sending daily payments out reports to the finance team and policies that are to be authorized for payments based on hierarchy matrix.-Taking up ad-hoc requests and completing within the time-frame provided.-Preparing Workflow for each process for recording any amendments done to the policy.-Calculating the Withdrawal penalty for Partial and Full Surrender following the product Terms & Conditions.-Providing Policy valuations and Maximum Partial Surrender quotes.-Processing of credit card and bank transfer payments to the policy in a timely manner to avoid the policy to lapse.

Dubai, United Arab Emirates

•Managing ongoing private client relationships•Help maintain our high levels of client acquisition, retention and reinstatement.•Ensuring customer satisfaction and professional communication. •Tracking of contracts that are soon to be expired and contact customers for renewals.•Analyse customer feedback and develop new techniques to ensure customer retention.•Respond to customer queries and address service complaints in a timely manner•Maintaining a list of Lapse policies and coordinating with customer for reinstatement.•Ability to maintain a calm and composed manner when dealing with potentially explosive client situations•Maintained up to date knowledge of product and service changes•Maintaining frequent contacts and follow - ups with clients. •Administer all underwriting and arrange for medical examination as required, prepare monthly reports and provide status update to the client.•Replying to incoming emails related to product information, policy queries and reinstatement.•Providing explanation on understanding Investment and the current performance.•Help maintain our high levels of client acquisition, retention and reinstatement.•Effective communication and dealing with business enquiries•Build positive working relationships with customers for repeat businesses.•Research and identify prospective customers for new business opportunities•Maintain a database for new and existing customers.•Schedule meetings with clients and collect all relevant information to prepare reports and ensure effective resolution of all•Solely handling ‘Customer Portal’ queries and providing solution to any errors that customer face. •Solely handling Commercial Bank Dubai & Mashreq Bank data related to reinstatement, premium reminders and lapse policies.•Sending timely trackers to the respective banks for premium debits/collection.

Dubai, United Arab Emirates

Achievements- Resolved customer complaints by identifying problems and taking appropriate corrective actions – Resulted in 30% increase in department’s efficiency.- Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.- Awarded Employee of the Month three times in a year.- Exceeded the company’s sales goals by up selling and cross-selling the products.Job responsibilities:• Responsible for bringing new business and maintaining existing services for HSBC, Citibank and FGB customers.• Solely managing United Arab bank customers for Motor, Home and Travel Insurance, reporting to the bank on a daily basis.• Solely managing portfolio for Arabian Automobiles customers for Motor Insurance.• Responsible for answering inquiries on all Motor, Home and Travel insurance, services, and procedures; provides detailed policy information such as quotations, application status, policy changes, policy values, and billings.• Acting as HSBC’s in-center representative for Zurich Insurance.• Handle requests and complaints from policyholders, agents and Company associates via telephone, written correspondence, email, or in person.• Analyze inquiries to determine appropriate action and ensures satisfactory completion by routing to other service departments for required handling and follow through.• Monitor department voicemails and emails; provide reply within 2 hours TAT.• Process reopens, reissues, and verifies policies for accuracy. Process after-issue changes.• Provide policy contract information to policyholders, agents and other departments; calculate and provide policy values and policy accounting information.• Process refunds on cancellations of policies.• Responsible for testing of new systems. Process test policies in the system, highlight any issues/ errors that the company could face after complete implementation.• Provide training to new joiners.

Dubai, Uae

• Prospect new leads by telephone, identifying and qualifying opportunities for new business.• Handling and resolve customer complaints.• Offering products and services such as Insurance, Balance Transfer, Quick cash, Easy installment plan and Standing Instructions.• Building effective relationships with potential clients and existing customers, by use of appropriate questioning, clarification and language.• Speaking enthusiastically about the company and its products and services to ensure that a professional brand image is provided at all times to potential clients.• Supporting the customer service strategy by providing professional and effective services to all clients, to meet expectations, particularly in terms of Quality and Timeliness in line with departmental standards, procedures and guidelines.• Communicate courteously with all clients by telephone and email whilst building positive relationships and progressing issues and queries to a successful conclusion.Systems Update and Reporting (Using Customer Connect)• Identify renewal opportunities and gather customer information to ensure efficiency of renewal process.• Provide line management with reports or information as required.• Work as part of a team to achieve the targets.• Provide sales support and / or assistance to other team members on product solutions.Knowledge• Ensure that a good level of understanding and knowledge of organizations products and services, which is improved and maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately and supported by the department.• Willing to listen to and support colleagues and team members with professional problems, devoting time to impart expertise, infusing confidence and expressing positive expectations regarding the team’s and company’s performance.Providing basic job training and call center know-how to new employees.Achievements- Awarded certificate for Best Quality of Customer Service