Michael Dias Email & Phone Number

Waterloo, On, Ca

• Preparing accident benefits, bodily injury & property damage file copies for legal representatives, defense counsel & claimant’s shared via CD/USB & SharePoint.• Responding to file copy enquiries received from adjusters, legal representatives & defense counsel.• Obtaining clinical notes & records from medical practitioners, ministry of health, STD/LTD from Insurers & Service Canada• Assist with daily work assignments for the team• Maintaining daily staff attendance records and… Show more • Preparing accident benefits, bodily injury & property damage file copies for legal representatives, defense counsel & claimant’s shared via CD/USB & SharePoint.• Responding to file copy enquiries received from adjusters, legal representatives & defense counsel.• Obtaining clinical notes & records from medical practitioners, ministry of health, STD/LTD from Insurers & Service Canada• Assist with daily work assignments for the team• Maintaining daily staff attendance records and weekly reporting• Record keeping of daily workflow Show less

• Managed a team of SQ officers• Ensured monthly branch visits and grading were performed in line with the checklist.• Collection of monthly customer feedback forms for insight by SQ officers• Prepare mystery shopping questionnaire for SQ officers to conduct• Ensure all scores of visits & feedback & mystery shopping data is updated on SQM system.• Prepare a report each month outlining performance of the South region• Meet with respective area managers discuss highlight… Show more • Managed a team of SQ officers• Ensured monthly branch visits and grading were performed in line with the checklist.• Collection of monthly customer feedback forms for insight by SQ officers• Prepare mystery shopping questionnaire for SQ officers to conduct• Ensure all scores of visits & feedback & mystery shopping data is updated on SQM system.• Prepare a report each month outlining performance of the South region• Meet with respective area managers discuss highlight branch performances & opportunities for improvement• Meet with RGM each month & highlight regions performance & areas of improvement. Where required concurrence/approval sought to redress issues Show less

• Ensure team proactively identifies areas to effectively utilize e- channels, & identify opportunities for channels & business referrals• Engage Relationship Managers, Product & Operations partners for input to client service issues• Ensure First Contact Resolution is maintained by the team utilizing more desktop knowledge and personal expertise• Ensure all client enquiries, requests & complaints are addressed within the laid down service priority timelines• Ensure operating… Show more • Ensure team proactively identifies areas to effectively utilize e- channels, & identify opportunities for channels & business referrals• Engage Relationship Managers, Product & Operations partners for input to client service issues• Ensure First Contact Resolution is maintained by the team utilizing more desktop knowledge and personal expertise• Ensure all client enquiries, requests & complaints are addressed within the laid down service priority timelines• Ensure operating instructions, control standards & all applicable Group Policies must be understood & followed by the team• Co-ordinate with Internal/External stakeholders to deliver an effective solution for the client • Ensure team work load is adequately segregated to promote work life balance• Ensure the team adheres to the escalation procedure for all pending tasks/complaints Show less

• Manage a holistic service quality management process that included daily call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures• Obtain or prepare & analyze MIS/feedback & metrics on all key service standards, monitor against targets on a daily basis, and constructively drive improvements in all areas• Analyze call statistics & identify root causes• Conduct enquiry resolution feedback &… Show more • Manage a holistic service quality management process that included daily call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures• Obtain or prepare & analyze MIS/feedback & metrics on all key service standards, monitor against targets on a daily basis, and constructively drive improvements in all areas• Analyze call statistics & identify root causes• Conduct enquiry resolution feedback & satisfaction surveys from clients• Facilitate VOC action planning with stakeholders based on the survey’s performed• Identify staff training needs, provide appropriate learning responses & act as a 'Master Coach'• Provide ongoing training & coaching to the team on telephonic soft skills & complaint handling• Manage the reporting of CSG KPI, metrics & call data• Acted as focal point for complaints monitoring, reporting & tracking of action plans for the Monthly Client Experience Forum for senior management Show less