 Over 9years of experience in Process Optimization, Reporting & Documentation and Client Relationship Management, familiar with processes involved in insurance sector. Handling 15 FT’s under supervision. Sharing reports like Daily data, Weekly Production Report, Monthly SLA report and Monthly WFT data of entire process. Skilled in facilitating several programs, overseeing day –to-day operations and advising senior management on improvement options in critical systems. Deftness in monitoring delivery of high quality customer experience, elevating customers satisfaction, while adhering to the SLA’s and work processes with effective resolution if escalations within turnaround time. Strong abilities in decision making, coordination and team building. Hands-on exposure in requirement gathering, identifying, designing and implementing creative solutions and overseeing quality of deliverables for the processes.Core Competencies Mapping clients’ requirements and coordinating in development & implementation of processes in-line with pre-set guidelines, monitoring overall functioning of the processes and rendering quality services.  Manage new hire , upskill and cross training for general and life insurance.  Preparing reports & other statements to apprise management of the process operations and assisting in critical decision-making process, setting out quality standards for various operational areas, ensuring high-quality customer experience, while adhering to the SLAs and work processes.  Conducting root-cause analysis root cause analysis and taking preventive measures for repeated escalations.  Adhering to the standards / procedures and monitoring the operational health of the process through internal process audits, conducting root-cause analysis and taking preventive measures for repeated escalations.  Ensuring utilization of existing resources and manpower, planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis.  Identifying training needs and organizing various programmers, managing appraisal process for the teams across the levels linked to reward management and career growth.