Prashant M. Email & Phone Number

Australia

- Structured coaching with team members to enhance skills and utilising automated quality monitoring and reporting to analyse performance trends, providing guidance, training and implementing strategy to ensure staff meet KPIs and deliver a consistent level of customer service - Identifying skill gaps and providing solutions through learning and development and training opportunities. Providing input and development of additional training or procedural change to enhance service productivity.- Address and deliver procedural changes in a concise and digestible manner to ensure effective implementation across staff.- SME for process improvement ideas and product knowledge, maintaining knowledge and delivery of legislative and industry changes and reviewing/seeking process improvement in line with the Customer Care Strategy.- Management of complaints and dispute resolution in line with legislative requirements and the Life Insurance Code of Practice for the Zurich Life and Investments business.

Australia

-Efficient creation and completion of client and adviser requests, generating quotes, management of inbound calls from clients and advisers, providing policy information, processing change requests, and assisting advisers in the maintenance of existing Life Insurance policies. -Utilising salesforce CRMs and integrated company data management systems and processes to provide effective solutions to clients and advisers, while meeting KPI goals and handling payments, sensitive client information, documents & data management -Process improvement and building client stakeholder relationships across superannuation, life, total and permanent disability, trauma and income protection accounts.

Australia

Effective communication with customers and individuals to determine their needs and actively listening to customer issues. POS involving the handling of transactions as well as cashing up at close involving the handling and totalling of receipts and cash. Participated in a rostered work plan to do designated tasks in a certain timeframe, utilising essential time management skills and organisation to effectively complete tasks. The role also involves stock replenishing, occasional visual merchandising and meeting KPI goals with direct communication to and from managers