Riyaj U. Email & Phone Number

I have over 3.10 years of experience working in Insurance, accounting, and call center support.I was Senior Client Services Specialist at DXC Technology, where I analyzed data from some of the biggest enterprise companies, bank reconciliation, account reconciling, financial statement, institutions, trust, and business partners or advisors.Competencies: Insurance Management, risk, claims, policies, products, financial transactions, statement and documentations etc.When I am not working, I usually spend my time gardening, cooking, painting, Art Craft, Presentation work, Canvas, and CSR activity.

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  Senior Client Services Specialist Cum Senior Associate

  Dxc Technology

  Sep 2011 - Jul 2015 - Noida, Uttar Pradesh, India

  • Handled the team of 15+ associates & advisors directly and indirectly to run the business activity on regular basis.• Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management.• In addition to this, motivate the team of contact center operators on both inbound/outbound calls and back office operations.• Also, managing the attendance tracker, employer retention, Shrinkage control, client management and floor support related responsibly under the KRAs.• Further, during the call track the abandonment call rate, first call resolution, TNPS Score, CSAT Score, Quality score, Service Level agreement, average speed of answering, and Inbound and Outbound connect ratio etc.• Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.• Handling the other multiple calls and correspondence request from the advisors and customers related to policy Reissue, change or cancel application, coverage decrease, and premium amount increased for their policies River Source and Comerica Bank customer’s.• Preparing monthly dashboard, production, and quality MIS report. Further, generating QPR reports (Quarterly Performance Reports) with ITD and YTD performances of a security for our client’s.• Handling the weekly call, Customer’s survey result, calibration and problem-solving meeting with MPLS (Minneapolis) business partners; delivering solution for future errors and process improvement ideas.• Also interact with all stakeholders, advisors and business partners as related to current or future work request or process improvement ideas; which are involved in Risk, Security and compliance under the guidelines.• Imparting training to the new associates joining the process and responsible for maintaining the SOP with the new updates.