Thomas Bruhin Email & Phone Number

Basel, Bs, Ch

Bern Area, Switzerland

Basel Und Umgebung, Schweiz

Assura is the #3 ranked national health insurance provider in Switzerland.>> Contact Centre Operations>> Consumer & Broker/Sales Agent Support>> Phone, Email & Walk-In Service In this executive leadership role, I orchestrate all facets of day-to-day regional customer service operations to ensure a smooth transaction flow, superior service and support, and an excellent customer experience. Additionally, I am charged with overseeing bi-monthly sales commissions and other remuneration payments for as many as 1500 German-speaking contract agents and brokers. I handle and settle all inquiries. I also coordinate facility maintenance with contracted vendors. . Select Highlights~ Seamlessly added 150,000 new customers in the last quarter of 2014 with existing 12-member staff while continuing to maintain brand reputation for excellent service.~ Shortened transaction processing and case treatment time as much as 40% by automating procedures, adjusting protocols, and identifying and acting on opportunities for process improvement. ~ Maintained staff retention and employee engagement levels at twice the rate of similar positions companywide; encouraged employee participation with frequent one-on-one and team meetings, active listening, constructive feedback, and proactive problem solving.~ Played an integral role in planning, budgeting, testing, and activating an electronic transaction processing system from 2010 to 2013. ~ Ensured consistent high-quality service levels, adherence to corporate policies, and compliance with regulatory requirements through use of IT and quality controls, such as ghost-call and case file audits, weekly customer and monthly broker follow-up calls, and third-party customer satisfaction surveys.~ Contributed to and influenced development of uniform company-wide service level agreements (SLAs).

Basel

Earlier in my career with Assura I was promoted through a series of progressively responsible positions to manage regional sales and service activities, including contact centre operations, contract administration, and agent training and support. As a manager, I hired, trained, monitored, evaluated, mentored, and developed a staff of 12 customer service specialists. Expeditiously responded to and resolved all escalated issues.Select Highlights~ Succeeded at on-boarding an avalanche of 200,000 new customers during a three-month open enrolment period in 2009 without expanding staff or diminishing quality of service to existing customers. ~ Excelled at rapidly responding to and meeting daily market demand by swiftly troubleshooting problems, adjusting workflow and processes on a daily-basis, and optimizing scheduling of available resources.

Specialist In Social Insurance With Federal Certificate Of Higher Vocational Education And Training

Activities and Societies: www.feas.chOld Age Insurance Invalidity Insurance Survivor's Benefits Supplementary Benefits to the Old Age &.

Federal Certificate As An Expert In Health Insurance

Federal Certificate As A Commercial Employee