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International Account Manager Resume
Elsa
US-New Jersey-Central
Team Manager Operations
To obtain a position with a progressive growth oriented company in an environment that will fully utilize my current experience and allow me to continue to build upon my existing business skills including, effective communication, technical expertise and relationship development
22 York Drive
Apt # 6A
Edison, NJ - 08817
Tel. No.– 732-317-8639 (R)
203-252-4348 (M) .
Email – elsa_pillai@yahoo.co.in.
Elsa P. Pillai.
Objectives:
To obtain a position with a progressive growth oriented company in an environment that will fully utilize my current experience and allow me to continue to build upon my existing business skills including, effective communication, technical expertise and relationship development.
Employment History:
Worked with HDFC Standard Life Insurance (India) Co. Ltd. as a Team Manager from February 2002 till December 2006.
HDFC Standard Life Insurance Company Ltd. is one of India's leading private insurance companies, which offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC Ltd.), India's leading housing finance institution and a Group Company of the Standard Life, Europe’s largest mutual life company.
Job Curve:
Lead team of over 25 resources under life insurance, spanning across areas such as new business, policy servicing and group operations.
Areas of expertise:
1. Proposal Maintenance-New Business
• Managing processing of new business application forms from the initial stage to the issue of policy documents to the customers.
• 100% quality customer service and providing accurate technical information, adhering to company policies and high level of standards.
• Responsible for handling vendor management.
• Handled remote locations and ensured that the insurance processes are followed strictly for the smooth functioning of the business.
• Ensured that the team members adhere to the compliances and processes which are in line with the company’s ethics and compliance standards.
• Responsible to create the operational metrics for productivity and quality to drive accountability and result among the team members.
2. Policy Servicing
• Areas managed: major alterations (surrender, look-in, withdrawals, fund switch, premium redirections, top-ups, claims) and minor alterations (assignment, beneficiary change and change in address).
• Responsible for administration of the operations department which carries out activities such as printing of policy documents, premium notices and their dispatch.
• Monitoring, controlling and streamlining the functioning of different methods for premium payments like ECS, SI, Drop Boxes and premium payment through Internet and passing correct cashier entries to account the money against the policy.
Management responsibilities:
• Handled the functioning of group operations and interacted with clients at corporate levels
• Responsible to manage the team members performance, establish objectives, develop plans, provide ongoing feedback and conduct performance reviews as per the standards of the organisation.
• Promote a positive and professional work environment.
• Worked as part of the senior management team for operations to establish the business plan for operations department-Production, Persistency, Retention, Staffing and Training.
• Encouraged team members to come up with new ideas and initiatives to enhance the work process.
• Implemented training programs to ensure that there is continuous education and development of the team members.
Company:
Worked with Blue Dart (India) Pvt. Ltd. as a Customer Support Officer from August 2000 to February 2002.
Blue Dart is Asia’s leading integrated air express carrier and premium logistics-services provider. Blue Dart has the most extensive domestic network covering over 14,000 locations, and service more than 220 countries and territories worldwide through Sales alliance with DHL.
Job Curve:
• Responsible for handling customer queries and requests.
• Keeping track of the status of goods in transit and ensuring that they are delivered to the customers on time.
• Co-ordinating with the branches situated in the different parts of the country, for the urgent delivery of priority goods.
• Was individually responsible for handling the client- American Express Cards, and their business interests.
• Generating control reports of the clients.
• Reporting to the manager the various types of customer queries and the key business areas.
Company:
Worked with CMS Computers Ltd. and was deputed at Citibank N.A., Technology Department, as a Customer Support/Help Desk Executive from November 1999 to August 2000.
CMS Computers Ltd is a leading IT solutions provider in India. CMS is dedicated to innovation & quality in providing cost effective solutions to the customers in the area of Information Technology.
Job Curve:
• Co- ordinating with users spread across various metros like Delhi, Calcutta, Madras, etc. and also across countries like Bahrain, Egypt, Algeria, Cameroon, Uganda, etc. and ensuring that their system related problems were take care of.
• Monitoring and handling requests of international users through an in – house utility called “Partner”.
• Providing on –line system support to users through Citibank’s in-built utility called “Chatter”.
• Responsible for allocating the technical problems of the users to the concerned support personnel and ensuring that the task is completed.
• Reporting and analyzing the user calls on a monthly basis.
• Generating daily and monthly reports.
• Handling user queries related to system performance, data and spool files of users, software problems, etc.
• Co-ordinating with various users and ensuring that their software and hardware requirements are adhered to.
• Creation of internet id’s for the users.
Company:
Worked with Motorola Page Point Services (India) Pvt. Ltd. as a Service Executive from July 1996 to October 1998.
Motorola in a joint venture with Page Point Services Pvt Ltd launched paging services all across India.
Job Curve:
• Uphold of calls and diverting the same to pager.
• Retrieving the messages to customers.
• Sending e-pages to customers.
Professional Qualifications:
• Currently pursuing certification from LOMA (Life Office Management Association) institute in FLMI (Fellow, Life Management Institute)
Appeared for LOMA 280-Principle of life insurance: Life, health and annuities-secured 85%.
Educational Qualifications:
• Completed M.Com. from Mumbai University with specialization in management – year 1999-2001.
• Completed T.Y.B.Com. from Mumbai University in the year 1998- 99.
• Completed H.S.C. from Mumbai University in the year 1995-96.
• Completed S.S.C. from Mumbai University in the year 1993-94.
Advanced Computer Skills:
Microsoft- Excel, Word, PowerPoint, Outlook, MS-DOS and Lotus Notes
Personal Information:
Date of Birth : 26th October 1977.
Marital Status : Married.
Salient Personality Traits:
Confident, Hardworking, Ability to work under stress, Effective communication and a desire to excel.
Hobbies and other interests:
Reading, Listening to music, Cooking.
Languages Known:
English, Hindi, Malayalam, Marathi & Konkani.
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