Aezaz Jaria
Calgary
Summary
Results-driven professional with expertise in insurance administration, financial reconciliation, and customer service. Seeking a role to advance career growth and contribute to business success. Proven track record in account management, process optimization, and delivering exceptional service. Skilled in analyzing account data, resolving discrepancies, and improving operations to meet deadlines. Strong leadership, delegation, and multitasking abilities, committed to excellence. Eager to apply skills and knowledge to support underwriting operations, assess risk, and enhance client relationships.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Account Analyst
Aviva Canada
04.2021 - Current
- Administered home and auto policies while analyzing account information to reconcile financial discrepancies.
Processed daily reconciliations for Guidewire payments via various methods (Online, Cheque, Cash, POS, Debit, Credit). - Collaborated with banks on day-to-day payment and banking matters.
- Streamlined internal processes to improve efficiency and meet deadlines.
- Managed due and unpaid premiums, working with collection agencies to recover outstanding balances.
- Handled daily inquiries from internal stakeholders and business partners regarding Guidewire Accounting.
Worked with billing teams to resolve unidentified payments and reduce complexity. - Quickly cross-trained across all functions to support the team in various areas.
- Successfully managed customer escalations, achieving a 100% resolution rate without further escalation.
- Maintained high personal metrics, including QA scores over 85%, 450 calls per month, and daily offline tasks.
- Led onboarding and training for new associates on analyst tasks.
- Led one-day training sessions for new hires across various teams, ensuring smooth onboarding and fostering a collaborative environment from day one.
Customer Engagement Specialist
The Home Depot
07.2020 - 12.2020
- Assisted team supervisor with customer escalations related to delivery delays and offered effective solutions.
- Supported customer calls for placing new orders and servicing existing ones in the proprietary system.
- Collaborated with vendors, carriers, and external stakeholders to resolve inventory discrepancies.
Addressed delivery delays, damages, and replacements, providing prompt resolutions. - Worked closely with internal teams to simplify processes and minimize delays from backorders.
- Achieved personal success metrics, including QA scores over 85% and averaging 600 calls per month.
Shift Supervisor
Mucho Burrito
09.2018 - 06.2020
- Provided exceptional customer service through strong communication and problem-solving skills.
- Resolved concerns efficiently using product knowledge and resources.
- Organized corporate meetings, events, and team schedules.
- Managed payroll processing and employee timesheets.
Handled POS transactions, inventory, and merchandising. - Maintained store appeal through presentation and upkeep.
- Reviewed documents for accuracy and policy compliance.
Call Center Manager
WOK ON FIRE
04.2017 - 11.2017
- Led a team of 12 to efficiently manage delivery and takeout orders for 9 restaurants.
- Provided data-driven insights using MS Office and POS to support key decisions.
- Developed SOPs to enhance professionalism, attract top talent, and improve team efficiency.
- Redefined the POS system by analyzing feedback and optimizing workflows.
- Conducted regular coaching sessions, offering mentorship and constructive feedback.
- Fostered a positive work environment by recognizing achievements and motivating employees.
- Implemented team-building initiatives to boost morale and engagement.
- Ensured accurate product pricing and details across platforms for seamless operations.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
Admin Executive & Call Center Supervisor
WOK ON FIRE
04.2016 - 03.2017
- Oversaw software and IT solutions while driving online and offline marketing strategies to boost customer engagement and web traffic.
- Managed and trained new recruiters, fostering a skilled and motivated team.
- Collaborated with the HR manager to streamline data management and accurately track employee working hours.
Education
Diploma in Hospitality - Hotel and Restaurant Service Management
Seneca College
Toronto, ON04.2020
Skills
- Leadership skills
- Communication Skills
- Customer Service
- Computer Skills
- Data Interpretation
- Teamwork and Collaboration
- Multitasking Abilities
Certification
- Emergency First Aid Certification (AED and CPR)
- WHIMS certification
- AODA (Associations of Ontarians Disabilities Act)
Languages
English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Urdu
Elementary
Timeline
Account Analyst
Aviva Canada
04.2021 - Current
Customer Engagement Specialist
The Home Depot
07.2020 - 12.2020
Shift Supervisor
Mucho Burrito
09.2018 - 06.2020
Call Center Manager
WOK ON FIRE
04.2017 - 11.2017
Admin Executive & Call Center Supervisor
WOK ON FIRE
04.2016 - 03.2017
Diploma in Hospitality - Hotel and Restaurant Service Management
Seneca College
PURSUING
CIP
- C11- Completed
- C12- Enrolled
Professional Development
- Pursuing CIP Chartered Insurance Professional
Currently enrolled in C11: Principles and Practice of Insurance,
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