Asad Kazi
Vancouver,Canada
Summary
Highly skilled six-sigma certified professional with relevant experience in handling customer service adjustments, insurance claims, and policy interpretation. Recognized for exceptional decision-making abilities and project management, achieving service level targets consistently. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
9
9
years of professional experience
Work History
Customer Service Adjuster
ICBC
Vancouver, British Columbia
11.2022 - Current
- Managed high-volume inbound and outbound calls to address customer inquiries and claims.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions based on liability.
- Complete knowledge of ClaimCentre, Cimplicity, and JobAids (Knowledge Management).
- Consistent performance in the year 2023-2024 with 100% customer satisfaction score, 98% Quality score, and 1200 Seconds Efficiency against 1400 Seconds floor average.
- Received kudos and appreciation from customers, supervisor, and management for exceptional customer service.
Operation Manager
D-SOFT LLC
Ahmedabad, Gujarat
05.2021 - 06.2022
- Monitored and improved efficiency of processes, team performance, and customer service.
- Developed and implemented operational procedures to ensure quality standards are met.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Improved gross profit margin by 8% in year 2021-2022 by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Operations Manager
TECH MAHINDRA
Ahmedabad, Gujarat
03.2016 - 04.2020
- Analyzed data from daily reports to identify trends in production performance metrics.
- Monitored plant performance using statistical methods such as Six Sigma or Lean Manufacturing techniques.
- Achieved service level target of 85% for 2 consecutive years in 2018-2020. Improved departmental CSAT score by 8% since the inception of the project.
- Awarded as star employee in year 2017-18-19 for achieving Service Levels, Departmental Key Process Indicators, and compliance throughout tenure.
Education
Master of Science - Biotechnology
Ganpat University
Mehsana, India06-2011
Bachelor of Science - Microbiology
Gujarat University
Ahmedabad, India07-2009
Skills
- Business process improvement
- Analytical, problem-solving skills
- Gap analysis
- Project management abilities
- Training and coaching facilitation
- Decision-making skills
Timeline
Customer Service Adjuster
ICBC
11.2022 - Current
Operation Manager
D-SOFT LLC
05.2021 - 06.2022
Operations Manager
TECH MAHINDRA
03.2016 - 04.2020
Master of Science - Biotechnology
Ganpat University
Bachelor of Science - Microbiology
Gujarat University
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