Ashan Anthony
Pickering,ON
Summary
Accomplished professional with several years of experience guiding and developing employees. Proven leader with strong background supervising daily activities and leading teams to meet operational goals. Stellar problem solver with excellent judgment and professional attitude.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Manager - GIAC
TD Insurance - Contact Center
Markham
03.2022 - Current
- Supervised the daily operations of the customer service and administration team, ensuring compliance with policies, and procedures on phone and digital environments.
- Created and Maintained policies and procedures to ensure consistent and efficient service delivery.
- Acted as the point of escalation for contentious, difficult, or sensitive customer matters, providing resolutions in a timely manner.
- Oversaw the issuance and policy documents, penalty order payments, and customer communications, ensuring adherence to established policies and procedures.
- Assisted the General Manager in developing annual business plans, service plans, key performance indicators, staffing proposals, and policies and procedures.
- Managed the team budget, including monitoring expenses and optimizing resource allocation.
- Supervised staff recruitment, selection, hiring, scheduling, and performance management, including training and development needs, coaching, mentoring, appraisals, and disciplinary actions.
- Ensured staff compliance with health and safety regulations and policies, promoting a safe work environment.
- Responded directly to customer inquiries and resolved highly sensitive complaints both verbally and in writing.
- Liaised with internal staff, external contacts, government, and non-government agencies to maintain positive relationships.
- Implemented customer service strategies.
Insurance Analyst - GIAC
TD Insurance - Contact Center
Markham
06.2019 - 03.2022
- Handled complex insurance administration tasks, ensuring compliance with legislation and internal policies.
- Provided technical guidance and support to junior staff, resolving escalated issues efficiently.
- Contributed to the development and implementation of new procedures to improve service delivery and operational efficiency.
- Engaged with clients to address concerns and provide accurate information, enhancing client satisfaction and trust.
- Monitored and managed operational risks, establishing effective control practices and reporting on issues.
- Provided expert-level support to TDI clients, ensuring successful onboarding, adoption, and ongoing satisfaction with the company'sproducts.
- Handled incoming calls and emails from members, providing accurate and timely information on pension plans and benefits.
- Educated policy holders on policies and procedures, ensuring clarity and understanding.
- Assisted in the development and implementation of new service initiatives, improving customer experience.
- Maintained detailed records of policy holder interactions, ensuring accuracy and confidentiality.
Education
Advance Diploma in International Business - International Business
Seneca College of Applied Arts And Technology
North York, ON12-2018
Skills
- Leadership and Team Development
- Client Relationship Management
- Policy Creation and Maintenance
- Strategic Planning and Execution
- Budget Management
- Communication and Interpersonal Skills
- Analytical and Problem-Solving
- Operational Risk Management
- Continuous Improvement
- Compliance and Regulatory Adherence
Certification
- Leading People - Harvard Manage Mentor
- International Business
- LSS - Lean Awareness
- Organizational Change Management - Intermediate
- Pursuing certified scrum master (CSM)
Timeline
Team Manager - GIAC
TD Insurance - Contact Center
03.2022 - Current
Insurance Analyst - GIAC
TD Insurance - Contact Center
06.2019 - 03.2022
Advance Diploma in International Business - International Business
Seneca College of Applied Arts And Technology
- Leading People - Harvard Manage Mentor
- International Business
- LSS - Lean Awareness
- Organizational Change Management - Intermediate
- Pursuing certified scrum master (CSM)
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