ATHIRA AGNES ANIL
Brampton,ON
Summary
Resourceful professional with experience in HR support and the insurance industry. Currently supporting employees and managers at TD Bank with HR policy, time-off, and payroll queries. Skilled in customer service, case resolution, and navigating internal systems in fast-paced, confidential environments.
Overview
9
9
years of professional experience
Work History
Contact Centre Representative – HR Department
TD Bank
Markham, ON
02.2025 - Current
- Handle high-volume inbound calls from employees, people managers, and associates regarding HR policies, time-off guidelines, and system processes.
- Guide users through TD’s internal HR systems to access and understand information related to payroll, timesheets, and absences.
- Respond to queries about payroll discrepancies and absence management with clarity and professionalism.
- Escalate complex cases to appropriate HR support teams for investigation and resolution.
- Deliver empathetic, accurate, and policy-compliant support to enhance the employee experience
Quality Assurance Analyst
Yarab Technologies Pvt. Ltd., IN
IN
05.2021 - 08.2022
- Successfully reviewed claims, ensuring accurate alignment with policy coverage and reducing company risk by 18% through the identification and investigation of fraudulent claims
- Maintained 100% compliance with legal and regulatory requirements for underwriting practices, contributing to zero compliance violations and ensuring seamless adherence to company policies and guidelines
- Identified and addressed issue trends and violation patterns and implemented initiatives, reducing recurring issues
- Resolved issues swiftly, reducing TAT through effective escalation
- Enhanced service quality assurance by preparing and analyzing over 50 detailed audit reports on call evaluations daily, leading to a spike in service consistency and customer satisfaction in a B2C sales environment.
Senior Associate Insurance Operations
Allianz Services Pvt. Ltd., IN
IN
12.2019 - 04.2021
- Managed inbound and outbound calls with Australian customers, inquiries related to account issues, technical problems, and service requests, ensuring quick and accurate resolution
- Achieved a 95% first-call resolution rate by efficiently resolving customer inquiries and ensuring adherence to policies and compliance standards
- Optimized CRM and database management, enhancing data accuracy and supporting compliance efforts, which reduced processing errors by 20%
Senior Customer Service Associate
RR Donnelley, IN
IN
11.2016 - 12.2019
- Spearheaded Auto and Property insurance operations for U.S. clients, streamlining policy issuance, renewals, endorsements, cancellations, running loss reports, and detailed evaluations as per client requirements
- Enhanced underwriting accuracy by conducting detailed risk assessments, including applicants’ claims history, financial standing, and property condition
- Prepared and executed contracts by ensuring all terms were correctly articulated and aligned with risk assessments
- Maintained meticulous underwriting records and generated insightful reports, enhancing decision-making for management and audit readiness
Education
Post Graduation - Human Resource & Business Management
Algoma University
Brampton, ON04.2024
Bachelor of Arts - English
Kerala University
06.2019
Skills
- Microsoft Office
- Customer Service
- Time Management
- Coaching and Training
- Problem Solving
- Claims Evaluation
- Quality Assurance
- Phone Etiquette
- Active Listening
- PeopleSoft HRMS
- HR services
- Workday absence management
Timeline
Contact Centre Representative – HR Department
TD Bank
02.2025 - Current
Quality Assurance Analyst
Yarab Technologies Pvt. Ltd., IN
05.2021 - 08.2022
Senior Associate Insurance Operations
Allianz Services Pvt. Ltd., IN
12.2019 - 04.2021
Senior Customer Service Associate
RR Donnelley, IN
11.2016 - 12.2019
Bachelor of Arts - English
Kerala University
Post Graduation - Human Resource & Business Management
Algoma University