Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SALONY MALIK

Summary

  • Over 14 years of work experience as Branch Manager, Insurance broker, Collections agent, Lead Account Protection Specialist, Auxiliary Voice Hiring Specialist, Master Account Protection Specialist, Senior Account Protection Specialist, Quality Analyst, Auxiliary Team Support Specialist and Senior Business Associate.
  • Meeting and exceeding sales goals.
  • Has a proven ability to provide exceptional customer service to customers by demonstrating empathy, building rapport, active listening and showing understanding.
  • Excellent analytical skills and ability to make accurate decisions.
  • Confident and communicates in a professional manner, leading the conversations with the customers towards a mutually beneficial outcome.
  • Drives results, gains personal satisfaction from achieving quality outcomes for the organization
  • Can provide quality service within specified department targets.
  • Good time management and prioritizing of tasks.
  • Team builder with excellent communication and a marked sense of customer service skills.
  • Ability to work within a busy and demanding team environment.

Overview

17
17
years of professional experience

Work History

Branch Manager, Digital Distribution

BrokerLink
01.2021 - Current
  • Building and leading an highly engaged team
  • Drive growth and deliver second to none customer experience
  • Working with management team and peers to develop business strategies which deliver outperformance.
  • Implement and execute on these plans by leveraging team's talents and skills sets and through regional collaboration.
  • Contribute to driving growth and brand awareness in the Territory, by planning and driving marketing initiatives.
  • Accountable for overall recruiting and staffing of the team.
  • Responsible for managing, coaching, and developing the team. This includes conducting regular one on one meetings with direct reports and proactively managing succession plans for the team.
  • Building and executing Engagement Action Plans. Motivate staff to participate in company objectives and continuously keep them informed of changes or new directions.
  • Responsible for ensuring that quality of service meets expected standards.
  • Examine customer experience and implement tools and programs to enhance their experience.
  • Analyze and resolve service and sales problems and follow up with clients on escalated issues as required.
  • Develop and maintain strong working relationships with our key insurer partners.
  • Assist in preparing and monitoring all branch level operating and expense budgets

Digital West Advisor II

BrokerLink
07.2019 - 01.2021
  • Helping customers find insurance solutions that meet their needs
  • Ensuring customer satisfaction and offering advice that helps them make informed decisions.
  • Creating a trusting environment that fosters sales and customer retention.
  • Making Outbound calls on Brokerbridge to generate more sales.
  • Actively engaging in training and professional development

Collector

MetCredit
10.2018 - 07.2019
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Located debtors by utilizing skip tracking and other strategies.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
  • Minimized total number of delinquent accounts through [Action]

Lead Account Protection Specialist

American Express
09.2017 - 07.2018
  • Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
  • Answer inbound calls from Card members and set up/action fraud cases on calls.
  • Review fraud claims from Card members. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.
  • Service transaction level credit and fraud related inbound calls from merchants and card members.
  • Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time.
  • Real time, transaction level credit and fraud risk assessments.
  • Point of Sale (POS) approval.
  • Charge reversals.
  • Resolve cases within the assigned empowerment limit.

Voice Hiring Specialist

American Express
06.2016 - 08.2017
  • Responsible for conducting voice assessments and selecting premium voice talent for American Express.
  • To partner with Talent Acquisition team to ensure a smooth hiring experience for the applicants.
  • Work Closely with Business and other teams to create feedback channels for the Voice Hiring Team.
  • To maintain the database and assessment sheets.
  • Regularly calibrate self to American Express Voice Hiring Standards.
  • Analyzing data, publishing weekly and monthly reports.
  • To Maintain the Database, Prepare Reports & Assessment Sheets as required.

Master Account Protection Specialist

American Express
09.2013 - 09.2016
  • Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
  • Answer inbound calls from Card members and set up/action fraud cases on calls.
  • Review fraud claims from Card members. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.
  • Service transaction level credit and fraud related inbound calls from merchants and card members.
  • Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time.
  • Real time, transaction level credit and fraud risk assessments.
  • Point of Sale (POS) approval.
  • Charge reversals.
  • Resolve cases within the assigned empowerment limit.

Quality Analyst

Barclays
12.2009 - 08.2013
  • Monitor calls and e-mails. (remote or side-by-side)
  • Provide feedback to teams based on their performance.
  • Conduct briefings for the teams.
  • Prepare & analyze quality related reports and provide suggestions to bring down the error rate.
  • Perform regular quality checks and supervise the process.
  • Conduct batch-wise presentations to Operations with a plan of action for improving performance.
  • Achieve the target number of call and e-mail monitors for their respective processes.
  • Ensure adherence to SLAs (Service Level Agreements
  • To be updated on the process and issues that arise.
  • Ensure regular meetings with Quality TM (weekly) & Operational TM (monthly) to keep him/her informed of any developments relating to the performance of the team and updates received.
  • Work closely with the teams to achieve Quantitative and Qualitative targets specified by the Client.
  • Ensure he/she is informed on product updates for the process by conducting trainings, refresher sessions and ensure the same is cascaded among agents in every team.
  • Establish innovative systems and procedures for handling data & reports and continuously improvise on them.
  • Ensure quality trackers are in line with compliance and audit requirements. Client Interface:-
  • Attend Calibration calls with clients.
  • Prepare weekly and monthly reports for the Clients on performance by the teams.
  • Identify process gaps and collaborate with the Client to formulate solutions
  • Act as an interface with the client for updates on the process and to be responsible for cascading the same to the teams.
  • Resolve issues/ disagreements if any with the Client.

Auxiliary Team Support Specialist

Barclays
05.2009 - 08.2009
  • Monitor calls and e-mails. (remote or side-by-side)
  • Provide feedback to teams based on their performance.
  • Conduct briefings for the teams.
  • Prepare & analyze quality related reports and provide suggestions to bring down the error rate.
  • Perform regular quality checks and supervise the process.
  • Conduct batch-wise presentations to Operations with a plan of action for improving performance.
  • Achieve the target number of call and e-mail monitors for their respective processes.
  • Ensure adherence to SLAs (Service Level Agreements
  • To be updated on the process and issues that arise.
  • Ensure regular meetings with Quality TM (weekly) & Operational TM (monthly) to keep him/her informed of any developments relating to the performance of the team and updates received.
  • Work closely with the teams to achieve Quantitative and Qualitative targets specified by the Client.
  • Ensure he/she is informed on product updates for the process by conducting trainings, refresher sessions and ensure the same is cascaded among agents in every team.
  • Establish innovative systems and procedures for handling data & reports and continuously improvise on them.
  • Ensure quality trackers are in line with compliance and audit requirements. Client Interface:-
  • Attend Calibration calls with clients.
  • Prepare weekly and monthly reports for the Clients on performance by the teams.
  • Identify process gaps and collaborate with the Client to formulate solutions
  • Act as an interface with the client for updates on the process and to be responsible for cascading the same to the teams.
  • Resolve issues/ disagreements if any with the Client.

Senior Business Associate

Barclays
05.2008 - 08.2009
  • Monitor calls and e-mails. (remote or side-by-side)
  • Provide feedback to teams based on their performance.
  • Conduct briefings for the teams.
  • Prepare & analyze quality related reports and provide suggestions to bring down the error rate.
  • Perform regular quality checks and supervise the process.
  • Conduct batch-wise presentations to Operations with a plan of action for improving performance.
  • Achieve the target number of call and e-mail monitors for their respective processes.
  • Ensure adherence to SLAs (Service Level Agreements
  • To be updated on the process and issues that arise.
  • Ensure regular meetings with Quality TM (weekly) & Operational TM (monthly) to keep him/her informed of any developments relating to the performance of the team and updates received.
  • Work closely with the teams to achieve Quantitative and Qualitative targets specified by the Client.
  • Ensure he/she is informed on product updates for the process by conducting trainings, refresher sessions and ensure the same is cascaded among agents in every team.
  • Establish innovative systems and procedures for handling data & reports and continuously improvise on them.
  • Ensure quality trackers are in line with compliance and audit requirements. Client Interface:-
  • Attend Calibration calls with clients.
  • Prepare weekly and monthly reports for the Clients on performance by the teams.
  • Identify process gaps and collaborate with the Client to formulate solutions
  • Act as an interface with the client for updates on the process and to be responsible for cascading the same to the teams.
  • Resolve issues/ disagreements if any with the Client.

Education

General Insurance

Insurance Council – British Columbia

Canadian Accredited Insurance Broker (CAIB) -

Insurance Brokers Association of Alberta
02-2025

General Insurance Level II - undefined

Alberta Insurance Council
EDMONTON, Alberta
10.2021

Bachelor's of Commerce -

University of Delhi
08.2009

Pursuing Chartered Insurance Professional (CIP) - Completed C70 - Gateway To Commercial Insurance

Insurance Institute of Canada

Skills

  • Proficient negotiation abilities
  • Effective team collaborator
  • Leadership in hybrid settings
  • Effective prioritization skills
  • Detail-oriented accuracy
  • Strong work ethic

Languages

English
Hindi

Timeline

Branch Manager, Digital Distribution

BrokerLink
01.2021 - Current

Digital West Advisor II

BrokerLink
07.2019 - 01.2021

Collector

MetCredit
10.2018 - 07.2019

Lead Account Protection Specialist

American Express
09.2017 - 07.2018

Voice Hiring Specialist

American Express
06.2016 - 08.2017

Master Account Protection Specialist

American Express
09.2013 - 09.2016

Quality Analyst

Barclays
12.2009 - 08.2013

Auxiliary Team Support Specialist

Barclays
05.2009 - 08.2009

Senior Business Associate

Barclays
05.2008 - 08.2009

General Insurance Level II - undefined

Alberta Insurance Council

General Insurance

Insurance Council – British Columbia

Canadian Accredited Insurance Broker (CAIB) -

Insurance Brokers Association of Alberta

Bachelor's of Commerce -

University of Delhi

Pursuing Chartered Insurance Professional (CIP) - Completed C70 - Gateway To Commercial Insurance

Insurance Institute of Canada

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SALONY MALIK