Mayank Sharma

• Managing the Contracting and Licensing department in the Vancouver and Langley office.
• Training new associates and monitoring progress. Reviewing associate performance and providing feedbacks.
• Assisting external clients with inquiries relating to carrier contracts and Apexa platform.
• Assisting external clients with inquiries relating to License and E&O coverage.
• Reviewing the contracting and licensing progress to ensure compliance to business, carrier and regulatory requirement.
• Delegated daily tasks to team members to optimize group productivity. Created and distributed monthly, quarterly and annual reports to management regarding performance.
• Offered training and support to keep team members motivated and working toward objectives.
• Reviewed completed work to verify consistency, quality and conformance.
• Performing other related functions as required and assigned.

• Reviewing all incoming contracts and IDCWIN agreements for accuracy and completeness of information;
• Supporting and managing onboarding and new contract requests through APEXA;
• Analyzing agent screening reports;
• Processing contracts promptly and efficiently within established time standards;
• Coordinating closely with advisor and carrier to resolve contracting problems and outstanding requirements;
• Tracking all contracts being processed for reporting purposes;
• Entering and documenting advisors on our back room system;
• Updating Fundserv code listings and submitting and reporting monthly;
• Communicating with regional team regarding additions or changes to Advisor status;
• Processing the purchase or sale of blocks of business according to contracting rules;
• Maintaining a record of client listings and the value of each block purchased or sold;
• Managing License and E&O records on our backroom systems;
• Supporting Advisors’ commission inquiries.
• Developed innovative strategies to establish best practices, promoting profitability.
• Created plans to propose solutions to problems related to efficiency, costs or profits.
• Organized client meetings to provide project updates.

• Establish and maintain confidential communication with residents and property management.
• Assisted and advised customers regarding usage and benefits of organization's services.
• Responsible for documenting and maintain reports related to discussions and feedback provided by residents, contractors and presented reports to appropriate department to enable further improvement in services.
• Coordinate often complex requests and build positive relationships with residents and neighboring businesses
• Secured the building by monitoring systems, performing facility walk throughs, and thereby achieving a zero incident record.
• Maintained the building's administration with regards to unit turnover, deliveries, and trade work.

• Greeted clients and provided personalized support to meet unique needs and promote brand loyalty

• Updated front desk's concierge book to maintain most relevant visitor information.

• Rectified volatile situations quickly through active listening and effective communication.

• Recognized by management for providing exceptional customer service.

Worked as an Associate handling medical benefits of employees working for our client Bank of America, At&T and American Airlines, State Farm.

DVS (Dependent Verification Services)
• Participated in a rigorous corporate initiative training program designed to quickly and effectively provide employees with extensive knowledge on industry subject matter • Reviewed and updated SOP to adhere to Corporate and Customer requirement.
• Analysis The DB (defined benefits), updating SOP and work with Onshore team• Process, prepare and submit business or government form, such as submitting Application for the coverage to Insurance Carrier.
• Audit the account for the approval of the employee enrollment for the benefits provided by the employer task from the HR staff's responsibility.

YSA department

• Analyze client's current insurance policies and suggestion additions or change.
• Handle policy Renewable and Help Policyholders settle claims.
• Working on work flow to handle escalation and errors.
• Working on Plan smart tool along with TBA, Imaging and Citrix.

• Obtained 100% customer satisfaction score within department.

• Managed and resolved projects using Microsoft tools.
• Interacted with customers; provided program information, policy and procedures.
• Handle customer complaints and concerns.
• Actively participated and set up activities in order to motivate team work.
• Kept customer and system account information accurate and current to support timely resolutions for all concerns.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Referred unresolved grievances to designated departments for further investigation.
• Surpassed 98% quality target by diligently working through scripted response plans and applying personal knowledge base to resolve concerns.
• Maintained 100% satisfaction score by consistently resolving 80% of first-call issues.