Pritha Pujari
Brampton,ON
Summary
Self-motivated professional with over four years of experience in the insurance industry. Experienced in leading a team in the commercial property line of business serving about 40 brokers . Currently pursuing Chartered Insurance Professional designation, completed three courses (C11, C12 and C14) and continuing to pursue remaining courses to achieve my designation. Effectiveness and prioritization are key drivers for me. I thrive working in a fast-paced environment with an ability to proactively solve business problems. Overseeing my team has helped strengthen my ability to lead and manage different team members.
Overview
11
11
years of professional experience
Work History
Team Lead - Commercial Lines Property
Able Insurance Brokers Ltd.
09.2021 - 01.2023
- Oversaw commercial property department new business, renewals, endorsements
- Delegated daily tasks to team members to optimize productivity
- Monitored team members and enforced deadlines
- Reviewed and marketed commercial property submissions
- Coordinated between underwriters and brokers in the quoting process
- Built and maintained a positive relationship with underwriters to facilitate business growth
- Quoted risks on insurance company portals
- Communicated with underwriters during the quoting process
- Reviewed binding requests from brokers to ensure all binding requirements were met
- Created monthly reports for management review
- Reviewed and approved certificates of insurance
- Updated training material to match changes in market guidelines
Insurance Administrator
Able Insurance Brokers Ltd.
05.2018 - 09.2021
- Logged and acknowledged new business/remarket submissions from brokers to be reviewed by supervisor
- Maintained new business excel sheet on a daily basis to show real time status update of submissions
- Sent new business and remarket applications to markets and followed up with markets in order to expedite quoting process, especially for rush requests
- Created and updated quote activity worksheet and sent status update to brokers for their respective submissions
- Prepared renewal list monthly, co-ordinated with renewal underwriters in order to receive renewal quotes timely
- Issued prebill letters to brokers and clients for agency bill renewals. Followed up with brokers on the status of each renewal to ensure agency bill renewals are bound within expiry date.
- Prepared and sent lapse letters for policies that were not renewed or cancelled by companies
- Checked direct billing renewals were issued timely by insurance company. Followed up with underwriters for pending renewals
- Processed endorsement and cancellation requests from brokers post manager review
- Issued certificates of insurance, as and when requested by brokers, and sent to manager for review
- Performed other administrative tasks such as scanning new mail, mailing policy documents to clients, creating new files, filing important documents, pulling client
files as and when required by brokers
Quality Analyst - Customer Service
Playgames 24X7 Pvt. Ltd.
06.2015 - 02.2018
- ·Audited email responses and call recordings of CS team with a strength of over 20 team members using quality evaluation form addressing customers' queries and complaints as per set protocols
- Provided performance feedback to team members based on quality scores
- Identified areas for performance improvement through needs assessment and developing/implementing customized training module
- Created an encouraging environment to inspire employees for open communication and developed spirit of camaraderie
- Developed and maintained evaluation document and incorporated changes when required
- Conducted weekly quality sessions with team to discuss team performance and encourage new ideas for enhancing customer satisfaction
- Imparted quality standards training and evaluation methods for new associates
- Handled and resolved customer complaints by providing appropriate compensation if requested enhancing customer satisfaction and retention
Process Associate
Playgames 24X7 Pvt. Ltd.
06.2012 - 05.2015
- Communicated with customers and answered account related general queries
- Resolved technical issues and account related discrepancies with effective trouble shooting ensuring customer satisfaction
- Followed–up with customers and responded to issues/concerns, relating to website navigation
- Collaborated with technology team to report, investigate and resolve unknown technical issues to enhance customer experience
- Coordinated with logistic partners to ensure the successful delivery of customer shipments
- Selected by management to train new associates
- Provided assistance to customer service manager in updating and maintaining SOP
- Assisted group customers in complaints resolution process through perceptive listening and needs assessment
Education
CIP (Currently Pursuing) - Insurance And Risk Management
Insurance Institute of Canada
Toronto, ONMasters in Management Studies -
Mumbai University
Mumbai, India05.2012
Bachelor of Science -
Mumbai University
Mumbai, India06.2009
Skills
- Insurance industry experience
- Teamwork and Collaboration
- Problem-Solving
- Work Planning and Prioritization
- Detail - oriented
- Experience in Leadership
- Multitasking
- Client Support
- Microsoft Office applications
- Strong interpersonal and organizational
skills
Languages
English
Hindi
Timeline
Team Lead - Commercial Lines Property
Able Insurance Brokers Ltd.
09.2021 - 01.2023
Insurance Administrator
Able Insurance Brokers Ltd.
05.2018 - 09.2021
Quality Analyst - Customer Service
Playgames 24X7 Pvt. Ltd.
06.2015 - 02.2018
Process Associate
Playgames 24X7 Pvt. Ltd.
06.2012 - 05.2015
CIP (Currently Pursuing) - Insurance And Risk Management
Insurance Institute of Canada
Masters in Management Studies -
Mumbai University
Bachelor of Science -
Mumbai University
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