DEEPIKA MONGA
SCARBOROUGH,Canada
Summary
Analytical Senior Account Analyst known for high productivity and efficient task completion. Possess specialized skills in financial analysis, risk assessment, and strategic account management. Excel in problem-solving, communication, and time management to deliver results and support organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Account Analyst
Aviva Insurance Company of Canada
09.2022 - Current
- Provided coaching sessions to enhance performance of account analysts
- Enhanced billing workflows through strategic development
- Enforcing and ensuring compliance with company policies and regulatory requirements
- Managing client relationships and resolving escalated issues
- Assisting underwriters and managers of other teams with complex billing inquiries
- Collaborating with internal departments to achieve organizational goals.
- Planned and executed regular team-building events as a member of social committee
- Provided recommendations for improving existing processes to enhance efficiency and profitability.
- Identified areas where additional training was needed among staff members to improve operational effectiveness.
- Contributed to Pro Nav project development
- Motivating pursuit of professional development aligned with agents' interests
Intermediate Account Analyst
Aviva Canada
Markham, Canada
10.2018 - 07.2021
- Company Overview: Aviva Canada is a leading provider of insurance products and services
- Resolving discrepancies between billed and paid receivables by effectively communicating with internal underwriting departments
- Entering data accurately and navigating screens while speaking and typing
- Responsible for providing excellent customer service to our clients/brokers/commercial clients/underwriters by answering billing inquiries in a professional, timely, and courteous manner
- Supporting the Sales Centers and Insurance Branches with accepting and processing payments and maintaining billing of client policies
- Aviva Canada is a leading provider of insurance products and services
- Three-time recipient of Employee of The Month award
- Billing Survey Superstar of The Month Award
- Quality of a Honey Bee Award
- Winner of customer operations Q4 2019 for Quality Assurance and Q1 2020 Take Ownership award
- Featured in 2 Interviews on Aviva Monthly Newsletter showcasing my Career journey and contributions to the company
Account Manager/Client Services Representative
Givex
Toronto, Canada
03.2018 - 10.2018
- Company Overview: Givex provides gift card and loyalty solutions for businesses
- Responded to incoming telephone and emails which includes answering questions, timely troubleshooting resolution, and coordinating follow-ups
- Assisted business clients to perform gift card transactions, reports, point of sale connectivity, password reset and terminal behavior, etc
- Supported training of our clients and did daily system regression testing
- Givex provides gift card and loyalty solutions for businesses
Inbound Customer Service/Technical Support Agent
CDS Global Canada
Markham, Canada
02.2016 - 02.2018
- Company Overview: CDS Global Canada provides customer service and technical support solutions
- Interacted with customers and provided them with assistance by answering questions, professionally addressing their complaints, and maintaining a secure and customer-friendly approach
- Processed bill payments, helping clients to set up or update pre-authorized payments on their accounts and canceled payments when needed
- Designated SME to coach new hires who lead by example
- CDS Global Canada provides customer service and technical support solutions
- Recipient of Award of Excellence
- The employee of Month - January 2017
Customer Service Manager
Walmart Supercenter
Toronto, Canada
11.2012 - 07.2016
- Company Overview: Walmart Supercenter is a multinational retail corporation that operates a chain of hypermarkets
- Provided training and managed a team and achieved master card targets daily
- Managed schedules and helped the team perform the duties according to standards
- Operated and supervised the cash register and processed money, cheques, and credit/debit payments
- Provided customer support by identifying customer needs and resolving complaints
- Did Follow all front-end loss prevention policies and procedures
- Walmart Supercenter is a multinational retail corporation that operates a chain of hypermarkets
Bank Teller
CIBC
Toronto, Canada
10.2013 - 10.2014
- Company Overview: CIBC is a leading Canadian bank that provides various financial services
- Created a positive client experience by understanding and meeting client needs quickly, professionally, and accurately
- Identified new sales opportunities and made quality referrals to colleagues
- Got a high score and excellent feedback on random customer satisfaction calls made by management
- Exceeded in cash balancing and sales target every week
- Did educate clients about using alternate channels to make daily banking easy and quick for them
- CIBC is a leading Canadian bank that provides various financial services
Account Manager/Customer Service Associate
411.CA
, Canada
10.2011 - 07.2012
- Company Overview: 411.CA is Canada's local search engine providing business listings and advertising services
- Generated leads and increased profits of 411.ca by acquiring new business clients through different search engine optimization such as Google, Craigslist, Kijiji, HotFrog, etc
- Identified and discussed advertising needs with managers and business owners and designed proposals based on their needs assessment
- Set up email accounts for small home-based businesses such as Cooks, and tailors who had a hard time setting up their email accounts
- Processed customer payments online and sent them confirmation via email
- 411.CA is Canada's local search engine providing business listings and advertising services
Customer Service Agent/Sales
Innovative Vision Marketing
Toronto, Canada
03.2009 - 10.2011
- Company Overview: Innovative Vision Marketing specializes in customer service and sales solutions
- Handled a high volume of calls in a fast-paced environment
- Achieved individual goals through Inbound and Outbound solicitation of supplied leads, customer relationship development, and selling techniques
- Provided superior customer service and work quality while demonstrating attention to detail and innovation in resolving problems
- Conducted surveys to obtain information about potential customers
- Innovative Vision Marketing specializes in customer service and sales solutions
Skills
- Supervision/Management
- Multitasking
- Organization and detail orientation
- Coaching/Telephone Etiquette
- Analytical research
- Adaptability and Flexibility
- Interpersonal Communication
- Written Communication
- Quality Evaluation
References
Available upon request
Certification
- Pursuing CIP since September 2023
Accomplishments
- Three-time recipient of Employee of The Month award
- Billing Survey Superstar of The Month Award
- Quality of a Honey Bee Award
- Winner of customer operations Q4 2019 for Quality Assurance and Q1 2020 Take Ownership award
- Featured in 2 Interviews on Aviva Monthly Newsletter showcasing my Career journey and contributions to the company
Timeline
Senior Account Analyst
Aviva Insurance Company of Canada
09.2022 - Current
Intermediate Account Analyst
Aviva Canada
10.2018 - 07.2021
Account Manager/Client Services Representative
Givex
03.2018 - 10.2018
Inbound Customer Service/Technical Support Agent
CDS Global Canada
02.2016 - 02.2018
Bank Teller
CIBC
10.2013 - 10.2014
Customer Service Manager
Walmart Supercenter
11.2012 - 07.2016
Account Manager/Customer Service Associate
411.CA
10.2011 - 07.2012
Customer Service Agent/Sales
Innovative Vision Marketing
03.2009 - 10.2011
Similar Profiles
Rehanna AlphonsoRehanna Alphonso
Business Analyst I at Aviva Insurance Company of CanadaBusiness Analyst I at Aviva Insurance Company of Canada
Madge HoarMadge Hoar
Healthcare Claims Advisor at Aviva Insurance Company of CanadaHealthcare Claims Advisor at Aviva Insurance Company of Canada
Marli GrieselMarli Griesel
Senior Recovery Analyst at AVIVA Insurance Company of CanadaSenior Recovery Analyst at AVIVA Insurance Company of Canada
Bernice MwabiBernice Mwabi
Server Assistant at TABULEServer Assistant at TABULE
Steven RadicsSteven Radics
Bible Study Camp Counsellor at Praise Christian Family Church (PCFC)Bible Study Camp Counsellor at Praise Christian Family Church (PCFC)