Rakshitaa Sairam

nformed clients of policies and procedures.

• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Verified and improved quality standards by analyzing customer service metrics.
• Managed approximately 40 incoming calls, emails per day from clients

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered a team of 12 by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

• Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
• Calculated quotes and educated potential clients on insurance options.
• Explained features, advantages and disadvantages of various policies to promote insurance sales.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
• Interviewed prospective clients to discuss any existing coverage and obtain data about financial resources and physical condition of person or property.

• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Optimized resource allocation by analyzing team member skills and claim requirements, resulting in increased efficiency.
• Increased customer satisfaction by ensuring timely completion of claims and adherence to high-quality standards.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
• Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
• Maintained and managed customer files and databases.

• Maintained detailed records of customer interactions to inform future improvements in service delivery.
• Developed strong rapport with repeat customers through regular follow-ups on previous issues or inquiries.
• Implemented customer feedback systems to identify areas of improvement and increase overall satisfaction.
• Streamlined communication processes for improved customer experience and increased loyalty.

Moved to Canada, after wedding. While waiting for the Visa, spent time to explore and travel

• Streamlined project management processes by implementing Agile methodologies and improving team communication.
• Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
• Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
• Updated customers and senior leaders on progress and roadblocks.
• Partnered with project team members to identify and quickly address problems.