Riya Mallick
Ontario,Canada
Summary
Client service professional with robust background in delivering high-quality support and fostering client relationships. Known for reliability and adaptability in dynamic environments. Proficient in communication and team collaboration, consistently achieving positive outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Client Service Representative
Co-operators Insurance
06.2024 - Current
- Provided exceptional customer service by assisting clients with claims, addressing inquiries, and ensuring timely updates
- Managed claim intake and documentation, ensuring accuracy and compliance with company policies and regulations
- Assisted in claims evaluation, collaborating with adjusters to resolve complex cases and ensure proper payouts
- Resolved client concerns with professionalism, offering solutions and communicating next steps effectively
- Worked closely with internal teams to expedite claims and improve processes, maintaining accurate records in claims management systems
- Analyzed and identified discrepancies in claims, using problem-solving skills to ensure accurate and efficient resolutions
- Staying up to date with industry developments and best practices, applying knowledge to improve claims outcomes and customer satisfaction
Administrative Assistant/Dispatcher
Pro Haulerz Transport
01.2023 - 05.2024
- Implemented digital tools such as Samsara and AFM to track and manage time and attendance, time sheets, labor time, trip planning, and expenses for truck drivers, resulting in a 25% increase in operational efficiency and cost savings of $50,000 annually
- Provided overall administrative support by creating, updating, and maintaining files, inventories, records, and other documents, resulting in a 100% organized and searchable record-keeping system, improving workflow efficiency by 30%
- Assisted management with annual expense plans, strategically tracking income or revenue, and providing insights into performance, operations, and cash flow through financial reports, resulting in revenue growth of 15% and cost savings of $100,000 resulting in a 95% accuracy rate, reducing payment errors by 20%
- Accounted for task cards, log pages, and work packages, ensuring accurate tracking and documentation of work progress, resulting in a 100% completion rate of projects within the designated timeline
- Implemented effective marketing strategies, including media campaigns and promotional campaigns, resulting in a 25% increase in new business leads and revenue generation
Office Administrator
Signature Global Immigration Corp.
09.2021 - 11.2022
- Client Communication: Manage 50+ daily inquiries via various channels, ensuring accurate information dissemination
- Document Preparation: Process 100+ immigration documents monthly with a 99% accuracy rate
- Case Management: Maintain organized case files for 200+ clients, tracking application statuses and deadlines
- Database Management: Oversee a database of 300+ client records with a 99.5% accuracy rate
- Correspondence: Draft and proofread 20+ emails and letters daily for immigration consultants and clients
- Appointment Scheduling: Coordinate 10+ immigration consultant schedules and 100+ client appointments monthly
- Administrative Support: Provide general office support, including filing, copying, scanning, and inventory management
- Research: Stay informed about immigration laws and regulations, providing updates to consultants and clients
- Follow-up: Ensure timely completion of immigration processes by following up with clients on missing documents and application statuses
- Team Collaboration: Collaborate with colleagues to deliver high-quality immigration services and maintain client satisfaction
Assistant Front Store Manager
Shoppers Drug Mart
04.2021 - 09.2021
- Operational Management: Oversee daily store operations, managing an average annual revenue of $1.5 million and ensuring efficient inventory management to minimize stockouts and excess inventory costs
- Staff Supervision: Lead a team of 10-15 employees, including hiring and training new staff to maintain a high level of customer service and operational efficiency
- Customer Service: Maintain a customer satisfaction rate of over 90%, resolving customer issues promptly and implementing strategies to enhance the overall shopping experience
- Visual Merchandising: Implement effective merchandising techniques, resulting in a 20% increase in average transaction value and a 15% decrease in product returns
- Sales and Performance: Drive sales growth by 10% annually through effective sales strategies, staff training, and incentive programs, exceeding company targets consistently
- Budget Management: Manage a store budget of $200,000 annually, optimizing expenses to achieve a 15% reduction in operating costs while maximizing profitability
- Compliance: Ensure compliance with company policies, local regulations, and safety standards, resulting in zero OSHA violations and maintaining a clean and safe store environment
Store Manager
Dollar Tree
07.2017 - 03.2021
- Assisted customers and increased cross-selling orders by 60% through expressing interpersonal and people skills gained in the community services industry
- Arranged for delivery of items purchased and followed up with 2K+ customers to ensure receipt, increased product satisfaction by 87%
- Invented innovative ways to stock, display and merchandise marketing new items in a store list that attracted 1.2K clients daily, created a display design that enabled 80% of customers to select apparel without assistance
- Demonstrated problem-solving and a positive attitude during intensive times in a fast-paced environment involving 100+ calls a day
- Provided with detailed customer service on product health benefits, ingredients, quantity, and price, resulting in 95% customer satisfaction
- Achieved and exceeded sales targets, consistently meeting quotas and driving revenue growth across the food & multiple product lines managing inventory within the warehouse by completing physical tasks, understood basic product storage and handling requirements
- Accomplished creating store ownership and entrepreneurial mindset by training & recruiting staff in job duties, and sanitation and safety procedures
Education
Bachelor of Arts - Psychology, Business Development, Marketing
Trinity Western University
05.2020
Skills
- MS Excel
- MS PowerPoint
- MS Word
- Sales Management
- Customer service
- Services Operations & management
- Financial Management
- Medical/Community service Expertise
- Guidewire Cloud Claims Center
- CRM- Salesforce
- SharePoint
- Genesys
- Excellent communication skills
- Knowledge of the Microsoft Office
- Ability to work in a fast-paced computerized environment
- Excellent learning
- Problem-solving
- Decision-making skills
- Experience in sales and technology
- Self Starter
- Delegation
- Leadership
- Data driven decision making
- High quality performance
- Detail orientation
- Accuracy in a fast-paced office environment
- Concern for Safety
- Teamwork
- Passenger/Customer Service
- Results Focus
- Fostering Communication
- Follow-up skills
- Client relations
- File management
- System documentation
- Meeting deadlines
- Complaint handling
- Client support
- Database management
- CRM software
- Outbound calling
- Account management
- Funds transfers
- Database maintenance
- Client profile building
- Complaint resolution
- Customer relationship management (CRM)
- Calm and professional under pressure
- Document and records management
- Remote office availability
- Professional telephone demeanor
Certification
- Worker Health and Safety Awareness, 01/01/23
- Social Media Marketing for small business | LinkedIn Learning, 01/01/23
- Employee Experience | LinkedIn Learning, 01/01/23
- CIP: In Progress (Onto my 3rd course), 01/01/25
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Full Professional
Timeline
Claims Client Service Representative
Co-operators Insurance
06.2024 - Current
Administrative Assistant/Dispatcher
Pro Haulerz Transport
01.2023 - 05.2024
Office Administrator
Signature Global Immigration Corp.
09.2021 - 11.2022
Assistant Front Store Manager
Shoppers Drug Mart
04.2021 - 09.2021
Store Manager
Dollar Tree
07.2017 - 03.2021
Bachelor of Arts - Psychology, Business Development, Marketing
Trinity Western University
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