Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaifali Khurana

Surrey,BC

Summary

Hardworking and focused professional offering excellent communication, planning and prioritization skills demonstrated through years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.

Overview

7
7
years of professional experience

Work History

Broker Enquiry Unit Rep

ICBC
04.2024 - Current
  • Provide information concerning group and individual insurance packages, the range of risk coverage, benefits paid and other policy features to brokers
  • Help brokers calculate payment methods, plans, and premiums to make sure clients are receiving proper coverage
  • Ensure policies meet client requirements to their satisfaction
  • Help brokers create and customize special coverage packages for clients and tailor them to their requirements
  • Assist brokers with processing transactions.
  • Maintained up-to-date knowledge of industry trends, ensuring that clients received the most accurate information to make informed decisions about their investments.

Resolution Agent Specialist

Moe’s Home Collection
05.2021 - 03.2024
  • Answering inbound claims call from the customers
  • Listen to customer concerns and issues to accurately identify the nature and details of the problem
  • Analyze and evaluate customer complaints or issues to determine their validity and severity
  • Develop and implement effective solutions to address customer concerns or complaints
  • Work with relevant departments or teams to resolve complex issues that may require cross-functional collaboration
  • Maintain detailed and accurate records of customer interactions, issues, and resolutions
  • Document steps taken to address each customer problem for future reference and improvement
  • Keep customers informed about the progress of their inquiries and the steps being taken to resolve their issues
  • Follow up with customers to ensure that their issues have been fully resolved and that they are satisfied with the outcome.

Assistant Manager

Budget Furniture Land LTD.
12.2019 - 05.2021
  • Plan, organize and control store operations
  • Study market trend to determine customer demand
  • Determine product to be sold and implement price and credit policies
  • Develop and implement marketing strategies
  • Authorize expenditure and monitor store’s revenues
  • Place container orders from overseas vendors.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.

Administrative Assistant

Urban Barn
01.2019 - 12.2019
  • Manage and support E-commerce orders and shipping logistics
  • Support the stores nationally with SAP related questions and issues
  • Assists in managing the warehouse inventory
  • Assemble data and prepare special reports
  • Collaborate and support the stores on consumer order issues, statuses, and shipping logistics
  • Manage and ensure the product is shipped and delivered accordingly.

Client Account Management

CBV Collections
11.2017 - 01.2019
  • Answering inbound calls from the customers
  • Making outbound calls to customers to have outstanding balances on their account
  • Assisting customers and coming up with payment arrangements so that services are not interrupted
  • De-escalating customers and helping them in understanding the correct procedures
  • Coming up with a payment plan for the customer to maintain and retain their account
  • Update accounts, initiate billing and process claim payments, and receive payment for services
  • Collaborate with internal teams to address client concerns and find solutions
  • Maintain accurate and detailed records of client interactions, transactions, and communications.

Education

Accounting Diploma -

Douglas College
New Westminster, BC
09.2017

Skills

  • Customer Service Experience
  • Client Account Management
  • Customer Issue Resolution (Claims)
  • SAP Knowledge
  • Logistics Proficiency
  • Managerial Leadership
  • Fast-Paced Environments
  • Technical Proficiency

Business relationship building

Negotiation expertise

Documentation expertise

Timeline

Broker Enquiry Unit Rep

ICBC
04.2024 - Current

Resolution Agent Specialist

Moe’s Home Collection
05.2021 - 03.2024

Assistant Manager

Budget Furniture Land LTD.
12.2019 - 05.2021

Administrative Assistant

Urban Barn
01.2019 - 12.2019

Client Account Management

CBV Collections
11.2017 - 01.2019

Accounting Diploma -

Douglas College

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Shaifali Khurana