Sapna Kumar
Dubai,UAE
Summary
Dynamic professional with extensive experience in banking and insurance, demonstrating strong communication and organizational skills. Proven ability to identify solutions and apply analytical expertise to drive results. Skilled in multi-tasking, facilitating group discussions, and managing projects effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Associate – Key Clients
Daman Insurance
Dubai
2016.12 - 2017.10
- Responsible to maintain various Key Client relationships across the Daman network
- Ownership to resolve all Key Client related queries & complaints in a timely manner
- Ensure all operational activities comply with the policy & procedures of Daman and as per SLA’s defined with the respective Key Client
- Hold weekly meetings with the Key Clients in order to identify, assess and resolve issues (if any)
- Provide updates and briefings on new products, policies and procedures in order to streamline processing and reduce rejection rates
- Share weekly/monthly MIS reports on relationship status with Sr. Management of Daman
Operations Supervisor
Daman Insurance
Abu Dhabi, UAE
2013.06 - 2016.12
- Responsible to supervise & process all sales – operational activities within the defined turn-around time.
- Ownership to resolve all broker/customer related queries & complaints in a timely manner
- Ensure all operational activities comply with the policy & procedures that have been defined
- Actively participate with Sr. Management in order to improve processes and streamline operational efficiency
- Build smooth interfaces & relationships with other departments like Finance, Claims and PRD in order to ensure smooth daily operations
- Provide trainings to new and existing brokers on various insurance products and policies offered by Daman
Sr. Operations Executive
Mashreq Bank
, UAE
2012.06 - 2013.07
- Responsible to assist all Customer Service Officers (CSO), Relationship Officers (ROs) & Assistant Team Leaders (ATLs) in their daily operational concerns & queries
- Responsible to ensure and validate availability of mandatory physical documentation for all sales
- Responsible to ensure quality of scanned documentation for further data entry and processing
- Identified as a responsible resource to supervise and maintain all customer related documentation in the “Fire proof” Chubb.
- Responsible for all DSU – Sharjah & Northern Emirates – HR related activities – Onboarding, IT relations (Infrastructure requests, set-up, etc.)
- Responsible to co-ordinate all training related requirements with Learning & development
- Maintain and update the DSU attendance and leave register in line with the banks policy.
Business Development Manager
Cozeezee Bedding & Linen
Dubai
2009.04 - 2011.05
- Part of the initial strategic team responsible for set-up, sales, marketing & promotions of Cozeezee branded beddings & linen
- Responsible to liaise with strategic business partners and single handedly set-up the Cozeezee kiosk at Home Design Furniture (Mall of the Emirates)
- Represented Cozeezee bedding & linen at various shopping fairs such as Sharjah Ramadan Fair 2009, 2010 and “Mega Mela” 2010.
- Responsible for selection and sourcing of raw materials from local and international manufacturers.
- Responsible for the bottom and front line profit reporting to stakeholders
MIS Officer
HSBC
Dubai
2007.10 - 2009.03
- Part of a 4 member team responsible to generate daily, weekly and monthly MIS reports for the PFS (Personal Financial Services)
- Responsible to liaise with the Distribution unit and provide regular support to Branch Managers with pre-defined and scheduled MIS reports
- Part of a strategic team to identify key areas of possible growth within HSBC’s distribution network
- Responsible to provide support to all new branch staff in order to resolve their CRMS queries and concerns
Customer Service Representative & Sr. E-customer Service Agent
HSBC
Dubai
2005.01 - 2007.09
- Responsible to provide high levels of customer service through HSBC’s state of the art “telephone banking” for all existing & potential customers
- All calls were handled with an average call score of 98-100% customer satisfaction
- Trained on all HSBC’s Products, Policies & Procedures in order to answer & clarify customer concerns/queries in an efficient, polite and customer friendly manner.
- Responsible to handle calls across various geographic locations such as – UAE, Bahrain, Qatar, Oman & Jordan
- Identified by Call Center Management as a responsible resource to provide and generate MIS reports across the team
- Additional deliverables included, training and walk through for new staff and Cross-selling of various HSBC offerings such as Term Deposits, Account Opening, Credit Cards & Asset Relationships (Personal Loans, Auto Loans, etc.)
- Was responsible to manage the floor in terms with assisting other agents and helping to maintain the expected Service Level.
- Provide Technical Support and Customer Service to Personal Internet Banking customers and on various aspects relating to:
- Internet Banking & HBME Online Services
- System Requirements & Browser Settings
- Deliver quality service to the banks high caliber customers segments “Premier”
- Provide customer service support online via email to 5 regions (UAE, Bahrain, Qatar, Oman and Jordan.)
- Assist all agents on a daily basis for any products or service support.
- Develop ownership attitude for customer complaints to ensure they are addressed properly and promptly.
- Provide constructive and constant feedback on improvement of products, services, processes to reduce cycle time of costs and enhance customer satisfaction.
Education
BBA - Business Management, Marketing
Emirates College For Information & Tech (ECMIT)
Dubai, UAE2001-02
Higher Secondary Schooling -
Sharjah Indian School
Skills
- Attention to detail
- Multi-tasking under pressure
- Customer issue resolution
- Service compliance integration
- Self-motivation and organization
- Banking processes expertise
- Negotiation and interpersonal skills
Certification
- Awarded Daman – Employee of the month for efficiently processing and achieving operational targets for endorsements; claims & finance related activities.
- Awarded Mashreq – Best performer of the year for assisting the DSU – Sharjah & Northern Emirates in achieving their YoY targets.
- Awarded HSBC – Best Employee for the month of September 2006 for being Customer Driven
- Awarded HSBC – Excellent Performer for being Customer Driven
- Awarded HSBC – Achieved highest leads for the month of January & February 2006
Languages
Proficient in English & Hindi.
References
References can be made available upon request
Timeline
Associate – Key Clients
Daman Insurance
2016.12 - 2017.10
Operations Supervisor
Daman Insurance
2013.06 - 2016.12
Sr. Operations Executive
Mashreq Bank
2012.06 - 2013.07
Business Development Manager
Cozeezee Bedding & Linen
2009.04 - 2011.05
MIS Officer
HSBC
2007.10 - 2009.03
Customer Service Representative & Sr. E-customer Service Agent
HSBC
2005.01 - 2007.09
BBA - Business Management, Marketing
Emirates College For Information & Tech (ECMIT)
Higher Secondary Schooling -
Sharjah Indian School