Sharely Jean Aliec

• Lead and manage a team of sales representatives and underwriters, providing direction, support, and performance feedback to achieve sales and underwriting targets. Set individual and team performance goals, monitor progress, and conduct regular performance reviews to ensure targets are met, and provide constructive feedback.

• Manage and supervise the underwriting process for new and renewal policies, ensuring that risk assessments and policy approvals align with company standards and guidelines.

• Address and resolve any complex issues or discrepancies related to overseas claims, coordinating with relevant departments to ensure timely and accurate resolution.

• Address and resolve escalated customer issues or complaints promptly, ensuring a positive resolution and maintaining customer trust.

• Review and approve, or deny, insurance policy applications based on underwriting criteria, risk assessments, and company policies.

• Work closely with underwriters to resolve complex cases, provide guidance on underwriting decisions, and ensure consistency in risk assessment and policy issuance.

• Oversee the end-to-end sales process, from lead generation to closing deals, ensuring efficient execution and adherence to underwriting guidelines and company policies.

• Regularly track SLA performance against defined targets, using performance metrics such as response times, claim processing times, and customer satisfaction scores.

• Execute regular and ad-hoc quality audits of insurance sales processes, claims handling, and customer interactions to ensure adherence to quality standards and accuracy.

• Develop accurate sales forecasts based on historical data, market trends, and business objectives, including considerations for underwriting capacity and risk management.

• Assist in the recruitment process by interviewing and selecting new sales and underwriting team members, ensuring the team has the necessary skills and experience. Facilitate the onboarding process for new team members, providing training and support to ensure a smooth transition and integration into the team.

• Regularly review and evaluate the sales process, tools, and techniques to identify areas for improvement and implement changes to enhance effectiveness.

Achievements:

• Led the sales team to achieve 120% of the annual sales target, resulting in a revenue increase of AED 2 million over the previous year.

• Developed and executed a comprehensive training program that increased the team's product knowledge and sales skills, leading to a 10% improvement in overall team performance.

• Supervise the daily activities related to insurance policy management, claims processing, underwriting, and customer service to ensure smooth and efficient operations.

• Manage the underwriting process for new policies and renewals, ensuring that risk assessments are accurate and underwriting guidelines are followed.

• Review and approve, or deny, insurance applications based on risk assessments, ensuring that decisions align with company policies and risk tolerance.

• Work closely with underwriting teams to resolve complex cases, provide guidance on underwriting decisions, and ensure consistency in risk assessment and policy issuance.

• Monitor and ensure compliance with insurance regulations, underwriting guidelines, and company policies, including data protection and risk management standards.

• Identify operational and underwriting risks, develop mitigation strategies, and implement controls to prevent potential issues and ensure business continuity.

• Lead and manage a team of operations and underwriting staff, providing direction, support, and performance feedback to ensure high levels of productivity and morale.

• Conduct training programs and workshops to enhance team skills and knowledge in underwriting practices, regulatory requirements, and operational procedures.

• Collaborate with customer service teams to address and resolve escalated issues, and implement strategies to enhance customer satisfaction and service quality.

• Generate and present regular reports on operational and underwriting performance, including key performance indicators (KPIs), issues, and improvement plans to senior management.

• Work closely with cross-functional teams and stakeholders to ensure successful project execution and alignment with business objectives.

• Perform regular audits and quality checks on underwriting decisions and operational procedures to identify areas for improvement and ensure adherence to guidelines.

• Use customer feedback to make improvements and adjustments to underwriting processes and operational procedures, enhancing overall service delivery.

Achievements:

• Led the overhaul of policy administration and claims processing workflows, resulting in a 15% reduction in processing time and a 10% increase in overall operational efficiency.

• Decreased average underwriting turnaround time by 18%, by optimizing workflow processes and implementing automated risk assessment procedures.

• Achieved 100% compliance with industry regulations and internal policies by developing and enforcing rigorous compliance checks and audit procedures.

• Developed and rolled out a customer service training program that led to a 40% improvement in first-call resolution rates and a 25% increase in overall customer satisfaction.

• Led a team of 20+ operations and underwriting staff, resulting in a 20% increase in team productivity and a 10% improvement in employee retention rates through effective leadership and development programs.

• Utilized data analytics to identify trends and optimize operational strategies, resulting in an 8% improvement in key performance indicators (KPIs), such as policy issuance and claims resolution.

• Conducted regular audits and quality checks, identifying and rectifying key areas of improvement that enhanced operational compliance and reduced error rates by 9%.

• Awarded the best employee for two consecutive quarters in overall performance.

• Consulting with internal and external administration teams to answer any queries, errors, or complaints.

• Consulting with internal and external administration teams to answer any queries, errors, or complaints.

• Achieving client relationship targets and KPIs as set by the Head of Sales, managing medical claims tracker.

• Explain the pre-authorization procedure to high-profile clients. Conferred with customers about concerns with products or services to resolve problems and drive sales.

• Work closely with different departments, such as underwriting, claims, and customer service, to coordinate activities and ensure seamless operation.

• Assisting in underwriting motor products, generating reports for the clients, and being a relationship manager for the Oman Insurance Privilege Club team in Data Direct Outsourcing Services.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Achievements:

• Achieved a 98% customer satisfaction score by providing accurate information, empathetic support, and efficient claim resolution, exceeding the company's target by 12%.

• Resolved 90% of insurance claims and inquiries on the first call, minimizing the need for follow-up and enhancing the customer experience as First Time Resolution.

• Introduced a new customer feedback system that identified key areas for improvement, leading to a 20% enhancement in overall service delivery.

• Achieved a 98% quality assurance score in call evaluations by consistently adhering to best practices in communication, accuracy, and compliance during customer interactions.

• Successfully managed and resolved 90% of high-priority escalated cases within 24 hours, ensuring swift and effective solutions while maintaining customer satisfaction.

• Awarded the 'Quality Excellence Award' for exceptional performance in maintaining high-quality service standards and effectively managing escalations.

• Recognized as 'Top Performer of the Quarter' for outstanding customer service and exceptional handling of high-value claims.