Namrata Banerjee
Upper Hutt,New Zealand
Summary
Experienced and reliable customer service professional with 10+ years of experience providing assistance in a high paced work setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly, efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers by adapting and learning new concepts quickly.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Customer Service and Underwriting Consultant
Suncorp New Zealand
Wellington, New Zealand
11.2021 - Current
- Support review and acceptance or denial of new or renewal business.
- Contributed to company’s quarterly customer satisfaction rate of 90 percent. Consistently earned an “excellent” on call quality evaluations.
- Manage between 25-30 calls on daily basis where I actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
- Determine and document referrals from Brokers/ Advisers. Communicate requirements and decisions.
- Analyse compliance, title documents and appraisals during underwriting process.
- Control loss by assessing risk, conducting system analysis and recommending policy solutions.
- Support review, acceptance or denial of new or renewal business by providing recommendation to Senior Underwriting team.
- Established positive working relationship with external and internal stakeholders
- Provided high level of assistance to Underwriting team in assisting with review, classification, recommendation of referrals for New or Existing Business.
- Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
- Calculate individual renewal rates based on customers background, industry and demographic information.
- Highly successful working within tight deadlines and fast paced atmosphere.
- Execute day to day task duties accurately and efficiently.
Plan Specialist
AMP Life (Now Part Of Resolution Life)
Wellington, New Zealand
05.2020 - 11.2021
- Guided clients through compiling important financial histories and documentation for evaluation (mainly New Business). Processed 50 and above applications each week for new business clients.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Developed and maintained courteous and effective working relationships.
- Managed escalations and proactively ensure timely resolutions.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Organized tele- interviews with customers, assessment on behalf of underwriters.
Customer Service Consultant
AMP Services Limited (New Zealand)
Auckland, New Zealand
11.2017 - 05.2020
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques. Ensured that 20 outbound calls were made to customers to establish rapport.
- Multitasked effectively to simultaneously handle emails and telephone customers' needs.
- Trained 5 new consultants on company products and processes.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Documented customer calls in full in Salesforce to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Technical Services Librarian
Toi Ohomai Institute Of Technology
Tauranga, Bay Of Plenty, New Zealand
04.2015 - 10.2017
- Catalogued and sorted books and library materials. Catalogued over 150 books each week.
- Selected effective resources, oversee library collections and manage budgets for School of Applied Technology.
- Mitigated librarian workload by independently managing basic patron requests and locating materials.
- Monitored patrons to enforce adherence to library policies for material management and behaviour.
- Produced statistical and collection reports for Management.
Information Librarian
Tauranga City Libraries
Tauranga, Bay Of Plenty, New Zealand
04.2014 - 04.2015
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded goals through effective task prioritization and great work ethic.
Electronic Course Material and Library Assistant
The University Of Auckland
Auckland, New Zealand
02.2003 - 02.2012
- Managed and trained 12 staff members overseeing their training and development on daily basis.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Gained strong understanding of various methods for cataloging books and other materials.
- Stayed up-to-date on library policies and procedures to smoothly enforce standards.
- Answered patron questions in-person or by phone regarding library services and resources.
- Supported staff with facility maintenance, security and customer relations work..
- Processed receipt of new book, audio visual and computer software inventory.
Education
Master of Library And Information Science - Library And Information Science
Victoria University of Wellington
Wellington, New Zealand11.2012
Skills
- Complex Problem-Solving
- Manage Multiple Priorities
- Adaptable
- Computer Skills
- Self Motivated
- Ability To Learn
- Listening Skills
- Know Your Customer
- Customer Needs
- Testing
- Documenting
- Administration
Accomplishments
Achieved 97% Year to Date in 2022 for Quality Assurance Assessment conducted on a monthly basis.
Regularly feature amongst the top performers in the team in context of daily work output for efficiency and productivity.
Achieved 97% Year to Date in 2022 for Quality Assurance Assessment conducted on a monthly basis.
Certification
Level 3 Underwriting Training - July 2022
Timeline
Customer Service and Underwriting Consultant
Suncorp New Zealand
11.2021 - Current
Plan Specialist
AMP Life (Now Part Of Resolution Life)
05.2020 - 11.2021
Customer Service Consultant
AMP Services Limited (New Zealand)
11.2017 - 05.2020
Technical Services Librarian
Toi Ohomai Institute Of Technology
04.2015 - 10.2017
Information Librarian
Tauranga City Libraries
04.2014 - 04.2015
Electronic Course Material and Library Assistant
The University Of Auckland
02.2003 - 02.2012
Master of Library And Information Science - Library And Information Science
Victoria University of Wellington
Referees available upon request
Referees available upon request.
Referees available upon request
Referees available upon request.
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