Dianadhevi Raja
Summary
Successful Assistant Manager with more than 17 years of professional experience. Seeking to leverage strong skills and expertise to increase my personal & professional work experience. Driven self-starter and fast learner who will rapidly adapt to new technologies and possess expertise with a claim's process in an Insurance industry.
Overview
19
19
years of professional experience
Work History
Assistant Manager
Fullerton Health Group
07.2018 - Current
- I have come up the learning curve with my current employer (Fullerton Healthcare Group). I handle a team of 16 agents, across two teams specialized in Medical Concierge & Inpatient Letter of Guarantee
- Assessment of Inpatient claims in accordance with policy contract and guidelines and ensuring emails and telephone call enquirers are well-managed and respond in a timely manner
- Ensuring claim is assessed correctly in accordance with policy contract and guideline and approved within Authority Limit given
- Continuous communication with both internal and external customer and providing the required support with the objective of providing quality claim service experience
- Investigate and escalate technical claim issue as and when experienced and assist to resolve complex inpatient assessment and conduct investigation
- Assist to provide necessary information and ad-hoc assignment to allow for accurate and timely submission of reports to management
- To initiate improvement of process, workflows, or system on a continuous basis and attend queries from both internal & external stakeholders and handle complaints
- Provide both theory and practical training and guidance to new or junior staff
- Monitor calls and report data to the management and organize feedback sessions with agents one to one.
Operation Executive
AXA Assistance Singapore Pte. Ltd
08.2016 - 07.2018
- Manage around 60 new outpatient claim and inpatient letter of guaranteed request
- Liaise with clinics and hospital if further query is required for the claim process
- Ensure claims procedure are as per SOP and handled as per SLA agreement
- Communicate claims decisions in a clear and simple manner
- Provide claims handling service to clients an intermediaries
- Support on any cost containment assignment
- Well versed in business email writing and professional interpersonal skill.
- Introduced new methods, practices, and systems to reduce turnaround time
Team Manager
Tele-Centre Services Pte Ltd
01.2015 - 07.2016
- I am appointed as Team Manager for an outsourced call centre
- I am currently handling 4 lines which is 2 is under the Ministry of Social & Family & 2 is under the Ministry of Communications
- I am handling a team of 9 members
- I manage day to day contact centre operations effectively and efficiently
- I do the opportunity to liaise with the clients for daily updates and do daily briefing with the team
- Below are some of my duties which I have performed
- Communicate and monitor clear individual performance objectives and service standards
- Regular performance feedback and team building in order to maximize customer satisfaction and team performance
- Communicate daily service issues to the team by proactively exchanging information relating to Operations
- Plan and conduct regular coaching sessions with each employee, including transaction monitoring, documentation and follow up
- Conduct regular Quality Monitoring in line with set processes Conduct employee counseling and disciplinary actions if required
- To effectively monitor employee schedules and contact centre resources in order to meet and exceed internal and external service levels at all times
- Provide regular information and reports to contact centre management and the clients as required
- Train New CCO & New Team Managers
- Document SOP and process workflows based on ISO Standards
- Attend monthly business review meetings and present hotline performance to clients
- Reviewing the performance of staff and identifying training needs
- Doing Real-Time Monitoring to improve quality, minimize errors and track operative performance
- Prepare monthly and any other periodic call centre performance reports by collecting, analyzing, and summarizing data and trends Provide reports to Finance for billing purposes
- Analyze trends and provide recommendation to reduce call volume and improvement of performance in Operational Meetings with Clients
- Conduct performance appraisal for Customer Service Officers.Conducting regular team meetings and briefing sessions
- Despite my responsibilities as a Team Manager, I am also part of my company's Recreational Club
- My position in the club is Asst
- Treasurer
- Being part of the recreational Club, I have pro-actively got myself engage for several events and have organized events and activities according to the budget provided by the company.
Sales Coordinator
Buhlmann Singapore Pte Ltd
01.2014 - 12.2014
- Order processing for the sales department
- Preparation of purchase orders
- Prepare Delivery Note & Invoices
- Handle enquiries from vendors & customers
- Follow up on order &outstanding issues
- Co-ordinate & track supplier completion date against customer deliver date
- Arrange and co-ordinate shipment of pipes with forwarders or DHL
- Software that we use is Navision.
Senior Executive
DBS Bank Ltd
09.2010 - 09.2013
- I was working as an inbound customer service officer in 24/7 call centre in DBS
- I was handling calls related to credit card, lost of cards and personal banking enquires
- I am trained in a full spectrum of skill sets on the above mention
- After 2 years later, I was still with the contact centre but doing off call duties
- My roles with the bank were with the alternate channels team in the contact centre
- I do email, form and IVR request for customers
- I do my level best to maintain high level of quality
- I uphold to all the banking secrecy of the company and meet all parameters
- I do also uphold honesty as working in the banking industry is of high confidential
- I have received few rewards and recognition with the bank.
Confidential Assistant Cum Chief Cashier
Cold Storage Singapore
10.2009 - 09.2010
- I was working in cold storage for a year as a Confidential Assistant
- I do recruiting for sales floor level and also handle staff payroll for both part time and full time staff
- I would help to submit work permit applications for new staff that joins the company
- I do more on HR matters as well as a bit a store accounts
- I do also do ordering of stationery for the store such as printing papers, ink roll and etc
- I do training for new staff that joins us
- I do handle telephone complaints as well direct complaints
- I also receive enquiries thru the telephone
- I do handle admin work as well, such as keying purchase order and data entries on daily basics.
Sales Acquisition Officer
UOB Bank Ltd
11.2008 - 07.2009
- I was working as a telemarketer for UOB credit cards
- I promote UOB credit cards and cash plus to customers thru telephone conversation and also direct sell to them when we have our UOB booth set up at shopping centers and also bank branches.
Nutritional Advisor
Nature's Farm Pte Ltd
07.2006 - 05.2008
- This job requires me to advise clients with their health enquiries
- I have interacted with clients face to face as well as over the phone on health enquiries
- I advise on health, beauty and fitness.
Cashier
Giant Hypermarket
01.2005 - 05.2006
- I took up a one year Traineeship program in ITE and was attached to Giant hypermarket
- My attachment started on 18 January 2005
- My task was to work every day for the company and a day for my theory lessons in school
- Under this attachment I have learnt a lot
- I have performed as a cashier, customer service associate and was taught the company’s overall sales floor performance
- I have interacted with customers face to face as well as over the phone
- I will also handle calls for product enquiry and complaint.
Education
Bachelor of Arts - Business Management
Edinburgh Napier University
PSB Academy 06.2024
Diploma - Business Administration( Digital Marketing )
PSB Academy
Singapore08.2023
Diploma - Business & Marketing, Sevice
Auston Institute of Management
Singapore08.2008
Nitec - Retail Management
ITE College West
Singapore12.2005
GCE N Level -
St Margaret's Secondary School
Singapore12.2004
PSLE -
Raffles Girls’ Primary School
Singapore12.2000
Skills
- Successful Assistant Manager with more than 17 years of professional experience Seeking to leverage strong skills and expertise to increase my personal & professional work experience Driven self-starter and fast learner who will rapidly adapt to new technologies and possess expertise with a claim's process in an Insurance industry
Additional Information
Other Activities
- Participate In School Performance 2001, 2002, 2003
Awards & Recognition
- DBS Bank Ltd, Singapore September 2010 — September 2013
- Compliment award in DBS Contact Centre World class call award for the month and quarter
- DBS Contact Centre Excellent Service Award in the banking sector (Silver)
Languages
English
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Timeline
Assistant Manager
Fullerton Health Group
07.2018 - Current
Operation Executive
AXA Assistance Singapore Pte. Ltd
08.2016 - 07.2018
Team Manager
Tele-Centre Services Pte Ltd
01.2015 - 07.2016
Sales Coordinator
Buhlmann Singapore Pte Ltd
01.2014 - 12.2014
Senior Executive
DBS Bank Ltd
09.2010 - 09.2013
Confidential Assistant Cum Chief Cashier
Cold Storage Singapore
10.2009 - 09.2010
Sales Acquisition Officer
UOB Bank Ltd
11.2008 - 07.2009
Nutritional Advisor
Nature's Farm Pte Ltd
07.2006 - 05.2008
Cashier
Giant Hypermarket
01.2005 - 05.2006
Bachelor of Arts - Business Management
Edinburgh Napier University
Diploma - Business Administration( Digital Marketing )
PSB Academy
Diploma - Business & Marketing, Sevice
Auston Institute of Management
Nitec - Retail Management
ITE College West
GCE N Level -
St Margaret's Secondary School
PSLE -
Raffles Girls’ Primary School
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