KRUBAGARAN GOPALAKRISNAN
Kuala Lumpur
Summary
To obtain a job position placement in finance and banking industry that can holistically develop my technical skills, critical thinking, leadership and interpersonal skills, while contributing towards the advancement of the company. To be exposed to the real working environment and work situations in Finance field. To sharpen technical competency and to experience a real working environment, as well as, working culture to prepare for future challenges.
Overview
8
8
years of professional experience
Work History
Senior Officer - Assistance Case Coordinator
Europ Assistance South East Asia
04.2024 - Current
- Accountability for end-to-end case medical and non-medical management to ensure all case actions to help our traveller are managed timely
- Demonstrate consistency in professional and personable communications whilst remaining calm and attentive
- Available and responsive via voice interactions and emails
- Demonstrate adherence to the ‘you live, we C.A.R.E’ ethos
- Adherence to Privacy procedures (verify caller and authorise contacts)
- Handle initial calls, and undertake initial case creation timely, in adherence with Service Level Agreements (SLAs)
- Apply strong communication skills to verify the Request for Assistance (RFA)
- Apply triage process to determine case complexity and progress the actions to follow
- Attempt first contact resolution
- Warm transfer calls to Medical team per procedure or traveller request
- Set case actions per procedure
- Facilitate bookings for ground and air transport – both medical and non-medical
- Placement of Guarantee of Payments for medical bills per procedure
- Direct travellers to medical facilities as per our MNA network procedure
- Obtain necessary documents to help support claims liability decisions
- Follow escalation procedures where there is expression of dissatisfaction or a complaint
- Identify and take action to manage CEV
- Adherence to shift scheduling and operating rhythms
- Engagement with peers and stakeholders to ensure traveller well-being and customer experiences are prioritized
- Application of PDS knowledge in customer interactions
- Delegate financial decisions to Claims Assessors or those with Delegation of Financial Authority
- Compliance with workplace H&S requirements
- Completion of Compliance training and adherence to Assistance Operational Procedures
- Always operating inside delegation of authority
Senior Account Executive
Aon Insurance Brokers (M) Sdn Bhd
01.2023 - 03.2024
- Ensure timely day to day servicing
- Assists HOD and managers in administrative tasks such as scanning, photocopying, preparation of letters, issuance of courier etc to be carried out correctly and in a timely manner
- Respond to routine enquiries and communications with existing and new clients
- Keep proper records of documents in accordance to filing protocol such as clients’ forms and payments, receipts, policies, endorsements, invoices from insurers and other tasks (billing, payment verification)
- Ensure strict full compliance with company’s internal policies and procedures as well as the local insurance regulatory requirements
- Take up active role in marketing the scheme to new, prospective clients by involving in roadshows, awareness talks conducted by the team
- Assist HOD in areas required as and when need to be.
- Internal training on system and products.
Operation Analysts
Marsh McLennan
04.2020 - 01.2023
- Provide quality customer service to client over phone call, email or portal navigation to resolve clients enquiries efficiently including liaising with internal &external clients
- Provide customers with product and service information
- Manage claim status, claims dispute, enrolment process and account management tasks
- Conducts training internally for new joiner on system and products
- Ensures timely and accurate production /processing of complex documents/information (includes report preparation)
- Maintains a basic understanding of the core aspects of relevant insurance and related legislation (customer awareness) and strengthen established relationships
Senior Customer Service Officer
Crawfort
08.2018 - 03.2020
- Coordinate and communicate effectively with clients over the telephone
- Answer, procure and provide product advisory for the customer’s inquiries over telephone
- Fix appointments for refinancing customers
- Follow up on clients’ scheduled appointments
- Handling and assisting customers with on boarding paperwork that includes client requests, forms, applications and order details
- Assist with managing client accounts
- Tactfully and professionally follow up on clients’ timely repayment
- Provide an exemplary level of customer service
- Any other ad-hoc duties
- Conduct training internally and externally on the product
- Handle customer’s payment circle and make sure paid on time
- Give payment advised for those who having issue with payment
- To perform evaluation/ assessment task for credit/loan application (corporate loan)
- To comply with company’s guidelines and procedure for credit judgement
Executive
AmGeneral Insurance Berhad
02.2017 - 10.2017
- Assistance existing customer to provide renewal service for insurance and road tax for the agent and walk-in in the database through email and phone calls.
- Perform calculation and prepare a quotation on insurance and road tax price
- Prepare documentation, record and filing daily renewal done, and data entry
- Follow up with relevant department regarding motor endorsement, claim, and refund.
- Deliver sales to achieve GWP and targets at the individual level.
Education
Bachelor of Finance -
Multimedia University Cyberjaya Campus (MMU)
Cyberjaya, Selangor10.2016
STPM - undefined
SMK Jitra
Jitra, Kedah12.2011
SPM - undefined
SMK Bandar Baru Darulaman (SMKBBD)
12.2009
Skills
- Microsoft Excel, PowerPoint, Word
- Management Skills
- Leadership
- Good interpersonal & Communication
- Strategic planning
- Report writing
- Team bonding
- Problem-solving
- Multitasking
- Team collaboration
- Decision-making
Languages
English
Bahasa Melayu
Chinese Mandarin
Tamil
References
Khairul Bariah, Basaruddin, 0166608996, Amgeneral Insurance Berhad
Priya Perimalu , 0172282798,Europ Assistance South East Asia
Hobbies and Interests
Jogging, Drawing, Painting, Travelling
Timeline
Senior Officer - Assistance Case Coordinator
Europ Assistance South East Asia
04.2024 - Current
Senior Account Executive
Aon Insurance Brokers (M) Sdn Bhd
01.2023 - 03.2024
Operation Analysts
Marsh McLennan
04.2020 - 01.2023
Senior Customer Service Officer
Crawfort
08.2018 - 03.2020
Executive
AmGeneral Insurance Berhad
02.2017 - 10.2017
STPM - undefined
SMK Jitra
SPM - undefined
SMK Bandar Baru Darulaman (SMKBBD)
Bachelor of Finance -
Multimedia University Cyberjaya Campus (MMU)
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