Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative
Mohd Shafiq Bin Hasnan

Mohd Shafiq Bin Hasnan

Team Lead At AIG Operation Center Asia
Kuala Lumpur

Summary

Smooth and efficient Team Lead with experience enhancing executive productivity and improving business operations. Exceed expectations for maximizing group performance and overseeing efficient calendars. Operate well with minimal supervision to meet demanding objectives.

Overview

2
2
Languages
9
9
years of professional experience

Work History

Business Process Specialist

AIG Operation Center Asia
Kuala Lumpur
01.2012 - 10.2014
  • Processing quotes for insurance and issuing policy using AIG systems.
  • Experienced in processing insurance request from all states in United States of America.

Senior Business Process Specialist

AIG Operation Center Asia
Kuala Lumpur
10.2014 - 08.2016
  • Processing quotes for insurance and issuing policy using AIG Software.
  • Experienced in processing insurance request from all states in United States of America.
  • Backlog Reporting and handling calls with business partners
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.

Multinational Account Specialist

AIG Operation Center Asia
Kuala Lumpur
08.2016 - 04.2020
  • Issuing Office functions
  • Executes the delivery of global programs produced by AIG which requires local policy issuance, premium billing and collections.
  • Performs tax calculation (GST, Stamp duty, FSL) on top of the base premium.
  • Issue Invoice, premium billings to the local broker or direct clients.
  • Process the quotation schedule for new policy issuance and renewals for various lines of business.
  • Prepare policy documents by putting the terms and clauses based on the local regulations requirements.
  • Issue certificate of Insurance and acknowledge NOC(Notification of Cover) and do a heads up to prepare for the incoming full request.
  • Process new policy issuance, renewals and endorsements.
  • Book the policies in the booking systems in a Citrix based system.
  • Responsible for complex accounts that require extensive knowledge on reinsurance, tax regulations and policy issuance fees for countries handled.
  • Issue the policy documents to the respective parties or Business Partner.
  • Responds to local client and brokers queries as a main contact point.
  • Direct communicate to the producing office /underwriters
  • Maintain client’s database in the shared drive ensuring all sensitive data are updated and protected.

Team Leader

AIG Operation Center Asia
Kuala Lumpur
04.2020 - Current
  • Initiated timely response to emails, voicemails and written correspondence.
  • Led team of 11 members while providing exceptional customer service.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Positioned as go-to person for staff members, troubleshooting complex administrative and training issues promptly.
  • Managing team SLA, Quality, Performance & Productivity
  • Ensure operations according to defined KPIs and SLAs
  • Constantly building excellent relationship with business partners and ensuring all expectations are met.
  • Responsible for engaging stakeholders, getting feedback and driving continued customer experience improvements
  • Escalation point for advisory related topics and train up team members
  • Handling Weekly and Monthly business engagement meetings. - Overseeing and participating in new business migrations.
  • Engaging with various departments within the company to ensure day to day operations went smooth.
  • Organizing / Participating in team engagement activity
  • Any other Ad Hoc task that is required from time to time.

Education

Bachelor's Degree - Economics

International Islamic University Malaysia (IIUM)

Skills

Operational Oversight

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Accomplishments

  • Supervised team of 11 staff members.

Timeline

Team Leader

AIG Operation Center Asia
04.2020 - Current

Multinational Account Specialist

AIG Operation Center Asia
08.2016 - 04.2020

Senior Business Process Specialist

AIG Operation Center Asia
10.2014 - 08.2016

Business Process Specialist

AIG Operation Center Asia
01.2012 - 10.2014

Bachelor's Degree - Economics

International Islamic University Malaysia (IIUM)

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Mohd Shafiq Bin HasnanTeam Lead At AIG Operation Center Asia