VON KIEN PANG
JOHOR BAHRU
Summary
Adept at driving operational excellence and customer satisfaction, I significantly enhanced service quality at GENERALI INSURANCE MALAYSIA SDN BHD. My leadership boosted branch profitability and fostered strong client relationships, leveraging skills in Branch Operations Management and Relationship Building. Achieved consistent revenue growth by implementing strategic sales tactics and nurturing a high-performing team culture.
Overview
16
16
years of professional experience
Work History
BRANCH MANAGER
GENERALI INSURANCE MALAYSIA SDN BHD
04.2020 - Current
- Improved customer satisfaction ratings by enhancing service quality and resolving Insured issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
BDM
AXA Affin General Insurance Berhad
04.2017 - 03.2020
- Strengthened relationships with key clients through regular communication and meetings.
- Organized networking events to connect with potential Insured, increasing brand visibility within target sectors.
- Championed continuous improvement initiatives within the organization leading to enhanced efficiency levels.
- Grew revenue in target agents by engaging in strategic partnerships and alliances.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Increased client base by developing and implementing effective business development strategies.
- Secured major contracts by delivering persuasive presentations to potential clients.
- Consistently exceeded sales targets, contributing significantly to overall company revenue growth yearonyear.
Account Manager
AXA Affin General Insurance Berhad
12.2013 - 03.2017
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Unit Head, Loss Adjuster
MSM INTERNATIONAL ADJUSTERS
07.2012 - 12.2013
- Negotiated fair settlements, balancing the interests of both policyholders and the insurance company.
- Provided exceptional customer service during stressful events, demonstrating empathy and understanding towards clients'' concerns.
- Assisted in the development of training materials for new hires, fostering a culture of continuous learning within the organization.
- Maintained up-to-date knowledge of industry regulations, trends, and emerging issues through continuous professional development courses.
LOSS ADJUSTER
CRAWFORD & COMPANY
08.2010 - 06.2012
- Collaborated with legal counsel on litigated claims, providing necessary documentation and evidence to support case resolution efforts.
- Developed comprehensive reports detailing claim findings, supporting efficient decision-making processes.
- Contributed to fraud detection efforts by identifying suspicious patterns in claims submissions and reporting potential cases of insurance fraud for further investigation.
- Leveraged strong negotiation skills to achieve mutually agreeable resolutions in disputed claims situations.
- Assisted in the development of training materials for new hires, fostering a culture of continuous learning within the organization.
Loss Adjuster
MSM INTERNATIONAL ADJUSTERS
06.2009 - 08.2010
- Leveraged strong negotiation skills to achieve mutually agreeable resolutions in disputed claims situations.
- Contributed to fraud detection efforts by identifying suspicious patterns in claims submissions and reporting potential cases of insurance fraud for further investigation.
SITE SUPERVISOR
KIAN KA CONSTRUCTION PTE LTD
06.2008 - 02.2009
- Oversaw personnel safety and efforts at work site.
- Supervised material usage and contractor man-hours to keep projects in line with budgetary restrictions.
- Maintained records and logs of work performed and materials and equipment used.
Skills
Customer Service
Branch Operations Management
Relationship Building
Relationship building and management
Coaching and Mentoring
Team Player
Performance Reviews
Team Supervision
Timeline
BRANCH MANAGER
GENERALI INSURANCE MALAYSIA SDN BHD
04.2020 - Current
BDM
AXA Affin General Insurance Berhad
04.2017 - 03.2020
Account Manager
AXA Affin General Insurance Berhad
12.2013 - 03.2017
Unit Head, Loss Adjuster
MSM INTERNATIONAL ADJUSTERS
07.2012 - 12.2013
LOSS ADJUSTER
CRAWFORD & COMPANY
08.2010 - 06.2012
Loss Adjuster
MSM INTERNATIONAL ADJUSTERS
06.2009 - 08.2010
SITE SUPERVISOR
KIAN KA CONSTRUCTION PTE LTD
06.2008 - 02.2009
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