Nirosh Lutchman Soorajbally

The enclosed curriculum vitae highlights my career history and educational certifications. From the onset of my career, I have been exposed to and worked across multiple geographies and business units enabling me to have a deep understanding of operations, strategy and people. Although chronologically I am young, my experience and speed to competence has been on an upward trajectory for the last8 years. I have worked in matrix, high pressured environments throughout my career. I am comfortable both in the managerial and specialist space within Customer Relationship Management. My success thus far has been based on the maturity, professionalism and customer management that I bring to the business as well as my ability to integrate the various operational functions into the customer satisfaction strategies seamlessly. I have managed large to medium teams and I am able to easily change my levels of work based at the task at hand. My passion lies in account management which allows me to ensure that a solid relationship is built between the customer and company which thereby advances and strengthens the companies brand image. I work to strict financial regulations and procedures and always keep abreast with the latest policies and procedures to ensure that I am providing the best service I possibly can.

• I have a total of 10+ years’ experience in Customer Relationship Management
• I have an extensive knowledge in the Insurance Industry focusing on Customer Management.
• 10+ years of establishing and implementing policies and procedures
• 10+ years of understanding and enforcing Human Resources practices
• 10+ years of building relationships with different operational business units.
• 10+ Experience in continuous improvement through the implementation of best practices
• 10+ years of developing, implementing and monitoring business plans focusing on sales, customer service, complaints, and risk compliance and setting performance targets
• 10+ years of business and financial acumen on all aspects of the support services

• Provide input and support into defining business requirements key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration;
• Ensure all policies and procedures are documented, regularly reviewed and implemented effectively throughout the operation
• Manage campaign for outbound and inbound customer contact activity, based on the customer contact plan and requirements from customer value management base marketing and operational teams.
• I work closely with project managers to ensure that progress is in line with customer value management Roadmap, any risks or issues are actioned upon timely, set mitigation actions and provide subject matter expertise where required, reduce TCO effectively in a timely manner.
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decision making rules can be enhanced to drive increased business benefits
• Manage and resolve escalations that have impact on critical path of service delivery
• Resource planning to meet business needs and ensuring that staff are multi-skilled and that the resource plan is flexible enough in order to cater for unexpected changes
• Reporting on volumes, SLAs, trends, salaries and incentives.
• Effective decision-making by applying entrepreneurial knowledge and “out of the box” thinking and weighing up the risks involved
• Analyze processes and to identify areas that needs processes improved or streamlined.
• Manage ongoing clients relationships to ensure desired retention levels are achieved
• I have achieved effective client management and continuously ensure that all client’s engagement are managed professionally and effectively demonstrates the organizations values at all times.