ELAINE DRAMILA RODRIGUES

• Consolidated records and documentation across various systems to assist in data accuracy and operational readiness. Provided efficiency, support and used my experience in critical situations during time of company's integration.
• Liaised with underwriter, client and intermediary queries with high-quality service to meet business satisfaction.
• Prepared daily reports and documentation to aid decision-making and operational planning. Provided administrative support to enhance team operation.
• Maintained compliance with FCA regulations to support data integrity.
• Uploaded required documentation to PPL/Whitespace to facilitate process efficiency.
• Working with high-profile clients from all over the world.

• Serve as the first point of contact for pension queries through phone, email, and live chat.
• Address customer queries effectively across phone, email, and live chat platforms. Assists clients in navigating and using the online pension portal effectively.
• Provide clear and accurate information on pension accounts, benefits, contributions, and withdrawals. Handle customer concerns with empathy, aiming to resolve them efficiently on the very first contact.
• Escalate intricate client issues to the appropriate teams through monitoring progress to ensure prompt resolution.
• Ensure accurate documentation of client interactions and regularly update records in internal systems.

Senior Associate - Insurance Claims Handler for South African Clients (March 2021 - April 2022)

• Delivered end-to-end service for the clients, ensuring the claims were settled as soon as possible and the clients were satisfied.
• Liaised with clients and other stakeholders to gather necessary information and resolve claim issues efficiently.
• Investigated and processed insurance claims promptly and accurately, ensuring adherence to company policies and regulations.
• Received correspondence from claimants, verified insurance coverage and arranged assistance to meet clients' needs, exceeding performance targets.
• Trained a Team of 16 on a software called JIRA.

Specialist - Claims Technical support for UK clients (May 2022 - Sept 2023)

• Conducted Training and quality checks for 4 freshers.
• Processed corporate and individual claims and ensured the claims were processed on time.
• Worked on high volume claims and ensured that they are actioned on time.
• Maintained detailed records of claims activities and communicated effectively with clients regarding claim status updates and resolutions.
• Collaborated with underwriters to assess claim risks and develop strategies for mitigating future losses.
• Worked with different software and ensured all the claims were correctly processed. The following tools were used: Brokasure, Clearsight, CASA xchanging, and various other company software.
• Assisted colleagues in investigating and troubleshooting problem claims, using expert knowledge to find and fix problems.

Insurance claims handler for Aviation (February 2019 - April 2020)

• Handled insurance for Emirates and other airlines.
• Worked closely with Account Handler to resolve claims quickly and efficiently.

Insurance claim handler for Property & Casualty for UK clients (May 2020 - March 2021)

• Handled end-to-end files of clients, from commencing a claim to settling it.
• Collaborated closely with underwriters, solicitors and advocates to ensure the claims were settled accurately.