SHIVAM DHURIA
Senior Process Associate
About
Highly analytical and results-driven Senior Process Associate with over 4 years of experience in outsourcing industry, specializing in P&C insurance operations, client servicing, and CRM. Proven ability to independently manage end-to-end insurance agency support, driving efficiency gains and enhancing client satisfaction through meticulous policy administration, renewals, and effective client communication. Adept at leveraging data analysis to optimize processes and achieve high accuracy rates in complex environments.
Work
Orophyle Offshoring Pvt Ltd
|Sr. Process Associate
India
→
Summary
Currently managing a P&C insurance client, overseeing end-to-end virtual support for all agency operations to ensure seamless service delivery and client satisfaction.
Highlights
Solely managed comprehensive end-to-end virtual support for a P&C insurance client, ensuring seamless execution of all agency operations.
Streamlined prospect engagement by efficiently collecting quoting data via calls and emails, facilitating accurate carrier quote comparisons.
Managed all policy endorsements, renewals, and changes, ensuring timely execution and compliance for optimal client service.
Indivirtus Solutions Pvt Ltd
|Sr. Process Associate
India
→
Summary
Provided full-spectrum support to a P&C insurance agency client, independently managing daily tasks and documentation with a focus on accuracy and prompt follow-up.
Highlights
Delivered full-spectrum support to a P&C insurance agency client, independently managing daily tasks and documentation with high accuracy.
Systematically collected and verified underwriting data, resolving quote-related queries promptly to ensure accurate information flow.
Ensured accurate and prompt follow-up with all parties, significantly enhancing client communication and operational efficiency.
Cogneesol Pvt Ltd
|Process Associate
India
→
Summary
Processed a high volume of policy endorsements and managed client communications, driving significant improvements in accuracy and client satisfaction.
Highlights
Processed over 2,000 commercial general insurance policy endorsements utilizing Applied EPIC, consistently achieving a 99.8% accuracy rate.
Managed monthly communications with 100+ clients, fostering transparent policy management that resulted in a 15% increase in client satisfaction.
Spearheaded documentation improvements that optimized workflow efficiency, reducing overall processing time by 20%.
eClerx Services Ltd
|Analyst
India
→
Summary
Resolved numerous customer queries daily and provided critical chat-based technical support, consistently achieving high resolution and satisfaction rates.
Highlights
Resolved an average of 50+ customer queries daily, achieving a 92% First Contact Resolution (FCR) rate for complex service issues.
Provided critical chat-based technical support for internet, cable, and phone services, consistently maintaining a 4.7/5 Customer Satisfaction (CSAT) score.
Played a key role in enhancing customer support efficiency and overall service quality through expert technical assistance.
Education
National Institute of Electronics & Information technology
→
Courses
CCNA Networking - Routing & Switching
BFCET, Bathinda
→
Bachelors of Engineering & Technology
Electronics & Communication
DAV Public School, Muktsar
→
Intermediate (12th)
Non-Medical
DAV Public School, Muktsar
→
Matriculation (10th)
General Studies
Awards
2nd Place - Mobile Robotics
Awarded By
VIBGYOR Tech Fest
Secured 2nd Place in the Mobile Robotics competition at VIBGYOR Tech Fest, showcasing advanced engineering and problem-solving skills.
Project Presentation Recognition
Awarded By
Project Mania, JECRC College
Presented 'Home Automation Using Arduino' at Project Mania, JECRC College, demonstrating technical expertise and presentation skills in an engineering context.
Silver Medalist
Awarded By
Inter-college Chess Tournaments
Awarded Silver Medalist twice in consecutive Inter-college Chess Tournaments (2016 & 2017), demonstrating strategic planning and analytical prowess.
Skills
Client & Customer Service
Client Servicing, Customer Orientation, Customer Support, Client Communication, Customer Satisfaction (CSAT), First Contact Resolution (FCR), Stakeholder Management, Query Resolution.
Data Analysis & Reporting
Data Analysis, Data Integrity, Metric Tracking, Performance Reporting.
Problem Solving & Innovation
Problem Solving, Creative Thinking, Adaptability to Change, Process Improvement.
Technical & Engineering
Arduino, C++, Local Network design, Network Troubleshooting, Packet Tracer, Wireshark.
Process & Operations Management
Strategic Planning, Process Optimization, Workflow Efficiency, Documentation Management, Compliance Management.
Interpersonal & Development
Communication, Mentoring, Team Collaboration, Presentation Skills.
Insurance Operations
P&C Insurance, Policy Administration, Underwriting Data, Quoting, Endorsements, Renewals.
Volunteer
BFCET, Bathinda
|Teaching Assistant
→
Summary
Supported engineering students through academic assistance and practical guidance for three years during undergraduate studies.
Highlights
Delivered lectures to engineering students for three years, following schedules and curriculum prepared by professors, while enhancing comprehension of complex subjects.
Languages
English
Fluent
Punjabi
Native
Hindi
Fluent