Summary
Overview
Work History
Education
Skills
Timeline
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Raja Shabbir

Raja Shabbir

Seguin,TX

Summary

Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.

Overview

5
5
years of professional experience

Work History

Assistant Agent

Independent Health And Medicare Agent
09.2023 - 01.2024
  • Resolved caller issues quickly and thoroughly.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

Manager of Operations

MARS BPO
02.2021 - 08.2023
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.

Team Lead

Shelby BPO
01.2019 - 12.2020
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with a calm, knowledgeable, and professional approach.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Oversaw a team of 30 agents focused on insurance-related calls.

Education

Master of Science - Chemistry

University of Agriculture
Faisalabad, PAK
09.2019

Skills

  • Positive Attitude
  • Customer service and care
  • Problem-Solving
  • Goal-oriented mindset
  • Call Management
  • Conflict Resolution

Timeline

Assistant Agent

Independent Health And Medicare Agent
09.2023 - 01.2024

Manager of Operations

MARS BPO
02.2021 - 08.2023

Team Lead

Shelby BPO
01.2019 - 12.2020

Master of Science - Chemistry

University of Agriculture

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Raja Shabbir