Himani Gour

 Name- Himani Gour Address- Kamiuma, Setagaya-Ku Tokyo-, - Email id--Freelance professional- Software Tester Assistant Manager Operations at TATA-AIG Life Ins Co Ltd April 2008 November 2010- Business Analyst- Head Office, Mumbai Liaising with user departments such as POS, Underwriting, Actuaries, Finance, etc for gathering requirements. Impact Analysis on other systems. Preparing and maintaining test cases and test plan Conducting UAT Maintaining documents for each project handled such as FDS,TDS, code review etc. Suggesting measures for process improvement User training on new system usage. Meeting vendors for project status updates. Working on projects which were cost saving, manual effort reducing and revenue generating. March 2006 to March 2008- Policy servicing in charge –East Zone, Kolkata Decentralizing of customer service Followup on KYC documentation for HNI and Orphan clients. Handling highest monthly volumes of requests and maintained SLA. Introducing a quality checking method of requests processed to ensure error free processing. Conducting operations training Reviewing existing processes Addressing channel partner grievances in monthly meetings Handling chronic complaints January 2004 to February 2006-Customer Service officer Complaint handling Conducting training for newly hired employees. Following-up for speedy issuance of policies. Handling HNI (high network investment) customers One point contact for Orphan customers Initiating premium collection facility for customers. September 2002 till December 2003-Tata-AIG life Ins. Co. Ltd (General and Life customer) Handling telephonic queries and complaints Retention for auto insurance customers. Claim query handling Previous Work- Associate Customer Service at G.E Capital From- June 2001 to 31st May 2002 Profile- Receiving Inbound Calls on credit card status. Authorizing cash on customer request. Handling written complaints received. Cross selling new products to customers. Achievements- Received “Tara” performance award in customer service year 2004. Selected on the basis of annual performance for Convention to London in April 2005. Received Policy Owner Servicing best team performance award November 2005. Won ‘Momentus’ awards for successful completion of project on outsourcing of notices in September, 2009 Awarded Sirius for team work on a printing ‘Outsourcing project’. Skills- Excellent Team Player and Individual Contributor. Customer handling skills. Positive attitude. Microsoft Excel, Word, Project. Responsible and proactive. Education- BA (English) Calcutta University- MBA United Business Institute- Brussels Marital Status- Married Date of Birth-11 Feb 1979 Languages- English, Hindi, Bengali, Learning Japanese. Interests- Listening to music, cooking and swimming.