Mohd Suhail

Customer Digital Specialist @Esure Group

Glasgow City, GB

Managed digital-first journeys across webchat, email, SMS, and phone, ensuring seamless transitions between self-service and agent-assisted channels. • Resolved General Insurance queries and complex cases (death of policyholder, financial hardship) with empathy and FCA-compliant handling, reducing complaint escalations by 15%. • Identified recurring digital issues (login failures, form errors) and collaborated with internal teams to improve usability and reduce friction. • Provided feedback on platform features and chatbot logic, influencing updates that improved self-service resolution rates by 10%.• Reported customer behaviour trends using dashboards and Excel analysis, supporting targeted journey refinements. • Maintained CSAT > 90% and met targets for productivity, resolution speed, and quality assurance.

Surabhi Pre-University College

Pre-University

Deepayan English Medium High School

School

University of the West of Scotland

Master of Science - MS

JSS Shri Manjunatheshwara Institute of UG. & PG. Studies

Bachelor of Computer Application - BCA