N. Surma Devi
Team Lead (FMLA) at MetLife
- Role
- Team Lead at MetLife
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About N. Surma Devi
CAREER OBJECTIVETo work for the organization and aligning the individual goals with the vision and strategic goals of the entire organization, learning through continuous experience and gaining expertise in the work, therefore growing with the growth of the company. My goals include developing a professional career through personal and professional evaluation of my needs strengths and weakness for positioning myself for new opportunities using the right kind of strategies and a positive attitude
Experience
Team Lead
Feb 2012 — Present · IN
SKILL SUMMARY• Escalation Handling• Weekly/Monthly/Quarterly Scorecard Calls With Clients• Daily Inventory Status Calls With Clients• Quality Calibration calls with clients• Audit Calls for the team and share one on one feedback• Conduct Associate/Management call listening sessions• Responsible for meeting SLA’s as per client expectations• Responsible for the debt recovery / overpayment recovery/ Collections• Target allocation on basis of daily capacity and expertise to the new joiners.• To ensure regular and stringent quality processing, as per the SOP guidelines• Preparation of monthly presentations for Ops and Training Review• Conducting Feedback Sharing Sessions with the associatesP & C experience:• Handling Operational and analytical work related to Billing & Remittance• Regular report analysis for the assigned groups and communicating the same to onshore clients• Ensure timely receipt of payments and applying the same to correct invoices• Contacting onshore groups to resolve payment discrepancies• Preparing monthly dashboards and client communication for MBRs and QBRs• Provide training and on the job support to new hires to decrease the learning curve• Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across organization• Managing projects from onshore state site teams to ensure timely delivery of work
Education
Indian institute of Ecology
Masters
2011 — 2013
Assam University
Bachelor's degree
2006 — 2008
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