Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Michael Louis

Michael Louis

Beau-Bassin

Summary

Insurance operations leader with 15+ years of progressive experience across group insurance, back-office management, customer service, and process optimization. Skilled in leading high-performing teams, streamlining complex workflows, executing quality control, and supporting digital transformation initiatives. Known for strategic thinking, people development, and a consistent track record in improving SLA compliance and client satisfaction.

Overview

20
20
years of professional experience

Work History

Insurance Operation Specialist

Accenture
Ebene
12.2023 - 06.2025
  • Managed daily operations in group insurance processes, including volume allocation and escalation handling.
  • Optimized workflow efficiency, led hybrid support teams, and ensured SLA compliance through regular checkpoint monitoring.

Insurance Operation Senior Analyst

Accenture
Ebene
01.2021 - 12.2022
  • Served as SME for complex group insurance cases and policy adjustments.
  • Conducted quality checks, risk analysis, and supported internal audits and control testing.
  • Mentored staff, led automation initiatives, and delivered measurable improvements in resolution time and data integrity.

Insurance Operations Analyst

Accenture
Ebene
12.2015 - 12.2020
  • Supervised team activities, conducted control reviews (Level 1 & 2), and ensured timely service delivery.
  • Developed production dashboards and coached team members for skills and compliance alignment.

Insurance Representative Associate

Accenture
Mauritius
06.2014 - 12.2015
  • Processed member enrollments, policy changes, and premium adjustments in assurance collective.
  • Ensured accurate data input and archival in alignment with quality and compliance standards.
  • Coordinated with controllers, front office, and IT to resolve pending issues.

Customer Service Representative – Loans Department

AXA
Mauritius
06.2009 - 06.2013
  • Promoted loan products and responded to customer inquiries on financial services.
  • Handled complaints and maintained client satisfaction across banking services.

Customer Service Representative

Vivelo Ltd
Mauritius
12.2008 - 06.2009
  • Provided quotes, renewed contracts, and resolved client issues for car insurance policies.
  • Supported outbound sales and maintained service quality for field teams.

Customer Service Representative

AXA
Mauritius
10.2005 - 12.2008
  • Handled insurance claims, towing requests, and transitioned into financial product sales.
  • Delivered client support and processed high volumes of inquiries efficiently.

Education

Some College (No Degree) -

Eden College

Skills

  • Group Insurance & Assurance Collective
  • Customer service
  • Operational Risk & Control (Level 1 & 2)
  • Team Supervision & Coaching
  • Process Optimization & Automation
  • SLA Monitoring & Performance Metrics
  • Data Accuracy & Quality Assurance
  • Stakeholder Collaboration
  • Case Escalation & Resolution

Languages

English — Fluent, French — Fluent, Mauritian Creole — Native

Timeline

Insurance Operation Specialist

Accenture
12.2023 - 06.2025

Insurance Operation Senior Analyst

Accenture
01.2021 - 12.2022

Insurance Operations Analyst

Accenture
12.2015 - 12.2020

Insurance Representative Associate

Accenture
06.2014 - 12.2015

Customer Service Representative – Loans Department

AXA
06.2009 - 06.2013

Customer Service Representative

Vivelo Ltd
12.2008 - 06.2009

Customer Service Representative

AXA
10.2005 - 12.2008

Some College (No Degree) -

Eden College

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