Tavishka Aubeelock
Vacoas
Summary
Accomplished professional with expertise in team management, strategic planning, and leadership communication. Demonstrates a proven ability to resolve conflicts, manage performance, and drive quality management initiatives. Skilled in decision-making and time-management, ensuring optimal outcomes in dynamic environments. Committed to fostering organizational growth through effective leadership and strategic execution.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
International Operations Specialist
International SOS
05.2024 - Current
- Contact veterans to confirm details and schedule appointments.
- Coordinate with doctors and liaison officers to obtain availability for appointments.
- Ensure KPIs are met for appointment scheduling and follow-ups.
- Follow up on pending appointments and address any queries.
- Handle emails promptly to confirm appointments and respond to inquiries.
- Take calls from claimants, providing assistance with appointments and related information.
International Operations Team Leader
Medscheme Mauritius Ltd
Ebene
06.2014 - 11.2023
- Led a team of 30 insurance professionals in a dynamic and fast-paced environment
- Provided guidance, coaching, and mentorship to team members to ensure they meet and exceed performance targets
- Implemented performance metrics and key performance indicators (KPIs) to measure team performance and track individual and team goals
- Also, the main point of contact for escalations for the overall international operations
- Generated and analyzed reports related to team performance and used data-driven insights to make informed decisions and identify areas for improvement
- Strategic reporting to stakeholders to attract new business
- Fostered a collaborative and inclusive team culture that encouraged open communication and knowledge sharing
- Coordinated with other departments, such as inpatient department and underwriting, to streamline processes and resolve customer issues efficiently
- Leveraged extensive knowledge of insurance policies, coverage options, and risk assessment to guide team members in making sound underwriting decisions
- Conducted periodic underwriting audits to maintain quality and accuracy in policy issuance
- Participated in monthly steerco for the overall operations (local and international)
- Handled recruitments and yearly performance reviews of employees
- Received X-cellent Awards for outstanding performance
- Contact: Mr
- Daniel Shum-Shing (Head of Department) 5255-5854
Claims Examiner
Medscheme Mauritius Ltd
Ebene
06.2012 - 05.2014
- Auditing of claims captured by staff to ensure that no errors have been left which can impact customer's refund
- Recording and following trend of errors to put in place corrective measures for the team members
- Regular workshops initiations to sensitize staff on impact of those errors and setting up of good practices
- Daily monitoring of queues to ensure that SLA's are being respected and all claims are captured within the required delay
- Recognized for consistently achieving and exceeding targets
- Contact: Mr
- Daniel Shum-Shing (Head of Department) 5255-5854
Acquisition Editor
International Book Market Services Ltd
Beau-Bassin
02.2012 - 05.2012
- Led the identification and publishing of over 75 manuscripts in a 4 month period
- Assessed potential dissertations and theses by aligning them to publishing goals and market trends
- Conducted thorough content analysis, ensuring manuscripts met editorial standards and recommending revisions as necessary
- Managed project timelines, coordinating efforts between authors, copyeditors, designers, and production teams to meet deadlines
Quality Assurance Officer/ Trainer/ Team Leader
JD Internet Software Ltd
Pointe-Aux-Sables
10.2007 - 10.2011
- Designed and delivered comprehensive training programs for over 40 new hires and existing employees, ensuring alignment with company policies, industry regulations, and best practices
- Conducted regular audits, reviews, and assessments of team performance, processes, and documentation to identify areas for improvement
- Provided clear direction, coaching, and performance feedback to team members, resulting in 99.9% compliance to the company's SLA
- Led a team of 18 professionals in a fast-paced and results-driven environment
- Maintained accurate records and documentation of training activities, audit results, and compliance measures
- Emphasized the importance of exceptional customer service within the team, resulting in improved customer satisfaction ratings
- Awarded Employee Of The Year for consistently achieving or exceeding performance targets
- Received exceptional feedback from clients for resolving complex issues promptly, maintaining a 95% customer satisfaction rating
- Contact: Mr
- Mahendarsingh Sarrop (Operations Manager) 5-9275045
Airline Customer Service Representative
Teleforma Ltd
Ebene
10.2006 - 09.2007
- Managed a high volume of inbound customer calls, addressing inquiries related to flight reservations, ticketing, itinerary changes, baggage, and general travel information
- Assisted customers in resolving a wide range of issues, including flight delays, cancellations, missed connections, and rebooking requests
- Ensured quick and effective problem resolution to minimize passenger inconvenience
- Provided technical support to customers navigating the airline's website and mobile app, assisting with online check-in, seat selection, and loyalty program inquiries
- Managed customer complaints with professionalism and empathy, working to find fair and satisfactory solutions
- Demonstrated effective de-escalation techniques to diffuse tense situations
- Accurately documented customer interactions, issues, and resolutions in the company's customer relationship management (CRM) system
- Ensured data integrity and compliance with company policies
- Participated in quality assurance programs and call monitoring to maintain service quality standards and improve customer satisfaction
- Consistently achieved or exceeded performance targets
Education
BA (Hons) - Business & Management
Leeds Beckett University
01.2023 - 01.2024
Higher National Diploma - Business & Management
Pearson University
09.2020 - 09.2022
Skills
- Team Management
- Strategic Planning
- Leadership Communication
- Conflict Resolution
- Performance Management
- Decision-Making
- Quality Management
- Time-management
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Languages
English
French
Hindi
References
References available upon request.
Timeline
International Operations Specialist
International SOS
05.2024 - Current
BA (Hons) - Business & Management
Leeds Beckett University
01.2023 - 01.2024
Higher National Diploma - Business & Management
Pearson University
09.2020 - 09.2022
International Operations Team Leader
Medscheme Mauritius Ltd
06.2014 - 11.2023
Claims Examiner
Medscheme Mauritius Ltd
06.2012 - 05.2014
Acquisition Editor
International Book Market Services Ltd
02.2012 - 05.2012
Quality Assurance Officer/ Trainer/ Team Leader
JD Internet Software Ltd
10.2007 - 10.2011
Airline Customer Service Representative
Teleforma Ltd
10.2006 - 09.2007
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