Yanno Stuart ZAMUDIO
Pointe aux Sables,PL
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Team Leader - Health Insurance
Proxy Brokers Ltd
Moka
08.2024 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Identified opportunities for process optimization using various principles.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to changing business needs or customer demands.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality, and performance.
- Assigned projects and distributed tasks to team members as per area of expertise.
Head of Claims, Head of Motor Underwriting, Support to General Dept & AMLRO
Al Broker & Consultant Ltd
11.2018 - 08.2019
- Manage, coach & assist a team of 5 members
- Prepare, monitor & adjust KPIs to assess the performance of the team
- Assess the eligibility of claims, assign the files to the members, overview and assess the team as well as individually until claims are paid out (including recoveries) and files closed
- The assignation of tasks consist of chasing clients, insurers & third parties for the submission of documents for the settlement of claims until the claims are finalised
- Deal with governmental bodies, auctioneers, lawyers, attorneys and legal advisors
- Build-up & supply claims experience records to client for claims monitoring
- Contact various suppliers/repairers to seeks for best quotes & liaising with client in the settlement of claims
- Supervise jobs being carried out at client's premises, keep track & inform clients
- Follow up with the team for refund towards suppliers
- Setting up & implementation of Service Level Agreement (SLA) between clients & insurers
- Management & monitoring of recovery claims (Motor & Non-Motor)
- Survey vehicles, buildings (individual & corporate clients) & construction sites
- Identify weaknesses of insurance policies/covers (motor & general, financial lines), seek for solutions to develop & implement new extensions & advise clients
- Cross selling of insurance products
- Debtors chasing by way of team monitoring
- Seek for quotes from insurers, build up comparison table & advise clients for choice of insurance (Motor & Non-Motor)
- Deal with insurers to develop new products to meet client requirements (Motor, Non-Motor & Financial Lines)
- Prepare, vet & send placing to insurers (Motor, Non-Motor & Financial lines) & ensure that placings are in line with clients' demand
- Chase insurers for submission of insurance documents for transmission to clients, ensuring that documents are sent back & premiums/wordings/extensions/exclusions tally with placing
- Scrutinise insurance policies to detect any anomalies, liaise with the underwriting teams to proceed with correction & ensure that amendments are made (Motor, Non-Motor & Financial Lines) before sending back to insurers & clients
- Prepare daily, weekly, monthly & annual reports, profitability reports, reserving reports for submission to the management board for strategic plan
- Visit clients & suppliers on a regular basis
- Handle customer's complaints and follow up until matter is sorted out & client satisfied
Admin & Sales Executive
JP Carmax Ltd
09.2019 - 02.2020
- In charge of a team of 21 employees
- Assignation of tasks to employees on a daily & weekly basis & ensuring that the duties are performed within the imparted time
- Plan, organise & implement procedures to ensure tasks are being handled according to the management decision & vision
- Monitor daily, weekly & monthly performance of employees through KPI's & KPO's
- Implement health & safety procedures to be in line with the local legislation & ensure that employees adhere to the rules & regulations of the company
- Daily briefing, one-to-one, with employees to be aware of their issues and find remedial solutions to optimise their performance
- Attend to Ministry of Labour representatives & queries for employees which have been dismissed from work
- Manage the payroll & ensure that the despatch is made to the bank for salaries to be credited to employees' accounts as per the local legislations
- Contact suppliers to seek for quotes, vet & approve the repairs based on quality v/s price as per management undertakings
- Handling of claims, supply quotes for repairs, survey vehicles & submit report to insurers for agreed value
- Schedule daily agenda & reports for submission to the company director
- Monitor the expenses of the company daily to ensure that no unnecessary expenses are made & weekly/monthly/quarterly/yearly budget are not exceeded
- Monitor stock control of goods
- Attend to customers for the sale/purchase of vehicle
- Present sales reports, keep accurate sales records and filing of expenses account reports
- Collect and Analyse market data to assess present and future customer needs
- Provide customized service to each client as per needs of client
- Resolve customer complaints regarding sales and service
- Recommend products to customers based on customer needs
- Estimate or quote prices, credit or contract terms, warranties and delivery dates
- Monitor construction of new office & building up of new showroom
- Update Accounts Dept with accurate schedules completed relating to i.e payments collected, goods delivered, fuel and mileage
- Align policies and procedures to changing market requirements
Head of Claims & Portfolio Executive (General & Financial Lines), Head of Health Insurance & DMLRO
Al Broker & Consultant Ltd
02.2020
- Manage, coach & assist 7 employees
- Prepare, monitor & adjust KPIs to assess the performance of the team
- Participate in the recruitment of new employees
- Assessment of the eligibility of claims, assignation of daily/weekly tasks & monitor the team until claims are paid out (including recoveries)
- Daily monitoring of the team members for the chasing of clients, insurers & third parties for the submission of documents for the settlement of claims
- Follow up of leaves & re-assignation of tasks where & when applicable
- Build-up & supply claims experience records, loss ratio to client for monitoring of claims
- Prepare daily, weekly, monthly & annual reports, profitability reports, reserving reports, loss ratio, claims experience, market analysis for submission to the management board for strategic plan
- Visit clients & insurers on a regular basis
- Deal auctioneers, governmental bodies, lawyers, attorneys and legal advisors
- Setting up & implementation of Service Level Agreement (SLA) between client & insurer
- Survey buildings (individual & corporate clients) & construction sites
- Management of the team for the negotiations with suppliers to furnish quotes & price reduction to minimise claims costs
- Identify weaknesses of insurance policies/covers, seek for solutions to develop & implement new extensions & advise clients
- Seek for quotes from insurers, prepare tenders, build up comparison table & advise clients for choice of insurance (Motor, Non-Motor/Financial Lines, Health & Marine)
- Deal with insurers to develop new products to meet client requirements (Motor, Non-Motor, Financial Lines Motor, Marine & Health)
- Vet placing slips sent to insurers (Health, Non-Motor & Marine) & ensure that placings are in line with clients' demand
- Follow up with the team for the chasing process towards insurers for submission of insurance documents for transmission to clients, ensuring that documents are sent back & premiums/wordings/extensions/exclusions tally with placings
- Scrutinise insurance policies, detect any anomalies, liaise with the underwriting teams to proceed with correction & ensure that amendments are made before sending back to insurers & clients
- Handle customer's complaints and follow up until matter is resolved
Motor Claims Handler, Team Leader for Motor Recovery & support to software development
City Brokers Ltd
04.2012 - 10.2018
- Attend to calls & walk-in clients
- Handling of motor claims until claim is paid out including recoveries
- Manage a team of 3 employees and assignation of tasks for the recovery proceedings
- Implement process with insurers and monitor the team to ensure that the claims/recovery process are strictly being followed on a daily & weekly basis
- Building up of claims experience, statistics, reserving, profitability reports
- Chasing clients, insurers, and third parties for submission of documents for settlement of claims
- Deal directly with clients & handling of portfolios (individual & corporate)
- Sourcing of replacement vehicles & follow up for refund towards supplier/s
- Chasing of surveyors for submission of survey reports
- Chasing of insurers for approval of repairs/cash in lieu and total loss offers/settlements
- Meeting clients and insurers to set up, development and implement claims guidelines procedures for corporate clients
- Setting up & implementation of Service Level Agreement (SLA) between insurers/clients
- Setting up & implementation of Service Level Agreement (SLA) with local car dealers
- Handling of recovery files & dealing with governmental bodies
- Initiate, develop & implement paperless system for several departments
- Identify weaknesses of insurance covers/policies & seek for solutions to develop & implement new extensions/exclusions
- Cross selling of insurance products
- Development & implementation of new covers/insurance products for clients together with underwriting department
- Submit weekly report to management for progress of works related to client's claims
- Assist & participate in weekly management meetings for setting up of strategies
- Handle customer's complaints and follow up until matter is sorted out & client satisfied
Specialists Claims Handler & Support (Non-Motor, Marine Claims & Underwriting)
Albatross Ltd/Cim Insurance Ltd
03.2010 - 04.2012
- Handling and settlement of all claims above MUR 75,000/- (Individual & Corporate), recoveries, prepare statistics & claims experience
- Deal with banking institutions, governmental bodies, auctioneers, lawyers, attorneys and legal advisors
- Deal directly with clients & handling of portfolios (individual & corporate)
- Deal with third party insurers, surveyors and loss adjusters (foreign & local)
- Deal with reinsurers' broker, reinsurers and assist on claims/ reports (foreign & local)
- Report directly to Claims Manager and CEO
- Pre-assessment of buildings/ houses
- Attend to court proceedings & negotiate/mediate for settlement on behalf of the company
- Send SOA to client and ensure that premiums are paid for settling of claims
- Liaise with underwriting department for implementation of extensions & exclusions to policies
- Vet policies, identify weaknesses & implement new clauses following reinsurers approval
- Initiate, develop & implement paperless project for departments
- Initiate, develop & implement new software for the company
- Train staffs following new software implemented
- Handle customer's complaints and follow up until matter is sorted out & client satisfied
Sales Executive \\ Acting Sales Manager
Bata Shoe Co Ltd
02.2009 - 01.2010
- In charge of a team of 10 employees
- Sale & Merchandising of products
- After Sales service
- Stock handling & delivery of goods
- Dealing with foreign suppliers, customs & clearing of goods
- Recruit new employees & train new employees as well as existing employees to maximise productivity
- Monitor daily, weekly & monthly performance of employees through KPI's & KPO's
- Implement health & safety procedures to be in line with the local legislation & ensure that employees adhere to the rules & regulations of the company
- Attend to Ministry of Labour representatives & queries for employees which have been dismissed from work
- Accounting, statistics & payroll
- Handle customer's complaints and follow up until matter is sorted out & client satisfied
Lead Generator and Team Leader
Barclays Bank Plc
12.2007 - 01.2009
- Company Overview: in Port Louis Branch
- In charge of 2 teams of 20 members
- Daily assignation of tasks, follow up of status of assigned tasks until completion
- Weekly follow up of team status and readjustment of teams where applicable
- Weekly reports (profitability, market & business evolution, statistics, achievement) to the manager and directors
- Monitoring of leaves
- Sale of credit cards and exceeded forecasted targets
- Provide after sales service, deal with customer complains
- Assist in recruitment of Lead Generators
- Training of new Lead Generators
- Follow up of performance, KPO's & KPI's of Lead Generators
- Manage staff on a day-to-day basis to achieve optimal performance
- Liaise with the HR department for the payroll & ensure that Lead Generators' salaries are paid based on their contract agreements & performance monthly
- Ensure that Lead Generators adhere to the vision, rules & regulation of the company
- Cope with back-office work
- Execute formal presentation in front of an audience of 75 persons and more using Power Point tools
- Deal with HRs and Managers of several companies
- Send statement of accounts to clients & follow up portfolio of clients
- Attend trainings such as KYC, Money Laundering, Fraud and more
- Participate and lead sales event during massive campaigns
- Cross-selling of bank products
- Handle customer's complaints and follow up until matter is sorted out & client satisfied
Education
Higher School Certificate -
Saint Mary's College
01.2006
School Certificate -
Saint Mary's College
01.2004
Skills
- Quality Improvement
- Work Planning
- Employee Evaluation
- Client Service
- Documentation And Reporting
- Complaint resolution
- Team Supervision
- Coaching
- Service Level Agreements
- Key Performance Indicators
- Work Planning and Prioritization
- Leadership
- Team assessment
- Analytical Thinking
Languages
French
First Language
English
Proficient (C2)
C2
Timeline
Team Leader - Health Insurance
Proxy Brokers Ltd
08.2024 - Current
Head of Claims & Portfolio Executive (General & Financial Lines), Head of Health Insurance & DMLRO
Al Broker & Consultant Ltd
02.2020
Admin & Sales Executive
JP Carmax Ltd
09.2019 - 02.2020
Head of Claims, Head of Motor Underwriting, Support to General Dept & AMLRO
Al Broker & Consultant Ltd
11.2018 - 08.2019
Motor Claims Handler, Team Leader for Motor Recovery & support to software development
City Brokers Ltd
04.2012 - 10.2018
Specialists Claims Handler & Support (Non-Motor, Marine Claims & Underwriting)
Albatross Ltd/Cim Insurance Ltd
03.2010 - 04.2012
Sales Executive \\ Acting Sales Manager
Bata Shoe Co Ltd
02.2009 - 01.2010
Lead Generator and Team Leader
Barclays Bank Plc
12.2007 - 01.2009
Higher School Certificate -
Saint Mary's College
School Certificate -
Saint Mary's College
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