SHIVAM DHURIA

Currently managing a P&C insurance client, overseeing end-to-end virtual support for all agency operations to ensure seamless service delivery and client satisfaction.

• Solely managed comprehensive end-to-end virtual support for a P&C insurance client, ensuring seamless execution of all agency operations.
• Streamlined prospect engagement by efficiently collecting quoting data via calls and emails, facilitating accurate carrier quote comparisons.
• Managed all policy endorsements, renewals, and changes, ensuring timely execution and compliance for optimal client service.

Provided full-spectrum support to a P&C insurance agency client, independently managing daily tasks and documentation with a focus on accuracy and prompt follow-up.

• Delivered full-spectrum support to a P&C insurance agency client, independently managing daily tasks and documentation with high accuracy.
• Systematically collected and verified underwriting data, resolving quote-related queries promptly to ensure accurate information flow.
• Ensured accurate and prompt follow-up with all parties, significantly enhancing client communication and operational efficiency.

Processed a high volume of policy endorsements and managed client communications, driving significant improvements in accuracy and client satisfaction.

• Processed over 2,000 commercial general insurance policy endorsements utilizing Applied EPIC, consistently achieving a 99.8% accuracy rate.
• Managed monthly communications with 100+ clients, fostering transparent policy management that resulted in a 15% increase in client satisfaction.
• Spearheaded documentation improvements that optimized workflow efficiency, reducing overall processing time by 20%.

Resolved numerous customer queries daily and provided critical chat-based technical support, consistently achieving high resolution and satisfaction rates.

• Resolved an average of 50+ customer queries daily, achieving a 92% First Contact Resolution (FCR) rate for complex service issues.
• Provided critical chat-based technical support for internet, cable, and phone services, consistently maintaining a 4.7/5 Customer Satisfaction (CSAT) score.
• Played a key role in enhancing customer support efficiency and overall service quality through expert technical assistance.

Supported engineering students through academic assistance and practical guidance for three years during undergraduate studies.

• Delivered lectures to engineering students for three years, following schedules and curriculum prepared by professors, while enhancing comprehension of complex subjects.

Secured 2nd Place in the Mobile Robotics competition at VIBGYOR Tech Fest, showcasing advanced engineering and problem-solving skills.

Presented 'Home Automation Using Arduino' at Project Mania, JECRC College, demonstrating technical expertise and presentation skills in an engineering context.

Awarded Silver Medalist twice in consecutive Inter-college Chess Tournaments (2016 & 2017), demonstrating strategic planning and analytical prowess.