Daniel Estrela

In my current role I am responsible for identifying improvement opportunities, map processes, create training materials and liaise with different stakeholders and project managers to implement new processes.

Streamlined existing processes and created and mapped new ones. I am responsible for maintaining the customer service knowledge data base relevant and up to date and to liaise with the content owners to ensure that regular reviews and audits are carried and recorded. I also deliver 1-2-1 or team based training and monitor the improvement rate.

Collaborate on cross-functional teams, focus groups and continuous improvement workshops for problem-solving initiatives.

Liaise with our shared service centres based abroad to optimise resources and transition services and processes that were identified as suitable for being offshored from an efficiency and cost control perspective.

Performed root cause analysis on recurring issues, implemented preventive actions.

I also collaborate with our recently created Ayvens Insurance Branch supporting with the creating and maintenance of insurance agreements.

Joined the company as a Customer Service Executive, providing quotations and placing orders for new cars, dealt with complaints, handled generic regarding the fleet and all the services associated over the phone and CRM cases.

In October 2017 I was promoted to Customer Service Senior Executive and took over additional responsibilities supporting and deputising for the the Team Manager to ensure that service levels were met and quality standards maintained, monitoring productivity and developing the team skills.

Since June 2019 I have been managing customer services teams of 10 to 15 Executives.

In my role I have been responsible for interviewing and recruiting.

Monitoring performance and productivity, addressing low performance and implementing development plans. Enhancing capability and growing knowledge and ensuring that the relevant training is delivered and information cascaded clearly and regularly.

Monitoring quality and overseeing if SLA's and KPI's are met, providing regular feedback, creating a high performance culture as well as engagement, always with the customer experience and satisfaction as the end goal.

Built and nurtured relationships and a collaborative environment internally and with other departments as well as with customers and suppliers.

Taking orders in person and over the phone and ensuring that were dispatched in a timely manner.

Handling motor insurance claims for LeasePlan's own leased fleet.

• Upheld confidentiality in all client interactions, respected privacy rights of individuals involved in claims process.
• Liaised effectively with other departments to streamline processes.
• Built strong relationships with clients, established trust and rapport.
• Improved customer satisfaction by efficiently processing insurance claims.
• Handled complex claims for better claim resolution.
• Achieved timely settlements with meticulous case handling.

Handling motor insurance claims from first notification of loss all the way through to claims settlements and indemnity payments.

• Upheld confidentiality in all client interactions, respected privacy rights of individuals involved in claims process.
• Managed high volumes of cases to ensure smooth workflow.
• Ensured accurate assessments for fair claim payouts.