Sherin Bimal

Results-driven and customer focused Call Centre & Operations Leader with over 9 years’ experience working in healthcare industry. Excellent reputation for promptly addressing customer facing challenges, improving operations, and demonstrated resourcefulness in influencing business outcomes.

Call Centre & Operations Leader, GE HealthCare, September 2019-Current 

Mississauga, ON 

• Managed a team of 26 people and Support staff representatives and consistently achieved an answer rate of 92% of calls in 60 seconds or less
• Provided Call Centre team with direction on addressing situational specific requests and concerns in a timely manner that best serves the customer.
• Took ownership in referring unresolved customer grievances to designated teams for further investigation.
• Successfully implemented new call centre phone system (Avaya) at GE CARES Call Centre; allowing for improved customer experience between various cross functional teams within GE HealthCare.
• Instituted a 24/7 customer service support system thereby significantly improving ease of contact and service delivery experience for the customer.
• Collaborated with global teams, partners, and other business stakeholders on continuous improvement initiatives to adapt with changing business priorities.

Process Support Specialist, GE HealthCare, June 2016-August 2019 

Mississauga, ON 

• Served as a point of contact for Field Service Engineers, internal customers. Recognized for providing prompt responses to service request creation, tool order requests and various updates needed in CRM.
• Adhered to strict compliance and engineering requirements in planning and scheduling of Preventative Maintenance requests for Diagnostic Imaging, Anesthesia and Patient Monitoring devices.
• Maintained Tools and Test Equipment inventory for the Healthcare business; scheduled tools for calibration as per manufacturer's recommendations, purchased new tools and retired old tools as needed to optimize warehouse inventory levels.
• Consistently maintained a 90% and above average year-over-year on Test Equipment Calibration Scheduling Compliance.

Licensed Insurance Representative, The Co-operators General Insurance Company, July 2015-June 2016 

Mississauga, ON 

• Provided exceptional customer service in answering and actioning 200+ inbound calls a month on new binds, client inquiries and policy amendments related to automobile and property insurance policies.
• Increased revenue by leveraging knowledge of company insurance products and services to advise customers on appropriate choices for individual needs.
• Escalated unique risks to Underwriters to effectively assess client's eligibility for new and existing business with The Cooperators.

Customer Service Support Specialist, GE HealthCare, November 2013-May 2015 

Mississauga, ON 

• Demonstrated customer service excellence in responding to customers' telephone and email queries with respect to: customer account setups, system identification and billing information changes.
• Managed Installed Base data in CRM for over 200,000 + GE and Non-GE Equipment; completed authorized CRM updates in line with daily business operational requirements.
• Completed reporting on various Installed base metrics which served as a benefit for service contract negotiations, FMI audits, compliance needs and market share assessment.

Bachelors of Human Resources Management, York University, , Toronto October 2013