Open to opportunities

Molina Mathew

@molinamathew

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Senior customer service and operations professional with cross-functional expertise.

India

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What I'm looking for

I am seeking a client-support or operations role that values service excellence, structured processes, and opportunities to improve customer experience and operational SLAs.

I am a Senior Customer Service Executive with 10+ years of experience across customer service, HR administration, quality assurance, insurance operations, and sales support within multinational organizations. I prioritize service excellence, dispute resolution, and SLA management to drive measurable improvements.

My background includes onboarding, payroll support, stakeholder coordination, and process improvement, with hands-on experience in audits, compliance (SOX Section 404), and treaty placement reviews. I have coached teams on documentation quality and led root-cause analyses that reduced errors.

I have supported sales operations through quote preparation, rate negotiations, and invoice dispute resolution to improve receivables and conversion ratios, and I have managed front-desk, visa, and payroll-related HR operations in multi-country contexts.

I am Google-certified in Project Management and seek to apply my organizational and leadership skills in a client-support or operations role where I can deliver immediate value and help scale customer-focused processes.

Experience

Work history, roles, and key accomplishments

Assistant HR Officer

Euphoria Technologies Pvt. Ltd.

Apr 2016 - Jun 2017 (1 year 2 months)

Supported HR interviews, onboarding, and employee documentation while coordinating induction programs and assisting HR policy development to improve compliance and onboarding efficiency.

Onboarding HR Documentation Payroll Support Employee Relations & Compliance Exit Interviews

Management Specialist – Sales / TNM / Analytics / Disputes

Maersk Global Services Ltd.

Mar 2014 - Apr 2016 (2 years 1 month)

Supported external sales with quotes and rate proposals, managed invoice disputes to reduce receivables, and coordinated analytics and approvals to improve conversion ratios and client satisfaction.

Sales Support Dispute Resolution Invoice Management SLA Management Client Process Improvement

Senior Quality Assurance Associate

Willis Processing Services (India) Pvt. Ltd.

Sep 2011 - Jan 2014 (2 years 4 months)

Reviewed treaty placement processes and ensured SOX 404 compliance, performed correspondence audits and root-cause analysis, and coached broking teams to improve documentation quality.

Quality Assurance SOX Compliance Root Cause Analysis Process Improvement Coaching Risk Management

Admin / HR Assistant

Synergy Software Systems

Mar 2010 - Jan 2011 (10 months)

Managed front desk operations, HR documentation, visa processing and WPS payroll support while coordinating client interactions, recruitment, onboarding, and vendor management.

Visa Processing WPS Payroll Support HR Documentation Recruitment support Onboarding Vendor Management Office Administration

Insurance Account Executive

Capita (Prudential)

Sep 2006 - Jan 2010 (3 years 4 months)

Managed insurance accounts, audits and policy documentation, handled customer queries, trained junior staff, and maintained accurate records to ensure timely service delivery.