Angelo da Silva

Background

About Angelo da Silva

An accomplished and seasoned professional with years of diverse analytical experience focused on Risk/Profitability Analysis, Root Cause Analysis and Customer Experience Analysis. I revealed key insights into undetected irritants found in Process, Policy, Product, and Frontline Agents which negatively impact the customer experience. A licensed Insurance professional who analyzes and assesses the client Risk/Profitability balance required for positive corporate results. Acute underwriting skills and depth of knowledge in risk assessment, profitable growth and client retention. A recognized leader with proven results: • Analyzed customer experiences and communicated insights generating a $20 million dollar customer service improvement project. • Exceeded regulatory service level indicators for six consecutive months resulting in market deregulation. • Developed a value added, more compelling reporting standard resulting in an increased reporting demand. • Deep rooted knowledge and understanding of the customer mindset/experience, its nuances and landscapes. Specialties: OTL/General Insurance Essentials I & II Ontario Auto Insurance Licensing Supplement BDI, MVR, RCT, ECM, CRM Policy Center, Billing Center Autoplus, Kanetix, Vinlink, Checkpoint Competencies: Underwriting Analysis Profitable Growth Mindset Risk Analysis Profitability Analysis Root Cause Analysis Complaints Resolution Specialist Customer Experience Expert Team Leadership Strategic Planning Relationship Management Solutions Development Level 2: Secret Security Clearance