Daniela Vella
Head Of Business Projects
Rabat
Summary
Dedicated Insurance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Reliable employee offering excellent communication and good judgment.
Overview
22
22
years of professional experience
14
14
years of post-secondary education
4
4
Languages
Work History
Head of Business Projects
MAPFRE Middlesea p.l.c
Floriana
07.2019 - Current
- Being main point of referral for both Business Operations and IT Business Analysts.
- Researching the product's technical specifications and accurately communicating Business requirements to in-house Business Analysts and overseas suppliers in order to change over from current IT software to a new one.
- Continually expanding knowledge of the product lines.
- Actively working with overseas suppliers to create pilot projects for our existing business lines to be incorporated into the new IT software.
- Actively working with local and overseas suppliers to create a new combined product by merging various individual products and incorporating into the new IT software.
- Identifying plans and resources required to meet project goals and objectives.
- Coordinating and participating in product testing sessions with a team of business users using test scripts and providing daily updates to my superiors.
- Assisting with demonstrations of the new IT software to showcase functionality to end users.
- Working with software development team on reported errors and bugs on newly released software and assisting in deployment of release fixes.
- Breaking down and evaluating user problems, using presentations and personal expertise to represent such issues visually in order to find solutions which ultimately results in enhanced user experience and better quality in customer service.
- Following up with users to ensure continuous satisfaction following support engagement and problem resolution.
- Modifying and directing project plans to meet organizational needs.
Head of Regional Office
MAPFRE Middlesea p.l.c.
Floriana
01.2016 - 06.2019
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Developed and maintained courteous and effective working relationships.
- Encouraged and participated in team-building activities to enhance working relationships.
- Created weekly and monthly reports monitoring sales and profitability using the Company's BI Tool.
- Collaborated with team members on an individual and consolidated basis to achieve target sales results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased customer satisfaction by resolving issues.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Carried out day-to-day duties accurately and efficiently.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked with Top Tied Insurance Intermediaries and Insurance Brokers to understand their needs and assist them to achieve their sales targets.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Business IT Co-ordinator
MAPFRE Middlesea p.l.c.
Floriana
06.2014 - 12.2015
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Conducted research, gathered information and presented business requirements to in-house IT specialists and overseas developers.
- Prepared variety of different written communication using various software tools, reports and documents.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Submitted service tickets for software troubleshooting requests.
Team Leader
MAPFRE Middlesea p.l.c.
Floriana
01.2013 - 12.2014
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Led team of 5 members while providing exceptional customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
Senior Technical Underwriter
MAPFRE Middlesea p.l.c.
Floriana
01.2010 - 12.2013
- Monitored underwriting teams performance and provided mentoring to achieve personal and department production goals.
- Identified issues, analyzed information and provided solutions to problems.
- Created monitoring reports using BI Tool for daily, weekly and monthly reporting.
- Prepared variety of different written communications, reports and documents.
- Conducted research, gathered information from multiple sources and presented results.
Insurance Sales Agent
MAPFRE Middlesea p.l.c.
Floriana
10.2002 - 12.2010
- Quoted and calculated premium rates for policies, using both software and rate book.
- Finalized sales and collected premiums.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Worked closely with manager to solve problems and handle customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
Chartered Insurer - Insurance And Risk Management
Chartered Insurance Institute
United Kingdom 06.2001 - 05.2009
Diploma in Insurance Studies - Insurance And Risk Management
MCAST Business Institute
Paola 09.2000 - 06.2002
School Leaving Certificate - Secondary Education
St Theresa Junior Lyceum
Mriehel 09.1995 - 06.2000
Skills
Understanding of client business requirements
Deep knowledge of business
Understanding of insurance business
Business operations proficiency
Expert with various Microsoft Office applications
Problem solving
Determination and reliability
Main point of referral
Timeline
Head of Business Projects
MAPFRE Middlesea p.l.c
07.2019 - Current
Head of Regional Office
MAPFRE Middlesea p.l.c.
01.2016 - 06.2019
Business IT Co-ordinator
MAPFRE Middlesea p.l.c.
06.2014 - 12.2015
Team Leader
MAPFRE Middlesea p.l.c.
01.2013 - 12.2014
Senior Technical Underwriter
MAPFRE Middlesea p.l.c.
01.2010 - 12.2013
Insurance Sales Agent
MAPFRE Middlesea p.l.c.
10.2002 - 12.2010
Chartered Insurer - Insurance And Risk Management
Chartered Insurance Institute
06.2001 - 05.2009
Diploma in Insurance Studies - Insurance And Risk Management
MCAST Business Institute
09.2000 - 06.2002
School Leaving Certificate - Secondary Education
St Theresa Junior Lyceum
09.1995 - 06.2000