• Lead end-to-end servicing contact center operations across voice and digital channels. • Drive performance across key service metrics including service level, abandon rate, average handle time (AHT), first contact resolution (FCR), quality assurance (QA), customer satisfaction (CSAT), net promoter score (NPS), complaint management, and regulatory compliance. • Foster a strong coaching culture and build frontline leadership capability. • Drive demand management initiatives to reduce avoidable contacts. • Partner cross-functionally with Underwriting, Billing, Claims, Distribution, and Product teams to resolve systemic service issues. • Lead the enterprise QA framework including calibration standards and coaching effectiveness. • Integrate speech and text analytics to generate actionable insights. • Ensure governance, compliance, and performance transparency. • Oversee forecasting, capacity planning, scheduling, and intraday operations management. • Manage shrinkage controls and scenario planning. • Establish a unified workforce management model across internal and outsourced operations. • Provide operational ownership for contact center platforms including routing, IVR, call recording, and knowledge management tools. • Partner with IT to define technology roadmaps, integrations, and platform modernization initiatives. • Simplify and rationalize fragmented or legacy tooling. • Establish enterprise dashboards and KPI governance. • Lead Voice of the Customer (VOC) programs, root-cause analysis, and identification of contact demand drivers. • Translate insights into operational, training, and digital improvements. • Govern business process outsourcing (BPO) relationships, service level agreements (SLAs), and contract performance. • Ensure consistent performance management across internal and partner operations. • Lead the contact center transformation roadmap, including self-service capabilities, workflow automation, AI-assisted servicing, and digital enablement. • Develop business cases and oversee ROI realization for modernization initiatives. • Balance automation with regulatory compliance and customer trust considerations. • Own the enterprise Customer Experience function, establishing a cohesive customer-centric strategy aligned with corporate objectives. • Lead the development and improvement of end-to-end customer journeys across service, claims, and digital touchpoints. • Establish and govern Voice of the Customer programs, leveraging customer feedback, analytics, and operational insights to drive improvements. • Define and monitor enterprise CX metrics including NPS, CSAT, Customer Effort Score, and journey-level performance indicators. • Partner with leaders across operations, claims, marketing, digital, and HR to embed customer-centric behaviors, processes, and performance management across the organization. • Lead enterprise initiatives that strengthen customer-centric culture and improve brand perception and loyalty.

• Support end-user customers via email, chat, phone, and service management platforms in multiple languages • Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds • Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently • Meet and exceed service level agreements with timely, accurate responses • Escalate complex issues to management when necessary • Maintain detailed case records and contribute to improving knowledge base documentation • Analyze customer issues to identify patterns and recommend solutions • Develop a deep understanding of products, services, and customer requirements

• Handle inbound customer calls professionally and efficiently • Understand customer concerns and provide accurate resolutions on the first call whenever possible • Clearly explain processes, product features, and next steps to customers • Maintain a calm, empathetic, and customer-focused tone at all times • Escalate complex or sensitive issues according to defined guidelines • Conduct approved outbound support calls for follow-ups and customer check-in calls • Represent Raenest positively as the first point of contact for customers • Accurately document all customer interactions in the CRM in real time • Handle customer data, transactions, and sensitive information with integrity and confidentiality

• Create and manage customer-facing tasks requesting specific documents, information, or actions. • Write clear, precise task descriptions, specifying exactly what is needed, why, and in what format. • Monitor and respond to customer comments promptly, resolving issues independently before escalating. • Relay documents and information between customers and internal teams, ensuring accuracy and avoiding duplication. • Track open tasks, follow up on outstanding items, and close completed work without prompting. • Identify inconsistencies (e.g., wrong addresses, mismatched names, duplicates) and flag or resolve them proactively.