Professional Documents
Culture Documents
Organisational Experience
Role:
Manage Sales and Customer Service Trainings for New Joinees.
Responsible for conducting training for TLs and TCs to increase their efficiency.
Monitor call recordings and provide feedbacks wherever applicable.
Preparing Training material like handbooks, presentations and test papers.
Asst. Manager
Role:
Responsible for planning, creating and executing training programs to the callcentre
executives (Inbound, Outbound and Emails).
Handled the responsibilities of preparing training materials like presentations and
handbooks.
Responsible for providing explanations and evaluating assessment of employees
during workshops and training sessions.
Conducted tutorials on a one-to-one basis with the Agents.
Monitored and assessed the performance of agents and provided necessary
feedback.
Participated in standardizing the learning and development procedures of the
organization.
Responsible for delivering effective Training content according to the clients
requirements.
Imparted trainings on Leadership, self-development, etiquettes and induction
programmes for new joiners.
Responsible for evaluating feedback by using prescribed format and enhanced the
effectiveness of future trainings.
Liaised with other departments and teams of the organization to ensure smooth
operations.
Highlights:
Handled the training team comprising of 2 executive trainers and 1 Sr. Executive
trainer.
Trained 250 executives with the entire Product, Process and Systems with a pass
percentage of above 85%.
Maintained the attrition during the training at below 5%.
Setup the Advisor Helpdesk, which proved as one point contact for all sales advisors
in knowing the details of policies sourced by them. This was a remarkable
achievement in advisor servicing.
Managed a team of 40 officers including 3 Team Coaches and 1 Team Leader;
monitoring daily activities and SLA for the team.
Ensuring that the productivity of the team is achieved and average quality of the
team is maintained at 95% monthly.
Monitoring KRA achievement of the team and ensuring improvement in areas where
the team members have failed.
Mentoring the team members to be cross-functional.
Understanding the Financial Businesses of the Group and preparing documentation
for outsourcing.
Creating presentations and work flow for client meetings. Setting up new processes
for the unit.
Suggested and implemented the DOB field on profile updation to reduce AHT.
Executive
Role:
Policy Services: Policy Changes / Corrections like Change in Mode, Switch in Fund,
Assignments, Nominations, Correction in gender, Correction in name, Correction in
date of birth, Change in addresses and queries.
ECS: Processing, Dishonor and queries.
Change in face amount and queries.
Withdrawals & Loans and queries.
Complaints
Renewal and General Queries
Tracking System: Preparing MIS, providing data for various reports.
Scanning
Vendor Management
Stock Management
Projects
Highlights:
Single handed set up of the HNI Cell, where all process, queries and complaints were
handled with reduced TATs.
Cost Saving: Reduced the cost of Fastner pins from Rs 1.55 to 40 paise, resulting in
savings of Rs 69000.00 per annum.
Mapping BSLI data with vendor data so as to avoid mismatch of our banking details
with that of the vendor, which has resulted in minimizing the no of ECS dishonours
on a daily basis.
Suggested and implemented faster tracking of despatch details by having the
receivers name, waybill no, and the time of delivery of the original policy documents
in the in-house application.
Suggested, designed and implemented the Auto Response on the customer service
ids to enable auto holding reply to the external customers.
Won the Service Excellence award for the month of August and September 2005.
Award presented by the CEO of the company.
Won the Shooting Star Award for the period March 2006 to September 2006.
Arranged to dispatch 6000 policy files in one day to genesis, the scanning vendor
during March 2006.
In a team of 4 cleared more than 50% of the deposit reversal problem cases within
the deadline.
In a team of 2 cleared more than 50% of the classic life with pension rider problem
cases.
Helping all the teams in Policy Admin in their activities during their load.
Academic Credentials
Pursuing PGDBA from Welingkar University
Pursuing Associate from Insurance Institute of India
Passed Licentiate from Insurance institute of India
AMFI Certified
IRDA Certified
Commerce Graduate from Mumbai University.
Attended a session on Transactional Analysis and Magic in Training conducted by
the Trainers Forum.
Date of Birth:
Languages:
Address:
400086.
Personal Profile
20th June 1981
English, Marathi and Hindi
10, Janki Nivas, Adarsh Society, Kirol Village, Vidyavihar (W) Mumbai