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Noel Sebastian Mendonsa

Contact: +91 9819151801, E-Mail: noelmendonsa@gmail.com


Managerial Assignment
Business Operations / Process Management / Client Relationship Management
Professional Synopsis
A dynamic professional with over 8 years of experience in Operations Management, Process
Management, Client Servicing & Team Management. Demonstrated ability to quickly learn organizational
processes, workflows, policies and procedures of the company. Deftness in handling overall functioning of
processes & implementing processes in line with the pre-set guidelines. Proven track record of managing
processes and streamlining workflow & creating team work environment to enhance productivity
innovatively. Proficient in managing & leading teams for running successful process operations &
experience of developing procedures, service standards for business excellence.
Core Competencies
Operations Management
Framing work direction & plan for associates after assessment of their capabilities.

Preparing and presenting various weekly / monthly MIS reports pertaining to


process / productivity.
Process Management
Mapping business requirements and coordinating in developing and implementing
processes in line with pre-set guidelines; spearheading process transition initiatives.
Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
Customer Relationship Management
Mapping customers needs, identifying improvement areas & implementing
measures to maximize customer satisfaction levels.
Interacting continuously with the customer to make sure that area of concern can
be worked upon for improved service levels.
Setting out quality standards for various operational areas.
Team Management
Leading, training, mentoring & monitoring the performance of team members to
ensure efficiency in process operations and meeting of individual & group targets.
Creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members.

Organisational Experience

Net Ambit InfoSource & E-Services Pvt Ltd., Mumbai


Excellence Since July 2011

Asst. Manager Sales

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.

Responsible for providing explanations and evaluating assessment of employees


during workshops and training sessions.
Tracking the Quality trends and preparing reports.
Responsible for the collecting, analyzing, interpreting, reviewing, documenting, and
communication of business needs and requirements.
Creation of project closure reports to list all the successes and lessons learned
during the conversion of clients.

Aditya Birla Minacs /Birla SunLife Shared Services., Mumbai


Training Since May07 Nov10

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.

Suggested and implemented the email id registration over the phone.


Suggested and implemented representment of ECS and Direct Debit from Credit
Card facility to help reinstatement of the lapsed policies. This helped to a great
extent in increasing the persistency ratio.
Suggested and implemented the process of CIP / Tpin generation for lapsed policies.
Suggested and implemented changes in the Application Tracker Screen on the
website, which now provides dispatch details of the policy document along with the
status of the policy. This suggestion was appreciated by Mr Vikarm Mehmi (CEO
BSLI) when presented to him.
Suggested for Fund Performance on the website to the investment management
team at Vaman Centre and the same was then implemented on the website.

Birla SunLife Insurance Co. Ltd., Mumbai


Dec02-May07

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

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