Senior Manager - ICICI Lombard GIC
(2024-08)
- Mentoring team of 15 Advisor's.
- Providing coaching and feedback on employee performance, encouraging professional development.
- Analysed data from various sources to identify areas of improvement in the department's operation
- Participating in regular meetings with senior leadership to provide updates on team progress
- Held weekly staff meetings to review project updates, discuss issues and brainstorm solutions
- Established clear expectations from employees, providing guidance when needed.
- Auditing calls and chats on a regular basis for improvement of individual performance.
- Created training materials and conducted group training on new processes and procedures.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Organised contest for advisor on daily, Fortnite, monthly and quarterly basis to keep engaged with the target achievement.
- Promoted to a coaching position in recognition of a strong ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Identified areas of improvement within the organization's processes that could enhance the overall customer experience.
Manager - Kotak Mahindra Bank
(2021-04 - 2024-07)
- Developed and maintained strong customer relationships resulting in increased business growth.
- Promoted company products including General Insurance, Life Insurance, Personal Loans, SIPs, and Credit Cards.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- As a senior resource helped other team members for sales closure and coaching them for professional development.
- Handled and mentored teams successfully, ensuring timely achievement of targets.
- Participating in regular meetings with senior leadership for personal growth and to provide updates on team on behalf of TL.
Customer Service Associate - HDB Financial Services
(2019-09 - 2021-03)
- Managed 130+ daily outbound calls to engage with customers and clients.
- Successfully promoted company products following scripts, including general insurance, Life insurance.
- Proficiently addressed customer needs, resolved issues and maintained positive customer relations.
- Developed strong relationship with the customers by providing personalized assistance and support.
- As a top performer and strong work ethic got many chances to handle the team.
- Consistently met personal and team sales targets while maintaining accurate customer interaction records.
Customer Service Associate - Teleperformance
(2018-10 - 2019-07)
- Responsible for developing relationships for both internal and external results in an increase in business.
- Skillfully promoted company products in alignment with provided customer service scripts for uniformity.
- Supported lead generation and tender opportunities resulting in an increase in business.
- Proficiently addressed customer needs, resolved issues and maintained positive relation.
- Providing pre approved personal loan and business loans and helping customers to convert their credit card transactions into EMI.
- Consistent performer individually and as a team.
