Neha Kale

Team leader with proven ability to coordinate teams towards strategic objectives. Achieved significant improvements in productivity and process efficiency through collaboration and streamlined operations. Focused on developing team skills to enhance performance and job satisfaction. Utilizes data analytics to drive product quality and employee coaching for maximum potential.

Team leader at Policy bazaar.com (2024-12 – Present)

• Led a team responsible for monthly premium collections, ensuring timely and accurate processing for health insurance policies.
• Monitored team performance, set targets, and tracked KPIs to achieve collection goals consistently.
• Coordinated with clients and internal teams to resolve discrepancies, follow-ups, and pending payments.
• Implemented process improvements to streamline collection procedures and reduce errors.
• Trained and mentored team members, enhancing operational efficiency and team productivity.
• Prepared detailed reports on collection status, trends, and performance metrics for management review.
• Lead and manage pre-issuance operations across 8 insurance providers, ensuring timely and accurate processing of policies.
• Supervise a team, monitor KPIs, and implement process improvements to enhance efficiency and reduce errors.
• Oversee document verification, compliance checks, and approvals in line with regulatory and internal policies.
• Handle escalations, resolve operational challenges, and coordinate with multiple insurers and internal teams.
• Mentor and train team members to strengthen skills and maintain high productivity.

Team leader at Early salary (2022-02 – 2024-10)

Directed team of 25 agents to optimise collections for accounts in 1-30 (dpd) bucket.

• Supervised team performance by establishing daily goals and monitoring collection targets.
• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Assisted with team recruitment, interviewing and onboarding.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Trained and supervised team to deliver on store sales targets.
• Enhanced productivity and performance of agents through targeted coaching and feedback sessions.
• Analysed collection data to discern trends and formulate strategies, enhancing recovery rates.
• Fostered a collaborative environment to enhance team morale and achieve consistent results.

Customer Service Representative at IGT (2021-08 – 2021-12)

Assisted customers with inquiries through inbound calls, emails, and chats regarding order status, product queries, returns, and exchanges, ensuring efficient resolution of issues.

• Facilitate issue resolution by addressing customer complaints and escalating concerns to ensure satisfactory outcomes in accordance with company policies.
• Guided customers in placing orders to enhance overall customer experience.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.

BCOM in Financial Accounting – Christ college pune (2024)

MBA in Master of Business Administration – Dy Patil University