May 2024 – Jan 2025 · 8 mos · Mumbai, Maharashtra, India

• Sales, Policy support:
• Building the e-commerce team in sales and policy support to ensure seamless service delivery.
• Contact Center Management:
• Overseeing multiple contact centers with a span of over 180 FTEs, managing operations, training, quality, and MIS.
• Sales Strategy:
• Focusing on selling investment and term policies, implementing strategic initiatives to maximize revenue and market share.
• Process Improvement:
• Streamlining processes to reduce errors, setting benchmarks, and creating a sustainable, results-oriented platform.
• Operational Excellence:
• Planning, executing, and iterating on strategies to drive continuous improvement and success.
• People-Centric Leadership:
• Prioritizing employee well-being and development, fostering a supportive and motivating work environment.
• I am dedicated to building a high-performing team and delivering exceptional results. Excited for the journey ahead!

Nov 2021 – May 2024 · 2 yrs 6 mos · Mumbai, Maharashtra, India

• Building the E-Commerce team at ICICI PRUDENTIAL LIFE INSURANCE.
• Sales,Issuance,Support.
• Managing multiple contact centers with a span of more than 180 FTEs including Operations,Training,Quality and MIS.
• Focused on getting the processes streamlined, reducing errors,setting benchmarks and creating a sustained result oriented platform.
• Plan,Execute,Repeat.

Sep 2020 – Nov 2021 · 1 yr 2 mos · Gurugram, Haryana, India

• Managing Customer service vertical at Paytm Insurance Broking Limited.
• Ensuring SLA’s are met like - Issuance,Quality,AHT,Refunds,Retention's etc.
• Working with the MIS team on various business reports.
• Preparing and presenting team reviews.
• Managing clients and BDM’s for all the insurance companies.
• Taking operations round interviews.
• Effectively managing Attrition and driving team towards organizational goals.
• Effectively managing Banking alliances and strategic partnerships with the team,

Jul 2019 – Jul 2020 · 1 yr · Mumbai, Maharashtra, India

• Managing Sales team of 35 agents and 2 Assistant team leaders.
• Coaching and training the team towards sales goals. Providing constant feedback and looking for improvement.
• Grooming the executives for the next level.
• Also managing hiring for sales and taking final operations level round.

Mar 2013 – May 2019 · 6 yrs 2 mos

• Managed 5 processes (Sales, Verifications, Customer Service, OJT and Live Chat).
• Effective client management.
• Increased business for the organization by converting an overflow sales process to a Sales Process.
• Was a part of the process transition team and was in Melbourne to get a new process migration to Mumbai.
• Taking final level interviews for team members and subordinates.
• Effectively managed OLA's and SLA's.
• Complaint and escalations management.
• Conducting Reviews with Agents regarding their performance and Managers regarding team performance.
• Managing Incentives Plan for all the processes and keeping the agents motivated.

Jan 2010 – Mar 2013 · 3 yrs 2 mos · Mumbai, Maharashtra, India

• 1)Managing Sales for the organisation.
• 2)Handling existing customer and their queries.
• 3)Handling NRI customers and keeping them updated with new products.