Pankaj Gamare

Experience

• 

  Willis

  Jan 2014 - Sept 2014

  Associate

  Roles & Responsibilities: To ensure that a certificate of insurance is issued as per the request received through emails from Client Managers, Insured or Third Party by following certain guidelines within 1.5 or 4 hours TAT depending on urgency. To co-ordinate with the requester through emails in cases where the instructions given are unclear or any further requirement is needed to issue a certificate. Suggesting Client Managers to update certain instructions given in the guidelines or information related to policies in the respective system/application through which the certificate is issued so that processing request is smooth. Updating certain instructions as per the updates from Client Managers in the respective system/application for other processors to follow and issue a certificate henceforth. To follow up with Client Managers, Insured or Third Party if they don’t respond to emails sent for certain requirements to issue a certificate and close the request accordingly as per their response either by issuing a certificate or not. To meet the production target by 100% (27 issued certificates per day) and to maintain quality of processing each certificate by 97% or above. And backup for other activities such as addition/deletion of Certificate Holders in the system/application and to issue renewed certificate/certificates to Client/Certificate Holders as per the renewal request with/without amendments in the certificate. Show less

• 

  Accenture

  Nov 2014 - Jul 2022

  Quality Analyst

  Achievements: I was selected by the management team with four other colleagues to take transition of a new project from Manila (Philippines) to Mumbai (India) which has now grown to a team size of 1,500+ employees, post which I was promoted to Quality Analyst based on my performance.Roles and Responsibilities: To manage quality audits for a team size of more than 1,000 Customer Service Associates which is on an average 5% out of the total volumes processed. To prepare insights which are shared with the management and the Facebook Team on a weekly basis with details such as Quality Scores along with the trend analysis and other statistics. To work on projects which will lead to improvement of quality scores by sharing daily scores, weekly trend, improvement areas, action plan and its outcome with the management. Improving Facebook’s policies, guidelines and procedures by suggesting amendments to make the process more robust once approved by Facebook Team and also to make the social media platform a safer place for users. To attend weekly calls with the Facebook Team to discuss audits conducted by them along with Quality Analysts from different locations worldwide and represent Mumbai location. Having brainstorming sessions with Support Functions across the globe (Quality, Training & Policy) for a new policy update, change in guidelines and any other process related discussions on a subject. Hosting weekly calibration calls across locations on a topic, handling conflicts and to get everyone aligned with having a consensus. To conduct performance coaching session with the Quality Auditors by doing a sample check of their audits and by giving them effective feedback on errors. To mentor new hires in the team and monitor their performance till they deliver the required numbers as per the set performance metrics, also consistent with maintaining it. Show less

• 

  Aegon Life

  Jul 2022 - Sept 2024

  Senior Manager

  Achievements:✓ Winner of SMASH award in group category in the first Quarter of joining since contributed for Lead Generation Project.Projects:❖ Generating 10% leads from unique customers interacting with Aegon Life at identified touchpoints. And 2% conversion out of total leads generated.Roles and Responsibilities:• Overall Governance on all the Quality related aspects and improve the Delivery Matrix of Outsourced Contact Center (calls, emails and chat process).• Understanding customer needs and requirements to develop effective quality control processes.• Tracking bottom performers and helping Contact Center to improve Quality Scores through various interventions. • Actions Plans if ongoing for improving Quality Scores to be monitored closely through Data Analysis.• Team includes 2 Assistant Managers involved in audits for pre-issuance and post issuance.• Monthly Review with Contact Center to analyze the progress and plan ahead.• Reviewing Process SOP’s with the Stakeholders to identify process gaps and improve.• Reviewing risk related incidents and ensure closure with appropriate resolution.• Majority of tasks include RCA’s, data analysis, trend analysis, data management, review decks etc.• And monitoring end-to-end progress of Lead Generation Project by collaborating with Teams such as IT (technical requirements), Legal & Compliance (approvals), Marketing (content), Web Sales (conversions), Communications (messages triggered to Prospects), Web Analytics (funnel reports) & Other Departments. Show less

• 

  HDFC Life

  Sept 2024 - now

  Senior Manager