Experience

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  Tata consultancy services

  May 2006 - Aug 2007

  Management associate (mt)
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  Icici prudential life insurance company limited

  Sept 2007 - Oct 2017

  Chief manager - operations

  Overall Profile in the company – Project Management role in Operations Inbound customer service and outbound service teams, working closely with Business Intelligence Team, Sales team, New Business operations, Finance, Business solution & IT teams for project implementation, modifications & improvements along with providing an analytical & MIS support as per the needs of different Operation unit.Key Projects so far: Worked on various projects since 2007 in Vital and Strategic area:• ICICI PRU Life Persistency & Renewal Collection Initiative – Operations and Strategy (Current role from April’13)• Inbound Customer Service Operationso Responsible for Inbound Call Center, Email & Webchat Customer service Operations (FY’10-13)o Revenue Maximization Projects – End to End implementation of New Business Service to sales initiative via cross sell and upsell through Inbound channel. Renewal Business through touch points and projects on Surrender Prevention/Retention• Customer Satisfaction Market Research of inbound touch points (FY’07-09)Other Projects: Along with above main line of business also actively handled/part of projects listed below:1. Digitization Project on “Buy on line” – Website Revenue maximization project2. Service Back End Processes rationalization -Lean SixSigma implementation. This has helped in improving the productivity of service backend team by 40%3. Intuitive IVR – First across Industry4. Bio-Metric IVR – Voice command and Voice recognition project5. Various Vendor evaluation and Touch point set-ups – WIPRO, Mphasis, First Source, etc for touch point set-ups6. Complaints and Repeats Management – First Time Right Show less

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  Reliance nippon life insurance

  Oct 2017 - Jan 2021

  National manager - business retention

  National Manager - Business Retention at Reliance Nippon Life Insurance

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  Tata aia life insurance

  Jan 2021 - now

  Avp - customer retention and renewal collection