Shipra Kapoor

Experience

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  Citifinancial

  May 2003 - Sept 2004

  Customer Service & Operations

  This was the first career opportunity to work with Citi Financial ( Personal Loan) as a customer service executive. I was handling the customer queries, requests & complaints. I was also handling the processing of application forms & worked as a cordinator with three DSA of the branch. This was a good learning experience of handling 80-100 clients in a day & at the same time a challenge to close ( i.e, convincing the customers & accepting cheques ) & processing the loan applications. Coordination with third party for verification status ( Residence, Business & Contact details verify) & DSA's ( Focus, Vision & TG Marketing ) & Direct Agents made my interpersonal skills more polished. Really had a wonderful experience working with Citi group. Show less

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  American Express

  Dec 2004 - Jun 2005

  Customer Service

  Worked in Financial Institution Group ( Forex Dept.) as a customer service executive & handled queries, requests & complaints of internal as well as external customers. The external customers were nationalised banks through which transactions were done. Also, a coordination with HO to support our corporate clients need & quick & prompt service helped me to become a true & better professional.

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  Aviva

  Jul 2005 - Apr 2008

  Customer Service & Operations

  This was a wonderful opportunity where I handled the entire EAST ZONE customer queries, complaints & requests & provided services to the clients our organization. The renewal collection was a major role through outbound calling with my two team members reporting to me. The renewal collection was done through Skypak & coordination with the sales colleagues. I was promoted in Regional Processing Centre as Sr. Executive & handled the processing of the insurance application forms of EAST ZONE. Coordinating for the RTS ( Return to Sales ) cases with the branches with 100% accuracy was another challenge after handling renewal collection for more than 1 year. Show less

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  Bandhan Life

  May 2008 - Aug 2012

  Territory Manager - Branch Operations & Customer Service

  I joined the organization as a Team Leader - Branch Operation and customer service with a team member reporting to me. I was the founder member & was entrusted with the responsibility to manage the processing of forms with accuracy, customer queries, requests & complaints, Agency application processing & training & coaching to the team member. I got promoted as a Territory Manager - branch operations & customer service of West Bengal & North East Region where I handled 4 branches of Kolkata, Guwahati, Asansol, Siliguri & Gangtok. My role & contribution towards organization included Audit, Training & Coaching to team members & Sales Team, Admin, Processing of Application Forms with 100% accuracy, Issuance with 95% of achievement month wise, Agency Application processing, customer service of the region, suspense reconciliation, handling RTO & Negative cases. Renewal Collection with coordination of sales team of the region was another big challenge.This gave me a learning & sound knowledge on : • Training, Coaching & Motivating Team • Administration management• Complaint Management• Customer Engagement• Audit & Compliance• Renewal collection• Branch Operations• Relationship Management• Customer Retention• Underwriting Above all, insurance knowledge was the biggest learning for me while working with this organization. Show less

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  Principal Financial Group

  Sept 2012 - now

  Manager - Advisor Operation Support

  Worked with Fortune 500 company and a part of Principal Financial group as a Manager Operations. This was new vertical helping with advisory services of Financial Planning & Will Drafting. We use to offer advisory services on a wide range of products including mutual funds, fixed-income products, gold ETFs and insurance for individual investors across all life stages.I have got an opportunity here to learn & implement the new processes, HR related activities ( joining & exit formalities, recruitment & selection of advisors through various channels, employee relations) Admin ( Vendor Management, Negotiation, Facilities Management & Cost Control of the branch ). Training & Audit is also a part of my role in the organization.Other than the above contribution, my major role is operations & customer service which includes processing of Mutual Fund & Financial Planning Advisory Forms & handling HNI client queries & requests relating to Financial Advisory services. Processing of Will Drafting forms and coordinating on the queries with clients & planners is also a key role of my operational area.Also, got an opportunity to act as a specified person for Max Life Insurance & Apollo Munich Health Insurance on behalf of our organization. Processing of forms of health and life and issuance of the policy along with servicing the clients gave me operational excellence in all the front.Multitasking is a learning in this organization which is helping me to grow & specialize my skills in all the areas of work. Show less

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  Reliance Nippon Life Insurance

  Nov 2021 - now

  Sr Manager Human Resources