Experience

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  Norbell limited

  Mar 2003 - Mar 2006

  Call center supervisor

  Handled the tasks of implementing, improving and reviewing the policies of the organization.Responsible for training, hiring and supervising call centre employees.Tracked call traffic of the employees and identified the areas that need to be improved by maintaining a nominal ACHT (Average Call Handling Time).Handled complex customer queries and complaints.Scheduled training sessions and meetings.Managed the effective running of the organization.Lead a team successfully and achieved the set goals. Reviewed reports updated by Team Leaders and prepared feedback.Developed and implemented the operating procedures of the organization.Monitored and controlled the day-to-day activities. Show less

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  Redington india ltd

  Mar 2006 - Oct 2006

  Marketing coordinator

  Coordinating with the corporate executives regarding the product performance in the market.Analysis of the market trend regarding the product and updating the officials regarding their performance.Managing and Coordinating with the dealer for product availability and their individual performance.Analysis of the market trend of products from vendors like IBM, HP, HCL, CISCO, APC.

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  Icici prudential life insurance pvt. ltd

  Oct 2006 - Sept 2010

  Associate underwriter
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  Icici prudential life insurance company limited

  Oct 2006 - Sept 2010

  Associate underwriter

  Improving customer service based on client feedback through the development of new procedures and enhancement of the software. Successfully handled all public relations issues.Fully committed to providing the highest possible standards of service to customers.Ensuring the quality checking and adherence of the guideline in processing the new proposal form received at the branch.Managing the issuance of policy for the branch.Has been a part of Business Excellence Team.Training the sales and operation team for the new process.Managing the MIS of the branch.Ensuring the sigma maintenance for the branch.Work management among the team members, ensuring the timeliness solution to the customer.Had the underwriting limit of 15 lacs in nonmedical and 5 lacs limit in medical cases.Has been responsible for the various analytical MIS for maintaining the branch Performance. Show less

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  Ing vyasya life insurance pvt. ltd

  Sept 2010 - Sept 2011

  Operation lead

  Life and Health Underwriting, MIS Reporting, Issuances, Policy Servicing, Agency Management, Co-ordination with Sales & Branch administration, Remote Branches administration.Underwriting and Risk ManagementAnalyze and underwrite new business proposals with underwriting limit of 1.5millions .Re-instate term insurance and variable/universal insurance plans.Risk check of new proposals with positive report with accuracy of 98%.Policy Administration and Customer ServicingManage policy servicing with alterations, renewals, surrenders, withdrawals and assignments.Customer servicing including priority customers; managing grievances related to mis-selling, forgery & ensuring fast & fair claim settlement.Manage customer in both pre-issuance & post-issuance stages, & ensuring 100% requests/complaints processed within TAT.Financial ControlsBranch financial reconciliation and reporting.Maintenance of cash & cheque tally, cheque bounce report, branch reconciliation reports.MIS/Software Prepare and review Issuance/Distribution MIS on a daily basis (new business issuance, distribution, daily service reports).Analyze of data from various sources in order to conduct business and statistical analysisTeam and Agency ManagementTraining operations & sales personnel with new processes & changes in insurance guidelines.Supervise and coordinate agents’ recruitment and training process for various distribution channels.Proficient in knowledge transfers, business presentations & trainings at inter-location level. Show less

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  Self-employed

  Apr 2019 - Aug 2019

  Freelance
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  Pinnacle management

  Aug 2019 - Dec 2020

  Business data analyst

  •Business requirements translation: Translating business requirements into user stories for the development team, ensuring clear communication and understanding between business stakeholders and the technical team.•Business requirements capture: Collaborating with stakeholders to capture business requirements (BRD) and recommending solutions based on business needs, operational constraints, and project risks.•Scope definition and documentation: Defining the scope of enhancements based on new requirements and documenting them while considering operational constraints and project risks.•Data validation in Power BI: Participating in data validations to efficiently control the data quality used for reporting and analysis.•Process gap identification and corrective measures: Identifying process gaps and recommending corrective measures to improve operational efficiency and effectiveness.•Documentation of accounting processes: Documenting accounting processes using Word and PowerPoint to ensure clarity and consistency in accounting practices.•Assistance in data entry process: Assisting in various data entry processes by standardizing the process, reducing data redundancy, carrying out data profiling, and monitoring process use feedback.•Root cause investigation and corrective action: Investigating root causes of departmental performance issues and working with team members on corrective action plans to address the issues.•Mentoring and training: Mentoring junior team members and providing training to improve their skills and knowledge.•Migration proposal and administrative handling of data: Proposing migration changes by exporting existing WordPress.com content, importing it to the new site, and handling administrative tasks related to data migration.•Market trend reporting: Generating comprehensive reports detailing market trends for the executive team using Pivot charts, applying data validation, VLOOKUP, and other functions in Excel. Show less

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  Ebix

  Dec 2020 - now

  Service consultant

  •Ensuring compliance: Managing internal and external audits to ensure compliance is followed, ensuring the health of accounts and mitigating risks.•Enhancing product-service experience: Contributing to project enhancement proposals to provide exceptional product-service experience to existing clients, resulting in increased revenue for the company.•Business process documentation: Working closely with clients to understand and document their business processes and collaborating with the development team to enhance the system accordingly.•Strategic planning: Contributing to recommendations for strategic planning, preparing and completing action plans to implement production, quality, and customer service standards.•Team management: Supervising the team to maintain service standards, coordinating with the offshore team for accurate processing of client requests, certificates of insurance, and account information.•Insurance verification: Managing insurance verification using sophisticated computer applications.•Workload management: Mentoring, prioritizing, and monitoring workload for both onshore and offshore teams to ensure compliance with service level agreements (SLAs).•Customer service: Providing quality and efficient customer service through daily management.•Continuity in client relationship: Providing continuity in the timeline of client relationships through warm hand-off from Implementation and ensuring clients are eased into an operational flow conducive to their success.•Data analysis: Utilizing Excel, V lookups, and data analysis to support business processes and decision-making.•Standard operating procedures: Organizing and scheduling, approving time card updates, and maintaining standard operating procedures to ensure associates are set up for success and work safely and productively.•Performance assessment and feedback: Assessing associates' work performance and providing feedback for continuous improvement. Show less