Esparamma P

Experience

• 

  Fusion BPO Pvt. Ltd.

  Jun 2004 - Aug 2008

  Assistant Manager (Quality, Compliance & MIS)

  • Shift In Charge managing 21 QA’s & MIS Staff, spear heading International Client Interaction & transitioning new processes • Ensuring Quality Checks, Monitoring and performance of 5 Profit Centers –Kolkata, Canada, Stephenville, Grand falls, Winsdor, Marystown.

• 

  Aviva

  Aug 2008 - Jul 2012

  Business OperationData AnalysisCRMQualitySales support

  • Astt Manager DSF

    Apr 2010 - Jul 2012

  • Sr.Executive / Executive

    Aug 2008 - Mar 2010
• 

  Aviva India

  Aug 2012 - Aug 2018

  Manager-DSF

  Business Analytics: • In depth Data Mining, Visualization and Analysis for higher productivity and identifying unhidden business opportunities.• Trend analysis, forecasting & post activity analysis for defining future road map.• Attrition analysis, manpower planning & performance management.Revenue Planning, Conservation & Sustainability:• On different matrix viz Unit wise, segment wise, product wise, vintage as well event/seasonality.• Designing and developing Senior Management Dashboards covering KPIs of all the critical functions.• Drive functional initiatives to improve persistency, reduction of leakage, customer retention & driving win-win score of both customers & partners.Business Operations:• Resolving escalated grievances by engaging with the Sales & Customers in collaboration with relevant functions.• Monitor accuracy with respect to customer service requests/ claims to ensure adherence to overall turnaround time leading to customer / partner satisfaction.• Deploy all means to ensure speedy fulfillment of all pending requirements to ensure faster closure of service requests and service recovery.• Analyze the input output ratio at each stage in the New Business pipeline to minimize leakage.• Identify gaps & gather insights to improve the overall operational delivery framework.• Ensure effective escalation management with complete, comprehensive and timely resolution.Customer Insights / CRM & Lead Management:• Seeking Customer Insights, VOC and preferences, analyzing the same and suggesting the solutions for further improvement in customer satisfaction index and enhancement of retail delight.• Lead Management and Lead Analysis for better closing for cross selling and Up selling.Distribution Engagement & Loyalty Programs:• Effective engagement with distribution to build a strong and continuity of relationship.• Deployment of distribution engagement, loyalty, RnR and Win Back programs and analysis of the same. Show less

• 

  Jana Small Finance Bank

  May 2019 - Dec 2019

  Zonal BI Analyst

  Effective management of CRM data base and identifying opportunities forrevenue enhancement as well customer acquisition.Trend Analysis based on Customer Profiling, current products portfolio &need analysis for generating leads for sales team.Preparation of business reports basis business dynamics, requirement andcustomer behavior to develop effective cross selling and upselling.Responsible for end to end Business & Banking Reporting, Data Analytics forall functions, for entire West Bengal, reporting to Head- Business Analytics.Responsible for understanding, defining relevant KPIs for monitoring,creation of performance monitoring dashboards for KPI monitoring ofproducts, in co-ordination with cross functional teams. Show less

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  Bajaj Allianz Life Insurance

  Jul 2021 - now

  Strategic Initiatives Manager

  Up selling and Cross selling along with Maturity/Survival customerreinvestment.Product mapping as per customer profiling & forwarding/tracking the samethru LMS to sales team for closing.In-depth analysis of the customer data-base and information to betteridentify business opportunities for up sell and cross sell.Identify, analyze, and interpret trends or patterns in complex data sets.Preparing & cascading Daily, Weekly & Monthly Analytics Reports both at theLocal & National level for proper enabling of revenue.SPOC for-HO related projects- responsible for rolling out the data andexecution points on new Projects / Initiatives and also updating on theprogress & its impact via analysis of data.Responsible for data importing, cleaning, transforming, validating, modelingdata with the purpose of understanding or making conclusions from the datafor decision-making purposes Show less