Ashish Anand

Experience

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  ATS Services Pvt Ltd

  Dec 2005 - Dec 2009

  Quality Analyst

  As Tele Marketing executive from Dec'05 to Oct’06: Job Descriptions: • Was making minimum 200Calls in a day with 2 leads target• Maintain 100% CRM with all customer details and forward the same to verifiers without failure Achievements:• Achieved 100% CQ Score for the last 3 months.• No FATAL in Score Card for continuous 6 months• Earned 100% declared Incentive for continuous 6 months.• Promoted as VERIFIER in QUALITY DEPARTMENT within 11 months of joining ATS..As Verifier in Quality department from Nov'06 to May'08: Job Descriptions:• Verify and confirmed leads from customer before sending to respective Quality Analyst for monitoring or processing the same.• Conducting briefings on new updates• Conducting interactive parallel sessions and sharing feedback with the team members in the presence of respective quality analyst, if required Achievements:• Awarded as BEST VERIFIER for seven consecutive months.• Earned Incentive for 100% assurance on Verifying calls – NO FATAL• Promoted as Quality Analyst in May'08AS Quality Analyst from May'08 to Dec'09: Job Descriptions:• To monitor outbound calls on predefined parameters – ABN AMBRO Card ,HSBC,SBI Card (Platinum Credit Cards, Balance Transfer, Credit Card Insurance, Reliance General Insurance, LOP, EMI, Cash on call), Barclay Card-collection process(Bucket 0 to 3).• Conducting daily briefs and role-plays to bring up quality standards.• Conducting sessions and sharing feedback with the team members, motivating and counselling them to achieve the client specified quality targets.• Auditing calls of the agents on the production floor to give them constructive feedback so as to increase in productivity and reduction in compliance.• Close coordination & smooth communication with respective department and follow up jobs as assigned.• Incentive linkage with Quality Score of Agents.• Involved in client Interaction meetings and discussing quality parameters. Show less

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  NetAmbit Infosource & e-Services Pvt. Ltd.

  Dec 2009 - Jan 2012

  Sr. Quality Analyst

  Process:-ICICI Prudential, Bharti AXA, SBI life, TATA-AIG, HDFC life, Kotak & Reliance. Job Descriptions • Monitoring & Auditing of outbound calls on predefined parameters of ICICI Prudential, Bharti AXA, SBI life, TATA-AIG, HDFC life, Kotak & Reliance.• Performance Improvement for team of 25 TSO’s to achieve target of 20-25Lakhs/month• Conducting daily briefs and role-plays to bring up quality standards.• Conduct team meet on Fatal and Non-Fatal Errors.• Auditing calls of the agents on the production floor to give them constructive feedback so as to help them come up with the learning curve• Taken care of VQT – Voice Quality Test for new joiners for 3 months by joining hand with recruitment department to get best people in.• Taking certification on OJT (On Job Training) for TSO / Cadre / TC / TL / AM. On pre-defined parameters before assigning or sending them to their respective teams (Operation). This process works as Toll Gate for trainees to enter in Operational Floor.• Random Audits - Daily 1 hour Audit to investigate the standard or trend of calling on all respective floors and to identify the loop areas (with solution)• Test and derived “Power of One” in Performance Improvement. Additional responsibilities:• Work out training specific gap areas and customise modules / sessions to bring up quality standards.• Briefings on new updates.• Arrange “Fun Activities on Floors” and reward them with small prizes.• Content development.• Monitor Side By Side to aid TSO’s with Instant Feedback.• Calibration with Team Leader/Client monthly.• Send/Paste Appreciation on Strengths.• Conduct Mock-Calls.• Send DQR (Daily Quality report), weekly, and monthly reports.• Stick chits on agent’s work-stations for their Remembrance on given feedback.• Conduct Session with Agent on Fatal Errors instantly along with their respective Reporting Manager, and document the Feedback Verbal/Written. Show less

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  Bajaj Capital Ltd

  Jan 2012 - Jun 2015

  Customer Service Manager

  Managing centralised customer service unit & service level agreement (SLA) by handling end to end inbound-outbound call centre operation & Email, SMS campaign management (Span of 50 vernacular team member- Tamil, telgu, Kannada, malyalam etc.)Managing vendors (Geo tracking, Indian Postal service ,Third party Verifier, Courier,Print media & BPO) Responsible for PAN India life insurance customer retention (Persistency Management).Analysing the data and review calling & collection patterns to identify sudden dip/High, highlight the same across for corrective action & create activities for zone/region/Channel sourcing wise.Sharing the Data with Vendor/Agency & publishing of Daily, weekly, fortnight and monthly MIS/Report to Higher Management, Middle management of company and other stakeholder.Liaison with Approx. all insurance company for data, field level co-ordinations, proposing activities, incentive plans for field employees and call centre employees.Build SOP, process/work flow, Setting KPI/KRA for customer service vertical.Managing Request and complaint department, resolving customer’s complaint/Escalation coming via email, call centre, regulators, Legal notices, Police complaint, Letter & client/customer visits and maintaining the TAT to close the Escalation/complaints.Driving the process of Compliance (Pre and Post login verification call) & preliminary underwriting of documentsDriving the process of renewals so to maintain 80% in 13th month persistencyDriving the process of subsequent fresh collection to maintain 90% collection.Co-ordination with more than 200 PAN India branches of Bajaj Capital for all Life insurance businessCo-ordination with internal department for incentive linkages of sales team. Achievements:0 attrition in last 1 year.Certified as Direct Broker by IRDA (renewal). Taken 13th month persistency of BCIBL to 95% for branch channel & 60% for venue channel.Successful implemented Geo tracking, first time in insurance industry Show less

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  Jiva Ayurveda

  Jun 2015 - Oct 2021

  Senior Operations Manager

  Managing customer service department & maintaining service level agreement (SLA) by handling end to end inbound-outbound call centre operation & Email, SMS campaign management (Span of 120 team member).Responsible for PAN India lead sourcing to clinics and Tele medicine centres.Managing complaint department, resolving patient’s (customer’s) complaint/Escalation coming via email, call center, social media, letter & visits and maintaining the TAT to close the Escalation/complaints.Analysing the data and review incoming call flow & conversion patterns to identify sudden dip/High, highlight the same across all verticals for corrective action & process data churning.Active involvement with IT team for development in CRM & Dialer management system.Doing time & motion study and capacity planning for all process.Build SOP,process/work flow, Setting KPI/KRA for customer service vertical.Publishing Daily, weekly, fortnight and monthly MIS/Report to Higher Management, Middle management of company and other stakeholder.Proposing activities, incentive plans rewards & recognition activities for employees.Conducting NPS (Net Promoter Score) for Organisation and verticals.Driving the process of feedback & follow up to get maximum % of CSAT-client satisfaction. Driving the process of client retention so to maintain inflow of repeat orders.Effective people management, roster planning and shrinkage controls. Show less

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  Max Healthcare

  Aug 2021 - now

  Senior Operations Manager

  • Managing the Customer Service Department and sales Center by overseeing end-to-end inbound and outbound call/contact center operations while ensuring the delivery of high-quality customer service. • Handling Complaint Management team, ensuring the timely resolution of patient/customer complaints/escalations received via email, call center, social media, letters, and visits. Along with maintaining a strict TAT for closing these escalations/complaints.• Central governance on service delivery of pathology service delivery for Max@Home • Responsible for the automation of the Pharmacy and service delivery process, from developing SOP to executing deliveries through an evolving hyper-local delivery process for Max@home. • Facilitate adoption training for technical tools, engage in effective people management, and oversee roster planning and shrinkage controls. • Conducting/Tracking NPS (Net Promoter Score) for service lines.• New Partner Onboarding: Identify SaaS vendors/partners for our digital products needs, ensuring quotations, service agreements, onboarding, and successful rollouts within set deadlines.• Active collaboration with the IT team to develop CRM (Salesforce) and Dialer solutions, aiming to improve the quality of customer experience (CX)/UX and increase conversion rates.• Active involvement in App development with the internal IT team/vendor, participating in brainstorming, role definition, feature listing, process flow mapping, procedure and policy development, wireframe evaluation, prototype creation, and UAT testing for the Patient app and backend CRM.• Analyzing data and review incoming call flows and conversion patterns of digital campaign leads to identify sudden fluctuations. I then communicate these findings to the Digital Marketing team for SEO optimization• Building and reviewing SOPs, process workflows, and setting KPIs/KRAs for the Customer Service vertical. Show less