§  Current role working for leading insurance company in customer contact role

§  Handling and resolving inbound calls from customers

§  Assist with lodgement of insurance claims advising them of policy coverage and claims procedures

§  Gathering all of the relevant information surrounding a claim

§  Research, investigate and analyse the type of claim lodged and further channelize it

§  Contact centre role working for Friends Provident Pensions and Life Assurance Company Ltd., United Kingdom’s 6th largest Insurance based company

§  Oversaw new cases, existing cases and claims- ensuring performance and quality targets consistently met

§  Assisted the Group Manager in the daily duties and help supervise teams of 9 call centre managers.

§  Created analysis reports on productivity and quality

§  Helped maintain the quality and productivity of the team- achievement of KPIs

§  Conducted quality checks of calls and provided training and counselling to staff to improve performance

§  Negotiated goals and incentives with the client to best understand their needs and objectives

§  Liaised with and led conversations between the customers, doctors, IFAs and the underwriters

§  Understood the underwriter’s comments and issued requirements

§  Checked for compliance requirements like anti-money laundering checks

§  Managed a team of 6 Unit Managers and their team of Individual Financial Advisors (IFAs)

§  Conducted product and sales training for the Managers and their Advisors

§  Interacted with the IFAs and helped them sell, helped them make sales calls

§  Conducted Competitor Analysis and Sales Performance Analysis as part of management responsibilities

§  Conducted sales analysis and provided projections

§  Ensured the IFAs were adhering to compliance

§  MIS and sales strategy, planning and implementation analysis work- investigate new ways to increase sales

§  Conducted weekly performance reviews with agents & helped agents use the effective system for maximizing their business from a given target market

§  Recruited, trained and managed a team of 40 independent financial advisors

§  Developed a mobile quotation providing software using Access and Excel

§  First manager to have achieved more than 65% sales through non-traditional instruments.

§  First manager in the Pune city branch to achieve 100% sales through non-traditional instruments

§  Promoted to an Agency Manager in the first 20 months.