Responsible for Technology Transformation - Operations

In a short stint of 1.5 years in Hub Operations have redesigned and re-engineered, Operations processes yielding an increase in internal customer satisfaction. Organized focus Team workshops that were instrumental in identifying areas negatively impacting key performance indicators.Assignment of three major organization restructuring projects by Senior ManagementCreated MIS and quality Control presentations using six sigma processes, driving record breaking performanceOutlined company processes using flow charts to determine areas of opportunity and scope of operations processes ImprovementIdentified process breaks and created working solutions to eliminate problem areasWhile handling close to 400 branch units; created synergy between different non sales functionsReduced attrition by 25%Improved employee satisfaction surveys by 15%Hit profitability goals 3 consecutive quartersReduced absenteeism by 15%Was honored as "Best Team Player" by HOD and senior ManagementConsecutively acquired an Outstanding Rating in annual appraisal in spite of diverse geographies.

In the role of an Operations Officer, Restructured client quality operations resulting in an 18% improvement in quality scores and a 25% improvement in client survey reports. Redesigned operations quality though six sigma processes and strategic planning. Managed New Business and Policy Servicing processes and was responsible for quality transactions of 6 new joining officers including outsourced staff. My Reporting was to Regional Operations Manager. Reorganized customer support structure reducing customer complaints by 10 %Transitioned processing focus to include sales, improving employee moral and revenue margins by 3%Created six sigma strategy outlines to determine areas of opportunityCreated a work compass to provide continued improvement on key performance indicatorsHonored by the "Sky Hawks Award" by Senior Management for the outstanding contribution in Revenue generation Received several awards and accolades including Best Performer, Best Contributor for Business and Best performer for faster claims settlement.

Answered customer calls in support of customer needs. Conveyed in a reassuring manner; step by step instructions to resolve customer issues. Performed multiple tasks that include Policy Issuance, Policy Servicing Activities and Agency Management. Adhered to Turn Around Time. Assisted in handling and management of 8 Spokes (Rural Business Unit's). Coordination with Head Office for resolution of different issues.Spearheading the activities spanning new business which involves Scrutiny of Initial Proposal Form & Client Set up in System, Conversion of Proposal in to Policy in System, Issuance of Policy to Clients.Manage and coordinate between the various functional departments (Operational/DMC/Medical/ Underwriting, customer Service, legal, risk & Audit). This also entails assisting & supporting the administrative and marketing departments in order to maintain and build business.Was among the top performers in terms of quality and audit rankingsPreparation and submission of MIS reports to the management Ensuring delivery of customer service standards to establish the benchmarksMaintaining the TAT ; Follow- up and closure of exceptional issues end to endProviding interactive online solutions to Functional Unit Offices (Spokes) related to operations

Provided training to over 100 students in different batches for Computer Aided Languages. Have imparted training of over 25-30 software packages including Tally, VB, Asp.Net, JavaBeans, Servlets and Flash Player.Imparting training to students for various Computer LanguagesManage the Labs along with on - floor TrainingWas among one of the Team Member for the Website Development Project Team (ASDN)Was an active Team Member of the Aptech Horizon Group (A social and cultural Group organizing different events in Aptech)Extremely Proficient in Office applications including advanced Macro application in ExcelTook corporate classes for chartered Accounts (Tally) and Engineers of Kanpur Electricity Authority of India (Microsoft Office)