Arpan Sarkar work email
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Arpan Sarkar personal email
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Customer Service & Operations Leader | CRM Strategy & Automation ExpertWith 17+ years in customer service management and operations leadership, I’ve driven transformation in the insurance industry through CRM strategy, process optimization, and automation. I focus on using technology and data-driven solutions to enhance customer experience, streamline operations, and deliver measurable results.Core Competencies:CRM Strategy & Implementation: Led successful CRM system rollouts, optimizing customer engagement and automating workflows for better service delivery.Process Optimization & Automation: Implemented Voice BOTs and AI-driven solutions for policy renewals, claim intimations, and customer messaging, resulting in reduced costs and improved efficiency.Customer Experience Management: Developed service strategies focused on proactive engagement, ensuring seamless customer journeys that align with business goals.Team Leadership & Development: Managed cross-functional teams, fostering a culture of collaboration and continuous improvement, while driving high performance.Regulatory Compliance & Reporting: Ensured customer service operations adhered to industry regulations, improving compliance and reporting processes.Key Achievements:Spearheaded CRM & automation projects at Jio Insurance Broking, increasing operational efficiency by 30%.Introduced Voice BOTs for motor claims and policy renewals, cutting processing times and operational costs.Enhanced customer retention by implementing an NPS feedback loop at Universal Sompo.Led teams at TATA AIG to exceed KPIs, while maintaining high levels of customer satisfaction.What Drives Me: I am passionate about using technology to streamline processes and deliver exceptional customer experiences. My focus is always on creating value for both the business and its customers through innovation and continuous improvement.Let’s Connect: Looking to connect with like-minded professionals or organizations seeking an operations leader who drives customer satisfaction and operational excellence.
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Deputy Vice PresidentUniversal Sompo General Insurance Co. Ltd. Aug 2022 - Oct 2023Navi Mumbai, Maharashtra, IndiaDirected the customer service operations across multiple touchpoints, ensuring consistent service delivery and exceeding customer expectations.Introduced NPS feedback systems and Voice BOTs, resulting in a 10% improvement in customer retention rates and a 15% increase in customer satisfaction scores.Streamlined regulatory compliance processes by automating reporting functions, ensuring 100% adherence to industry standards.Drove operational efficiency by automating routine inquiries, reducing response time by 20%, and improving team productivity.Collaborated with IT and marketing teams to optimize customer engagement, delivering a seamless omnichannel experience for policyholders. -
Chief Manager – Customer ServicesTata Aig General Insurance Company Limited Sep 2019 - Feb 2022Hyderabad Area, IndiaManaged end-to-end customer service operations, meeting KPIs and maintaining 95% CSAT scores through process improvements and team training.Implemented self-service workflows and automated reporting systems, improving efficiency and reducing manual labor by 25%.Led a team of 200+ customer service agents, providing coaching and performance management to enhance customer interactions and service delivery.Drove cost-saving initiatives by optimizing team structure, introducing telephony system improvements, and automating routine customer service tasks.Enhanced the quality assurance program, ensuring compliance with regulatory standards while reducing error rates in claims processing by 15%. -
Manager – Customer ServiceIcici Lombard Dec 2014 - Aug 2019Navi Mumbai, Maharashtra, IndiaImproved the structure and efficiency of customer resolution processes, driving root cause analysis initiatives that reduced customer complaints by 20%.Implemented the Genesys dialer system within the complaints team, improving outbound call efficiency and reducing resolution time by 30%.Managed complex claims and escalations, negotiating settlements and collaborating with internal teams to expedite claim resolutions.Played a key role in resource planning and recruitment, identifying skills gaps and creating targeted training programs that improved agent performance by 15%.Led the Chabot optimization project, improving the accuracy and usability of the company’s chatbot, resulting in a 10% increase in its adoption rate. -
Corporate TrainerNiit Uniqua Aug 2012 - Nov 2014Hyderabad Area, India
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Senior Voice CoachTech Mahindra (Formerly Mahindra Satyam) Apr 2008 - Jul 2012Hyderabad Area, India -
Customer Service ExecutiveHsbc Oct 2006 - Apr 2008Hyderabad Area, India -
ConsultantTime Marketing Apr 2006 - Oct 2006Hyderabad Area, India
Arpan Sarkar Skills
Arpan Sarkar Education Details
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Shobhit UniversityGeneral -
Indian Institute Of Commerce & TradeAdvance Diploma In Management
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Kv Kanchan BaghComputer Science
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Advance Diploma In Management
Frequently Asked Questions about Arpan Sarkar
What is Arpan Sarkar's role at the current company?
Arpan Sarkar's current role is Strategic Operations Leader | Transforming Customer Service through CRM, Automation & Data-Driven Solutions.
What is Arpan Sarkar's email address?
Arpan Sarkar's email address is ca****@****ail.com
What schools did Arpan Sarkar attend?
Arpan Sarkar attended Shobhit University, Indian Institute Of Commerce & Trade, Kv Kanchan Bagh, Iict Business School Lucknow - India.
What skills is Arpan Sarkar known for?
Arpan Sarkar has skills like Training, Team Management, Management, Leadership, Auditing, Employee Engagement, Soft Skills, Performance Management, Recruiting, Training Delivery, Bpo, Coaching.
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Arpan Sarkar
Software Engineer || Java 8 || Springboot || Microservices || Hibernate || Postman || SqlPune -
Arpan Sarkar
Kolkata -
2gmail.com, tatacapital.com -
Arpan Sarkar
Salesforce Technical Consultant At Capgemini | 7 × Salesforce Certified | 2 × Copado Certified | Trailhead RangerKolkata1capgemini.com
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