Accountable for recruitment, training, shrinkage mitigation, attrition control, technology integration, budget management,fostering a robust risk culture, and attaining targets for both sales figures and service metrics.Led and coached a cross-functional team comprising Managers, Quality Analysts, and consultants, consistently achieving targeted objectives.1. **Strategic Leadership:** Provide strategic direction for the call center operations, aligning with the overall business targets in terms of Monthly and Quarterly Business Loan Targets and daily closure of required service SLAs. 2. **Performance Management:** Oversee and manage the performance of the call center team, setting and monitoring key performance indicators (KPIs) related to customer service, call quality, and productivity.3. **Campaign Planning:** Collaborate with marketing and Analytics team to plan and execute WhatsApp and SMS campaigns aimed at generating business loan leads. 4. **Training and Development:** Implement training programs for call center agents, ensuring they are well-versed in business loan products, compliance regulations, and customer service best practices.5. **Quality Assurance:** Establish and maintain quality assurance processes to ensure that calls align with regulatory requirements and company standards. 6. **Technology Integration:** Implementation of call center technologies that enhance efficiency, such as Dialer, Chat Bot and and Speech Analytics. 7. **Reporting and Analysis:** Generate and analyze reports on call center performance, identifying trends and areas for improvement. Use data-driven insights to optimize processes and enhance operational efficiency.8. **Partner Relation:** Dealing with Multiple partners on a dialy basis. Conducting meetings on the targets, campaign planning, lead sourcing, and Payouts.Marketplace and DSA

Strategized, executed, and managed campaigns to drive project success.Led and coached a cross-functional team comprising, Managers, Quality Analysts, and consultants, consistently achieving targeted objectives.Assumed accountability for data acquisition, identifying critical data points, prioritizing outreach, managing inbound leads, and meeting agreed lead servicing timelines.Oversaw vendor management for outsourced teams, including shortlisting, selection, onboarding, maintaining relationships,ensuring SLA compliance, and expense tracking.Conceptualized and executed surround communication strategies for market warm-up, encompassing transactional and engagement outreach to the target audience before and after launch.Maintained an in-depth understanding of market intelligence and tracked competition, focusing on offerings,typology, system, and technology advancements.

Strategic Business Leader | Specializing in Outsourced Presales Operations- Presales Strategy & Optimization Expert-Overseeing dynamic campaigns with a focus on data bucketing and planning for maximum dialing efficiency. Specialized in campaign planning, lead inflow management, and outcome optimization.-Operations Maestro-Driving operational excellence through meticulous training, refresher programs, and quality assurance initiatives. Proactively ensuring high standards in both call and walk-in interactions. Expert in follow-up and engagement tracking, maintaining a motivated team with high morale.-Vendor Management Authority-Ensuring SLAs are met consistently, bills are processed on time, and maintaining integrity and compliance in high-value real estate leads. Adept at managing data security for sensitive information.-Market Buzz Creator-Strategically planning SMS blasts and WhatsApp campaigns to create a buzz in the market, enhancing brand visibility and outreach.

-Accomplished Call Center Leader- | Driving Excellence in Operations & Sales-Operational Maestro-Proficiently led a large-scale call center with 400 Full-Time Equivalents (FTEs), overseeing Inbound and Outbound Sales, Customer Service, HR, Training, and Administration.-Sales Dynamo-Transformed outbound sales from 30 lakhs to an impressive 4 crores per month and elevated inbound sales from 1.2 crores to 2 crores, showcasing a strategic approach to business growth.-Customer Satisfaction Champion-Achieved a remarkable improvement in CSAT scores, elevating them from 4 to 8, emphasizing a customer-centric focus in all operations.-Cost Optimization Expert-Implemented effective cost-saving measures, resulting in a noteworthy 20% reduction in the monthly average cost, showcasing a commitment to operational efficiency and financial stewardship.

As a Senior Process Associate in a health insurance claim adjudication process, my job profile involved a range of responsibilities related to managing and overseeing the claims processing operations:1. **Claims Adjudication:** Expertly review and assess health insurance claims to ensure accuracy, compliance with policies, and adherence to regulatory guidelines.2. **Team Leadership:** Provide guidance and leadership to a team of process associates, ensuring efficient and accurate claims processing. Conduct regular training sessions and offer support to enhance team performance.3. **Quality Assurance ( Internal Audit Pool) :** Implement and maintain quality control measures to guarantee the accuracy and integrity of claims processing. Conduct audits and provide feedback to associates for continuous improvement.4. **Problem Resolution:** Address and resolve complex issues related to claims processing, working collaboratively with internal teams, healthcare providers, and insurers to ensure timely and accurate resolution.5. **Policy Compliance:** Stay updated on health insurance policies, industry regulations, and compliance standards. Ensure that claims processing activities align with legal and regulatory requirements.6. **Performance Metrics:** Monitor and analyze key performance indicators (KPIs) such as claims turnaround time, accuracy rates, and productivity. Implement strategies to improve performance and efficiency.7. **Documentation:** Maintain detailed records of claims processing activities, ensuring documentation is complete and compliant with company policies and regulatory standards.