• Handling B2B Agency Portfolio comprising of Ahmedabad• Running Profit Centre• Handling Team of Area Sales Manager with Sales manager handling Multi Line Business viz. Motor/Health/SME• Liasoning with Insurance Company for Grids, Underwriting Support & Business Placements• Planning & Implementing strategy for Activation of Advisors• Driving Agent Engagement Activity • Competition Analysis to ensure Engagement activity are aligned with trend. • Identify Process GAP & Implementation of Process to ensure smooth functioning of Advisor Journey.• Implementing Strategy to ensure Insurer Mix is Maintained.• Driving Sampark Activity and Agents meet to ensure agent engagement.• Claim Analysis and Identification of top outliers to ensure healthy relationship with Insurers.• Plan strategy to Promote New Insurance Products.

• Strengthening and expanding network through Digital & Offline Channel• Managing complete sales cycle from business development to customer acquisition• Implementation of market intelligence system to provide monthly information on potential data, competitors activities, new opportunities in the area• Day to day engagement with POS to increase revenue and productivity• Implementation of initiatives and sales strategies to boost overall growth.

• Handling B2B Motor Agency Portfolio comprising of Private CAR & TW• Running Profit Centre for MOTOR Portfolio• Implementation of QMS to ensure timely quote to Advisors• Team of 8 Sales Managers catering to 1500 Advisors• Planning RnR Scheme for Agents for maximum participation• Liasoning with Insurance Company for Grids.• Planning & Implementing strategy for Activation of Advisors• Independently working on PoSP Recruitment Project• Working in Close Coordination with IT Team for CRM & tools for Onboarding PoSP Digitally

• Started Motor Call Centre with 4 Seating and ramp up the entire process to 150 seats for Ahmedabad/Surat/Mumbai/Pune Region. • Team Strength : 1 Manager / 4 Assistant Manager• Understanding the Market Requirement & Negotiation with Insurance Company for Discounting.• Cross Sell & Upsell Health & Non Motor to Existing customer.• Maintaining Profitability with Region and Insurance Company Mix• Driving Retention • Designing & Implementing Incentive scheme • Providing inputs for Developing Call Centre System.• Implementation of Robust Operational System to ensure Customer Excellence.

• Handled Outbound Motor Insurance Retail Sales.• Team of 80 Agents, 4 Team Leaders.• Goal Setting for Vertical.• Coordination with Branch & Insurance Company for Product Dynamism. • Working on 2 Models, Call Centre & DST Model.• Handled Retention for Non Brand Pan India with an average conversion of >70%• Maintaining the retention ration A2A and A2B•Successfully setup Remote Setup in Southern India

• Handled Entire Customer Life Cycle for Videocon Process for Gujarat & MP• Handling Overall 13 Team Leaders with Agent Strength of 250 distributed across Inbound, Outbound & Close Looping Team• Successfully completed transition of Airtel RHD Process from Pune to Ahmedabad.• Handled Dealer Helpline for and coordination with Backend team for resolution of Dealer & Prepaid Sales Team• Working for Process Improvement, analyzing data & providing inputs for Reducing Calls per Customers, Repeat Calls, Improvement in Service Levels, Seat Utilization, Agent Productivity along with Quality Standards & ensuring implementation & tracking of inputs. • Indentifying & Highlighting Process gap for the current process of TTSL.• Analyzing Revenue & Penalty Grid and work towards its optimization as per the Agreement.• Handled Quality Improvement Projects viz. Reducing Variance in Quality Audits, Increase in Quality ScoreAchievements :• Received Award for BEST MIS & ANALYTICS Team Leader across all 4 Zone of TTSL . • Received Award for Performer of the Month for two consecutive month. • Initiated Tracking Mechanism for Repeat Calls • CPC initiatives – Impact Measurement Report Initiated• Attended SIX SIGMA Green Belt Training.• Completed 1 Green Belt Project for Reduction in Short Calls. • Completed project of reducting customer calls at Dealer Helpline.

• Started as an Customer Care Executive and then handled different departments viz. 121 SMS Desk, First Level Retention, Non Voice Communication.• Handled MIS for Customer Interaction Group by analyzing data through MS Access.• Created the different system which gives all the outputs for the Management Information System like Life Cycle Management, Calls per Subscriber base and other details related to Database System using MS Access.• Analyzing reports for SMS flow on non voice desk & determining SMS Flow, Service level & TAT & Managing the Performance of the entire team.