❖Work as a Dy. Manager - Customer Service and handle customer service by leading and mentoring two departments with a team of 160+ headcount.❖Looking after the customer service and enhancing on the opportunity to develop the brand image.❖Develop plans for retaining the customers that help in generating revenue for the organization. ❖Develop and track department and individual KPIs and provide status updates/reports on a regular basis to the team and appropriate leadership.❖Manage account service activities including requesting coverage changes and amendments, working on policy renewals, remarketing accounts, issuing certificates of insurance and other policy documents, advising clients, & account rounding.❖Collaborate with Sales, Finance, and Operations leadership to develop specific account management plans to meet assigned accounts needs and an overall strategy to optimize sales and retention opportunities.❖Manage Renewal and Retention services through Direct To Customer and Partner channels. Handle preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts.❖Administer service operations for rendering and achieving quality services; provide first-line customer support through the management of queries & resolve issues while ensuring minimum TAT. Liaise with other departments to ensure all claims are met within TAT.❖Monitor and analyze the quality of acquisition implemented by the sales team and formulating corrective actions for improving the same.❖Develop and foster effective customer relationships, internally and externally, to maximize opportunities and deliver business revenue and profitability.

❖Worked as Vendor Manager at vendor site of IndiGO and managed daily operations for 300 seats Call Center involved to support IndiGO Airlines.❖Owned one of the three sites in supporting and conducting Customer Services of the brand, employed headcount of approx. 1000 employees.❖Managed consumer experience and image of the brand by managing center in Chennai.

❖A seasoned operations executive with 11 years of experience in the domain of Revenue Generation, Customer Service and Sales and Customer retention , Team Management, primarily in the international BPO industry.❖Proven track record in identifying the customer needs and presenting the appropriate company product and service offerings.❖Demonstrated skills end users as well as developing staff to achieve performance objectives in a sales oriented environment, carrying exposure in managing large teams up to 75 headcount.

❖Handling new hire training on sales and customer service . ❖Managing transition for agents from training to production as well as taking care for floor suipport for the tenured agents on floor . ❖Also certified in OD trainings conducted at IBM on Email ettiquettes and 0 to 90 days module for the agents .

𝙆𝙚𝙮 𝙍𝙤𝙡𝙚 -❖Worked with Dell International Services as a Sales Support Coach, taking Care for 4 teams with more than 40 RE's in sales and revenue generation with equal attention of Margin quotient in the revenue generated by them. ❖Imparting Sales Training wherever required among the RE's.Up skilling BQ (Bottom Quartile RE's) to overcome the learning curve in sales and generating revenue as well marinating the Margin volume. ❖Also taking care of Refund management among the teams and the floor as an initiative .Auditing calls on daily basis to provide feedback regards to selling skills.

Provide L1 support to consumers of Dell computers in the USA regardiing Laptops and desktops . Troubleshooting over the phone.