Managing the VIP customers of the organization and providing end to end customer experience through a strong team of 12 VRM'SPeople ManagementOperations- Tracking daily team performance Quality -Random call audits and feedback to understand process hygieneRevenue - Generating revenue through renewals Handling customer escalations.

Graduate with good understanding of working of the Insurance industry.Managing the training and quality vertical of the contact center both Inbound and Outbound Team size- 7Training-Enabling audio video snipets for easy understanding for New Hire Trainings Scripts- Enhancing calling scripts to meet the renewal target Quality-Maintaining the quality scores at the set benchmark by continuous team engagement and feed back CEO /Customer Escalations -Managing contact center escalations at CEO deskStandard Operating Procedures -Creating the SOP for the training and quality verticalProjects - team member for process automation like CRM, Dialer Scripts, IVR Flow, IVR self help and Voice BotsReports - Publishing weekly and monthly reports to vendors and internal stakeholders

Quality & Training:- Managing call quality of vendors (out bound) call centers for the pre conversion calling process. Providing training and feed back to the call center agents. Part of the call center transition team from Sept 2015 to Feb 2016.Training the support function (Trainer, Team Leaders & Quality Analyst) and also the call center agents.Operations:- Handling sales queries for conducting Pre conversion calling and providing the status of the policies. Maintaining data on a daily basis and creating and publishing MIS for all the stake holders on a daily, weekly & monthly basis. MIS include monthly Quality MIS and daily MIS for NRI Customer?s.Process Improvement:-? Script Designing-Designing Pre Conversion Calling scripts for respective channel basis the stake holder requirement. Also have designed a Tablet Script making the verification process easy and simple.Audit Sheet Designing- Designing the Audit Sheet ensuring that the Quality target is met and also ensuring customer satisfaction.Concurrent Audits- Conducting concurrent audit with co-ordination with the concurrent team to check the health of the process and enabling process improvement basis the observations.Risk Management and Control Unit (RMCU) Audits-Conducting RMCU audits in association with the said team to identify various mis-selling reasons and trying to curb the same