“Head of call center | Expert in managing insurance and investment operations”* Call centre management* Insurance, investment and lending products * Sales and service* Process improvement * Data analysis and reporting

As the Head of Call Centre for a leading financial services company, I managed a sales call centre focused on rural personal loans, leads, and touch-free business. I oversaw a team of 490 call centre representatives and was responsible for developing and implementing effective strategies to increase sales revenue, optimize lead generation, and enhance customer satisfaction.Key achievements in this role include:• Spearheading efforts to increase monthly sales revenue by 130% through the development and implementation of successful sales strategies and tactics.• Conducting regular performance evaluations and providing coaching and training to representatives to improve their sales skills and performance, resulting in consistently high levels of performance across the team.• Successfully implementing touch-free business processes to support customer needs, resulting in a 150% increase in touch-free sales.• Achieved a business volume of 450 Cr in lead business and 100 Cr in touch-free business.• Leading the recruitment and onboarding process for new representatives, ensuring a smooth transition and adherence to company policies and procedures.• Conducting regular team meetings and providing clear communication to ensure alignment with company goals and objectives.• Maintained a keen understanding of industry trends and developments, staying ahead of the competition.• Continuously monitored call centre performance metrics and made data-driven decisions to improve team performance and productivity

• Senior Area Manager responsible for overseeing operations at 3 call centres in the region for a leading telecommunications company• Led a team of 6 managers and 209 call centre representatives, ensuring a high level of performance and adherence to company standards• Conducted regular performance evaluations and provided coaching and training to managers and representatives to improve their skills and performance• Collaborated with cross-functional teams to streamline processes and optimize resources• Managed the recruitment and onboarding process for new managers and representatives, ensuring a smooth transition and adherence to company policies and procedures• Successfully managed the expansion of the call centre operations, including the implementation of new technology and systems to support business growth• Led the team to achieve and exceed sales targets, contributing to a 130% increase in revenue for the company.

• Managed a team of 109 call center representatives at Bajaj Finance, a leading financial services company in India• Developed and implemented strategies to improve call center efficiency and customer satisfaction ratings• Conducted regular performance evaluations and provided coaching and training to team members to improve their skills and performance• Collaborated with cross-functional teams to streamline processes and optimize resources, resulting in a 130% increase in productivity• Monitored call center metrics and produced reports to identify trends and areas for improvement• Managed the recruitment and onboarding process for new call center representatives, ensuring a smooth transition and adherence to company policies and procedures• Conducted regular team meetings and provided clear communication to ensure alignment with company goals and objectives• Maintained a high level of professionalism and upheld the company's values and standards in all interactions with customers and team members.

• Demonstrated ability to understand market needs and make the portal user-friendly for Religare market users.• Successfully managed a team of partners, while interacting with them to build business according to company requirements.• Highly focused on driving business growth, while organizing activities and events to boost sales from outdoor locations.• Currently responsible for the alternate channel process, which involves handling a team of insurance advisors and monitoring their sales performance.• Proven ability to build strong relationships with partners and stakeholders, while meeting or exceeding sales targets.• Continuously identified new business opportunities and trends in the market, and developed and executed strategies to increase revenue and market share.• Provided training and mentoring to new sales team members to ensure high performance and productivity

• Experienced sales coordinator skilled in sales, marketing, and customer service• Proven track record of driving revenue growth and building strong client relationships• Managed entire sales process from lead generation to account management• Tailored solutions to meet unique client needs• Strong skills in customer service and building lasting relationships based on trust and mutual respect• Passionate about delivering innovative solutions to meet evolving business needs

• Experienced team leader in the BPO industry• Skilled in communication, leadership, and problem-solving• Responsible for managing a team of customer service professionals• Oversee daily operations, monitor performance metrics, and develop strategies to improve team efficiency and customer satisfaction• Collaborate with other departments to ensure smooth communication and coordination• Foster a positive and collaborative work environment to encourage creativity and innovation• Passionate about bringing a wealth of experience and excellence to your organization