Vishal Raina Email & Phone Number

Bengaluru, KA, IN

Indore, Madhya Pradesh, India

Customer Service Manager

• 𝗗𝗲𝘀𝗶𝗴𝗻𝗮𝘁𝗶𝗼𝗻: Manager (Phone Banking – Customer sales Service) 𝗞𝗲𝘆 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗔𝗿𝗲𝗮:
• Responsible for driving Banking products and managing Phone banking channel Sales, client relationship and service, managing 20+ team of PBK Agents, Authorised Verifiers, and other staff.
• Assigned area of business is Madhya Pradesh & Chattisgarh PBK Customers.
• Selling products Insurance & Loans (PL, HL, Commercial Loan, LAP, Cash on call). Insurance products: HDFC Ergo, Aditya Birla Health Insurance, Max Bupa, HDFC Life & TATA AIA.
• Handling and overseeing 15+ Employees (PBK Agents, Sales Executives, and operations team).
• Achieve the monthly assigned revenue targets through effective sales. Drive business plans and manage as per company standards.

Indore, Madhya Pradesh, India

• 𝗗𝗲𝘀𝗶𝗴𝗻𝗮𝘁𝗶𝗼𝗻: Deputy Manager (Phone Banking – Customer Sales & Service) 𝗞𝗲𝘆 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗔𝗿𝗲𝗮:
• Managed 18+ team of PBK Agents and Authorised Verifiers.
• Trained and mentor the team to achieve the organization business goals.
• Maintain motivation in a team environment.
• Handled MP & CG locations PBK customers, drive banking products.
• Keep a close track of leads according to customer’s feedback and follow ups with customers.

Indore, Madhya Pradesh, India

• 𝗗𝗲𝘀𝗶𝗴𝗻𝗮𝘁𝗶𝗼𝗻: Assistant Manager (Phone Banking – Customer Service)𝗞𝗲𝘆 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗔𝗿𝗲𝗮:
• Handled team of 18-20 team members of Inbound process and responsible for the service levels, maintain AHT.
• Managed outbound & inbound processes, online insurance sales. Sales leads are assigning to concern tele callers.
• Automate the unit for smooth operations. Manage the team efficiently to maximize agent utilization.
• Monitoring team & agent performance of a daily basis. Provide timely and adequate feedback for performance enhancement.
• Keeping the team and self-updated of all process changes/ process highlights, always.

Indore, Madhya Pradesh, India

• 𝗞𝗲𝘆 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗔𝗿𝗲𝗮:
• Resolving escalated calls and handling Customer Complaints (ICICI Prudential process).
• Responsible for the Roistering, Resource Planning of Agents, Leave Tracker, Briefing Tracker, Overtime Management done by the associates and Target Achievements set by the client.
• Reply Clients Mails of Escalations, Updates, and Errors etc.
• Enhance the Productivity and improving the agents as well as the Team’s Performance.
• People Management, planning and organizational skills.

Indore, Madhya Pradesh, India

Indore, Madhya Pradesh, India

Indore, Madhya Pradesh, India

Tele Sales Executive (Airtel Post-paid Outbound)