Results-driven professional with extensive expertise in customer service, sales, and operations across BFSI and telecom sectors. Proven track record in exceeding targets, optimizing processes, and leading high-performing teams.
Extensive experience managing customer interactions, quality assurance, and escalations across various sectors.
Proven ability to meet and exceed sales targets through coaching, strategic planning, and process optimization.
Skilled in team leadership, KPI monitoring, process improvement, and compliance across diverse operational environments.
Dedicated to developing high-performing teams via regular coaching, performance reviews, and motivational strategies.
Teleperformance
Lead and managed a team of customer service and sales support executives handling customer interactions for Godrej Properties.. Monitored team performance against key KPIs including customer satisfaction (CSAT), quality scores, productivity, conversion rates, and service levels.. Conducted regular coaching sessions, feedback discussions, and performance reviews to improve agent effectiveness and customer experience.. Managed customer escalations and ensured timely resolution of complex issues while maintaining service quality standards.. Coordinated with Quality, Training, Operations, and Business stakeholders to drive process improvements and operational excellence.. Prepared daily, weekly, and monthly performance reports and shared actionable insights with management.
Policy Bazaar
Lead sales and service teams handling insurance policies, renewals, and customer escalations.. Achieved 110–125% monthly sales targets through structured sales planning and team coaching.. Improved lead-to-conversion ratio by 22% by enhancing pitch quality and objection handling.. Govern end-to-end email escalations, ensuring SLA and regulatory compliance.. Conduct root cause analysis (RCA) to reduce repeat complaints and cancellations.. Developed performance dashboards tracking sales KPIs, CSAT, TAT, and productivity.. Delivered continuous training on product knowledge, compliance, and ethical selling.
Tech Mahindra
Bachelor of Business Administration (BBA)
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