Customer Service Life Insurance
Resume:
SHIVAKUMR PC
Ph : +91-984*******/903-***-**** E-mail : ac94pn@r.postjobfree.com
Address for communication:
Ist Floor, Ist Main 6th Cross,
Vidyaranyapuram
Mysore - 570004
Karnataka State. India
Permanent Address:
Bisilu, MIG – 8
60ft Road, Near APMC Back gate
Shimoga -577203
Karnataka State, India
BRIEF OVERVIEW
Having experience of over 10 years in Life Insurance Industry with handling overall operations, and
Administrative activities at the cluster level.
Having experience of managing major activities involving underwriting, agency operations, risk
management, customer service, claims, complaints and sales (lead generation).
Having experience of working in different geographic locations with same kind of effectiveness.
Professional profile
Company: HDFC Life Insurance Company Ltd.,
Deputy Manager – Customer Relations, Mysore, From Jan 2018
Managing the operations of cluster with 5 branches and team size of 6 reportees.
To ensure 5 sigma quality standards in customer service at reporting branches.
To ensure high quality Underwriting at branches for low claim ratio.
To ensure quick settlement of claims at reporting branches.
Actively involved in implementing 5’s practices across all branches and doing Branch Health
activities.
Assist in business development by enabling sales at reporting branches.
Responsible for audit compliance and customer service.
Was coordinating with HO and various departments for issuance and other issues.
Associate Manager - Customer Relations, Shimoga, October 2011 – December 2017
I am the first person to get promoted as Associate Manager in 2011 in Karnataka(this job profile was first introduced in 2011).
To manage & monitor all critical operations activities being performed in the cluster.
To take responsibility of new joinees in guiding them for process and operations activities.
Ensure effective implementation of new processes in the cluster.
Ensure adherence to automated reconciliation process in the cluster.
Design and implement strategies, aimed at cost control to improve operational efficiency.
Ensure better coordination with all inter liked functional departments for mutual benefit in
the interest of the organization.
Ensure that Turn around Time (TAT) is maintained for all the branch level activities as per
guidelines from the IRDA and the internal TAT set by the function.
Enhance effectiveness of team in handling and better implementation of new changes in
processes within the specified time frame.
Ensure cluster achieves predefined quality in new business and policy servicing transactions
(Major part of customer service). Aim at setting benchmarks based on changing market
trends.
Sr. Associate – Customer Relations, Shimoga, July 2007 – September 2011
Initial Underwriting of the life by seeing to the client’s financial position and the health
statement which has been provided by the client.
Arranging for the conversion of the limited underwriting products based on the details of the
customer.
Adhering to the AML guidelines at the time of initial underwriting
Overlooking the branch operation like Audits, CMS, Legal aspect, Administration and
Customer service.
Managing Customer Service and helping the customers about the fund performance and
guidance towards the funds and Operations comprising of service.
Compliance to Audit and Process norms. Applying 5’s Practices.
Coordinating with HO for Issuance, Claims etc in given TAT.
Managing persistency of the branch by reviving the policies.
Key Result Areas:
I have managed certain percentage of sales which is the part of the performance metrics by a good customer service. This includes new client acquisition and converting existing clients into new investments.
They are as follows:
Achieved 88Lakhs of Business against target of 1Cr in the 2018-19 thereby achieved 88% YTD .
Coordinating with other Value Added departments on a need basis.
Priority in terms of acquiring fresh clients and services.
Suggesting clients the best possible Fund option for better growth of Fund Value.
Follow-up with clients in terms of value – services.
KEY ACHIEVEMENTS
Recognized in Mission in Genius - National Level Quiz
Achieved Excellent rating in Branch audit conducted during 2018-19 period.
Winner of Zonal Level Contests in Revivals of the year 2017-18 & 2018-19
Awarded as Top cluster to achieve Service 2 Recruit (Agent Recruitment)contest for the year 2017-18.
Started Post card initiative to drive persistency from branch level during 2010.
PROJECTS HANDLED
Designed Standard display to be displayed across all the branches.
Circulated Vernacular display of company name in service counter across the cluster.
EDUCATIONAL QUALIFICATIONS
B. Com,
Acharya Tulasi National Commerce college(ATNCC),
Shimoga. Kuvempu University in 2002.
PROFESSIONAL DEVELOPMENT
Successfully attended training program on Customer Retention.
Successfully attended training program on Signature verification.
Productivity undergone training programs on Personality Development and Time
Management.
STRENGTHS
Good communication and presentation skills.
Proven strength in problem solving, negotiation and analytical skills.
Quick learner, Team player, Flexible and ability to manage change with ease.
I can mingle easily with people and surroundings.
PERSONAL DETAILS
Date of Birth - 3rd March, 1981
Nationality Indian - Indian
Hobbies & other activities
Writing poems.
Teaching Yoga.
Gardening.
Listening Music
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