Customer Service Manager

AKASH SEN

Contact: +919*********, E-Mail: *************@*****.***

Seeking a challenging career that utilizes my skills in my area of

competence and enriches my knowledge, and gives me a chance to be part of a

team that contributes towards the growth of the organization, thereby

yielding the twin benefits of job satisfaction and convenient professional

growth.

CAREER CONPECTUS

* Over 6.5 Years of experience in Services and Operations in Insurance and

MTSS Industry.

* Presently working Paul Merchants LTD- Western Union Money Transfer as Sr.

Manager Operations.

* Also Part Of Process Re-engineering Team - Make or Modify current

process(s) according to Current Business environment in my Current

profile.

* Had Handled Performance Management Team - Audit Genpact Customer Service

MAX LIFE- Inbound Calling

* In-depth knowledge of the working of Insurance Operations - Renewals,

Recovery, New Business, Underwriting, retention and Up-selling,

Customer Services and POS with MAX LIFE INSURANCE & ICICI PRU LIFE.

* Instrumental in handling Business Partners through relationship and

constant monitoring.

* Imparted training to Customer Retention Executives on product & process

knowledge and retention skills.

* 6 years Experience in handling escalated customer complaints and

providing the resolution within TAT.

CAREER CONTOUR

TOTAL EXPERIENCE - 7 YEARS

Currently Associated with PAUL MERCHANTS - WESTERN UNION MONEY TRANSFER -

AS Sr. Manager Operations.

Current Location: Based at PAUL MERCHANTS LTD HEAD OFFICE -

CHANDIGARH

Duration : APRIL 2013 - TILL DATE

. Handling PAN India Operations of Western Union International Money

Transfer, WU-KOTAK BANK Domestic Money Transfer.

. Product Manager for Western Union-Kotak Domestic Money Transfer.

. Looking After Business Development for Domestic Money Transfer - PAN

INDIA. Distribution and Achievement of Targets, Sourcing of New

Locations etc.

. Also Handling Compliance for International and Domestic Money transfer

to ensure process adherence as per Reserve Bank Of India norms.

. Also Handling Operation for WU-ICICI Pre-Paid Card.

. Handling Call Centre for Western Union International Money transfer.

. Also Handling H.O Operations Team.

. Take Care of Customer Service and Retention.

. Part of Process Re-engineering Team.

Worked with Max Life Insurance as Deputy Manager - Operations

Current Location - Max Life Insurance Co.Ltd - Head Office, Gurgaon.

Duration: May'12 to April 2013

. Currently take care of Policy Account Collection Management -

OPERATION FINANCE.

. Take care of Disbursement of Policy Account of Around 100 Cr. from

Company Suspense Accounts.

. Leading Projects - Reducing Customer Incident Rate & Removing Top 10

Customer Complaints.

. Take care Maturity Pay Outs keeping TAT of 72 hours.

. Take care of All Refunds like Maturity, Surrenders, and Other

refunds.

. Performance Management Team.- Audit Genpact Customer Service Inbound

calling thru IVR.

Duration : Since Jan '11 to May'12

Company - Max Life Insurance Co. Ltd.

Location : Jaipur Regional .Office. As a Deputy Manager - Customer Service

and Operations.

* Taking Care of Jaipur 1 & Jaipur Service center.

* Taking care Customer Service, Operational, Cross selling and Up selling

for Jaipur 1.

* Taking care of HNI clients for PAN INDIA

* UNDERWRITING - LIFE & HEALTH INSURANCE.

* Taking Care of Internal Audit of Rajasthan Patch.

* Also Part of Risk Management Team, HO.

* Pilot Member of Forensic QC Team.

* Coordination with Existing Customers to Generate leads

* Coordination With Established Class Agents PAN INDIA level to generate

Business.

* Looking for Underwriting of New Business Cases

* Coordinating with All the relative deptt. Like Sales, Training and

Agency.

* Post Issuance Customer Service .

* Solve Queries of Internal And External Customers.

* Taking Care of all kind of Admin. And Accounting Issues of Branch..

* Looking after all operational activities from Fresh Log-in to Issuance of

policies.

* Working as a Helping hand for Sales Team.

Duration : Since Aug '08 to Jan'11

Company - Max Life Insurance Co. Ltd.

Location : Kangra Sales Office. As a Asst.Manager - Customer Service and

Operations

* Taking Care of Customer Service & Operations Team at Kangra Office

* Taking care of all Operational, Cross selling and Up selling .

* Looking for Underwriting of New Business Cases

* Coordinating with All the relative deptt. Like Sales, Training and

Agency.

* Post Issuance Customer Service .

* Solve Queries of Internal And External Customers.

* Also looking after all kind of Admin. And Accounting Issues of Branch..

* Looking after all operational activities from Fresh Log-in to Issuance of

policies.

* Working as a great Helping hand for Sales Team.

* Experience of Setting of Two New Branches.

* Acting as H.R Spoc of Branch.

* Also Acting as Cancellation Spoc of of 19 branches of Punjab, H.P & J& K

region.

Worked with ICICI Prudential as Customer Service Officer (Customer Service

& Operations)

Duration : Nov'06 to June'08

Location : Chandigarh & Dharamshala

* Query resolution of sales from pre-login, pre-issuance to post-

issuance

* Looking after Pan India branches MIS for issuance and other related

process.

* Coordinating for early closure of discrepancy reports by coordinating

with Sales Coordinator.

* Devising and implementing policies / procedures for all round

development of branch.

* Ensure speedy resolution of queries & grievances to maximize

client satisfaction levels.

* Performing as a team member for customer retention by calling and

resolving customer queries and maintaining relationship with HNI

clients.

* Closely coordinating with risk department for maintaining quality

business by eliminating fraud business.

* Assisting Pan India branches for tracking of cases for faster issuance

and discrepancy resolution.

* Supervising and monitoring daily workflow of the assigned branches for

error free issuance and processing

* Preparing different questionnaires on behalf of company as a part of

project for Customer Retention and Customer satisfaction.

* Conducting training for all the sales force once a month to address

their queries and problems arising due to process changes

* Handling Petty Cash for the branch and ensuring best utilization of

the same.

* Looking after Vendor Management & Event Management.

* Training of all new employees for Underwriting, Servicing and Branch

functions

* Working as a great Helping hand for Sales Team.

* Looking after Distribution Operations Service for 5 locations. (DOPS).

* Experience of Setting of Two New Branches.

SCHOLASTICS

2006 MBA - marketing & Finance, From SASIIT, Mohali, Punjab Technical

University.

2004 Bachelor of Commerce, M.L.S.M college Sunder Nagar, Himachal

Pradesh University,

2001 XIIth from Sr.Sec.Model School Sunder Nagar, CBSE Board

1999 Xth from, Sr.Sec.Model School Sunder Nagar,, CBSE Board

IT FORTE

Well versed with

* MS Office (Word, Excel, PowerPoint) - Gave training on MS Excel and

PowerPoint

* Basic Computing Application and Internet Applications

PROJECT DETAIL

* Handled Projects - Reducing Customer Incident Rate & Removing Top 10

Customer Complaint.- Green Belt

* Have Yellow Belt Project On Cost Saving @ Jaipur GO.

* Handled Project for Policy Issuance Discrepancy for Rajasthan. Target -

Discrepancy closed at less than 3% from 11 %in Max Life.

* Handled Project for North Zone for Policy Acknowledgement Receipt and

closed the pendency at 2.4% from 57%in Max Life.

* Handled Project for C.S.M.S (Customer Service Management System) usage

for Rajasthan. Outcome - FCR (First Call resolution) come up from 68% to

96 % for 2011 in Max Life.

OTHER ACHIVEMENTS

* C-SAT award for 2011 at Max New York Life.

* Awarded as Best Manager For Cross seling of Achieving 115% target at Max

New York Life 2011.

* Awarded as "You Are A winner - Hall Of Fame "award PAN INDIA LEVEL 29

times and 18 Star of Month.

* 5 Customer Appreciation Award.

* Awarded as Best Team Leader In Cross sales Targets.

* Awarded 2 Striker of the month in ICICIPRU.

* 2 HOZZATT winner at ICICI Prudential.

* BRANCH WITH BEST HIGH VOLUME BUSINESS PROCESSING award for entire North

ZONE from Zonal Manager in ICICI Prudential at Chail Shimla '08.

* Proficiency in IRDA Software of Insurance LIFE ASIA.

* Scored >98% in QC and rewarded with Services Quality Award.

* Received many appreciation mails and Cultural Ambassador nominations from

External and Internal Clients.

* Awarded for Best Initiative for 2008 by Launching "RETENTION & UPSELLING

"program'08 at Club Mahindra Dhramshala FOR Max New York Life Ins..

* Achieve 110% target achievement in Cross Sales.

* Awarded as Best Team Of Quarter 3, Jaipur 1 in 2011.

PERSONAL DETAILS

Father's Name Sh. Bhupinder Singh Sen

Date of Birth 25 -12 -1983

Languages Known English and Hindi

Marital Status Married

Current CTC 8.25 Lk

Location Pr f rence Open to

Relocate

Date:

Place: Chandigarh

(Akash Sen)

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