Life Insurance Sales
Resume:
Deepali Laxuman Tawde Personal Info
Quality Analyst - Support Staff
Address
● Summary 5/709,GTB Nagar, Opposite
Sunder Vihar Hotel, Sion (E),
Experienced as a Quality Analyst approximately 8 years, Mumbai - 400022 wherein worked for quality improvement of General
Insurance, Life Insurance, Network Marketing and Phone Investment process. Prior experience as Tele-caller for approximately 8 years, wherein worked for Telecom +919********* Collection Postpaid billing process, NGO and Outbound Sales process. As a Quality Analyst, worked on Six Sigma Email Tools: Pareto, Histogram and Correlation while preparing reports and projects. As a Tele-caller and Quality Analyst adj8lt@r.postjobfree.com supervise Team in absence of TL. Also done CSAT, DSAT and NPS analysis while handling customer service process. Date of birth
● Computer Skills 12 May 1981
● Have a good knowledge of Computers: Word, Power point Languages known and Excel (Pivot, V-Look up etc.), since daily work on same English, Hindi & Marathi
● Work Experience
● Quality Analyst - Support Staff (Oct 2018 – Jan 2021) Cover fox Insurance Broking Pvt. Ltd - Investment (ULIP & Guaranteed Plans) and Term Life Insurance
● Handled Investment outbound sales team for 2 years and currently handling Term life Insurance outbound sales team
● Meet daily audit targets and share real time feedback with the team
● Conduct daily briefings to keep the team motivated and update with process changes
● Root Cause Analysis done for Escalation desk
● Conduct weekly call calibrations as per process requirement to know the variance and publish report
● Weekly Quality Reports published to know weekly improvement in quality score and identify process gaps
● Weekly Review : Preparing action plan for the team, implementing it and tracking progress by using power point presentation
● Analysis done : Disposition Analysis, Short Call Analysis done to check data accuracy and identify opportunity areas
● BQM (Bottom Quartile Management) activity done and TNI (Training Need Identification) report shared with training team if required
● Weekly floor Activities : Call Listening activity, PKT (Product Knowledge Test), Dip Check Questions,CCL (Customer Champion League) activity, Weekly Quality Camp activity
● Shared Wow calls and customer appreciation emails with the team and process owners, as well as rewarded in RNR to keep team motivated
● Senior Quality Analyst - Support Staff (May 2017 - Oct 2018) Viztar International Pvt. Ltd - Britt Worldwide & FGI Motor General Insurance Process
● Handled both Britt Worldwide outbound sales team as well as inbound customer service team and FGI Motor sales outbound ( renewal and fresh) team
● Meet daily audit targets and share real time feedback with the team
● Conduct daily briefings to keep the team motivated and update with process changes
● Root Cause Analysis done for Escalation desk
● Conduct weekly call calibrations as per process requirement to know the variance and publish report
● Weekly Quality Reports published to know weekly improvement in quality score and identify process gaps
● Weekly Review : Preparing action plan for the team, implementing it and tracking progress by using power point presentation
● Analysis done : Disposition Analysis, Short Call Analysis done to check data accuracy and identify opportunity areas
● BQM (Bottom Quartile Management) activity done and TNI (Training Need Identification) report shared with training team if required
● Weekly floor Activities : Call Listening activity, PKT (Product Knowledge Test), Dip Check Questions,CCL (Customer Champion League) activity, Weekly Quality Camp activity
● Shared Wow calls and customer appreciation emails with the team and process owners, as well as rewarded in RNR to keep team motivated
● Conduct Quality Session for new joiners, understand them and conduct mock calls with them post training. Also sometimes took responsibility to conduct product training for new joiners.
● Quality Analyst - Support Staff (Nov 2010 - May 2017) Sitel India Pvt. Ltd - ICICI Lombard (General Insurance Online Sales Process)
● Worked as a Tele- caller for ICICI Lombard Welcome Outbound process for 2 years post which was promoted within the process. Handled outbound as well as inbound sales team (fresh and renewal) as Quality Analyst for 4 years
● Meet daily audit targets and share real time feedback with the team
● Conduct daily briefings to keep the team motivated and update with process changes
● Root Cause Analysis done for Escalation desk
● Conduct weekly call calibrations as per process requirement to know the variance and publish report
● Weekly Quality Reports published to know weekly improvement in quality score and identify process gaps
● Weekly Review : Preparing action plan for the team, implementing it and tracking progress by using power point presentation
● Analysis done : Disposition Analysis, Short Call Analysis done to check data accuracy and identify opportunity areas
● BQM (Bottom Quartile Management) activity done and TNI (Training Need Identification) report shared with training team if required
● Weekly floor Activities : Call Listening activity, PKT (Product Knowledge Test), Dip Check Questions,CCL (Customer Champion League) activity, Weekly Quality Camp activity, 2 hours login to take calls
● Shared Wow calls and customer appreciation emails with the team and process owners, as well as rewarded in RNR to keep team motivated
● Conduct Quality Session for new joiners, understand them and conduct mock calls with them post training
● Supervising team and took calls of ad-visors in absence of TL
● Executive - Tele-caller and Co-ordinator (Feb 2009 - Sept 2010) Gennex Solution Pvt. LTD - CRY (NGO Outbound Process )
● Out calling existing customer’s for donations
● Co-coordinating with executives on field for check pick-ups
● Supervising executives on floor and updating cheque details on Excel in absence of TL
● Tele-caller - (Jan 2005 - Sept 2010)
Pace Pvt. LTD - Vodafone (Postpaid Collection Process )
● Out calling customer’s for bill payments (0 & 30 days bucket)
● Handling customer’s queries and giving proper solutions
● Achieving daily targets
● Coordinating with field executives for payments
● Tele-caller - Par-time (June 2004 - Nov 2004)
Spanco Tele- Solutions Pvt. LTD - Hindustan Liver Ltd (Sales Inbound Process )
● Out calling customer’s for household groceries
● Handling customer’s queries and giving proper solutions
● Achieving daily targets
● Achievements
● Sitel India Pvt Ltd: Was awarded best agent thrice and best QAP six times in RNR for outstanding performance.
● Passed Insurance Brokers Examination on 3rd
June 2019 and qualified as Principal Officer/ Broker Qualified Person under the stream of Direct Life and General Insurance
● Education
● T.Y.B.com (Commerce) - Mumbai University
● H.S.C (Commerce) - Maharashtra Board
● S.S.C - Maharashtra Board
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