RESUME : SURAJIT SEN **+ Years of Exp Insurance Operations CRM+BPMS Systems

SUMMARY

PROFESSIONAL OBJECTIVE

Seeking a position to hone and utilize my analytical and interpersonal skills in a reputed organization, contributing to the growth of the organization and self. Committed to excel in my work, innovative and passionate to achieve results that exceed expectations and desire to work in crunch time lines that bring out the best in me.

CORE COMPETENCIES

Overall Operations and Renewal for complete Kolkata region.

Ensuring 95% issuance month on month and YTD renewal target of 85% for the branch.

Maintaining service quality by making pro-active steps for resolving the customer complaints.

Smooth functioning and timely completion of policy services within the specified TAT.

Customer Relationship Management responsibility.

Building healthy business relations with customers, enhancing customer satisfaction matrices by achieving delivery & service quality norms.

Efficient monitoring and ensuring progress by implementing new ideas and concept.

Solving high end escalated complaints of customers within minimal time

Closure of customer Query & Complaints within SLA with Quality resolution.

Problem identification and rectification.

EMPLOYMENT SCAN

Name of the Company AEGON LIFE INSURANCE Co LTD

Designation Assistant Manager – Operations & Renewals Duration From : May 2008- April 2021.

Roles& Responsibilities

• Scrutinize the risk factors in the applications of the proposal forms, documentations and processing the same within the specified TAT.

• Ensure that 98% accuracy level is maintained by the branches with speedy clearance and processing the applications and ensure average policy Issuance TAT of 5 days for Non-UW / Local Cheque cases.

• Ensure the YTD renewal targets of 85% maintained on a month to month basis.

• Ensure all kinds of policy servicing requests and complaints received at branch be processed within the same day.

• Take on additional responsibility on ongoing basis or on project basis as may be determined by the VP Operation.

adm0rl@r.postjobfree.com

833-***-**** / 983*******

B-13/5,Kalindi Housing Estate, Kolkata

- 700089

https://www.linkedin.com/in/surajit-

sen-49bb3351/

SURAJIT SEN

Customer Service

Data Analytics

22+ Years of Experience Agency Operations Achieving Renewal Target Customer Relationship Management

Excellent relationship building & interpersonal skills Organisational Skills

Performance monitoring Sales & Administrative support Troubleshoot and customer problem solution

Working Experience in FMCG & Logistic sector

RESUME : SURAJIT SEN 22+ Years of Exp Insurance Operations CRM+BPMS Systems

• To execute and manage renewal persistency in order to enhance policy renewal and revival

• Proactively identify opportunities and interventions to reduce lapsation.

• Monitor and improve renewals and revival through effective renewal and other persistency initiatives laid by the company.

• Manage renewals and persistency by liaison and partnering with stakeholders across all levels.

• Execute and manage processes aimed at reducing policy surrender whereby enhance persistency.

• To ensure high monthly collection based on the targets assigned on monthly basis with superior customer service.

• To ensure calling to be done within TAT basis customer feedback like follow-up, call back, PTP.

• To make the customer understand the policy features, benefits for the customers who does not want to pay their renewals

Achievements:

Promoted to Assistant Manager – Operations and Renewals for the East Zone in 2017.

Achieved overall Renewal persistency YTD at 75% Renewals for 2018-19 and 2020-21 (April – Oct). Received Incentives on Renewal Collection at least in 3 quarters in 2014-15, 2015-16, 2018-19

Was felicitated with a memento for completing 5 years, 8 years and 10 years in AEGON Life Insurance.

Have received STAR AWARD in 2013, 2016 and 2018

Have been the most consistent employee to score of 9.8 out of 10 in the Dashboard on all the operational parameters in the East Zone across 20 branches for the FY 11-12 and 12-13

Have been the employee of the only branch in Pan India to achieve the target for Mission 10000 NOP

Challenge from the CEO in 2012 as a CSE.

Have received award from the Alternate Channel team twice for the issuance of the policies. Also received recognition from the Business Alliance team for the all-round support and issuance of policies as a CSE.

Part of the award won in regard to No.1 branch of Pan India for quarterly issuance (Apr-Jun'09) as a CSE.

Received an award from the CEO as part of the first group of employees for Kolkata branch as a CSE.

Received Certificate from Zonal Head Tied Agency Channel as Issuance Champion – East for issuing all policies for the month of March 2010 as a CSE.

Have been able to retain 28 customers from Surrender Retention and made them continue the Policy in 2018-19

Name of the Company RELIANCE LIFE INSURANCE Co LTD Designation Customer Executive.

Duration From :February 2006 till April 2008.

Roles& Responsibilities

• To verify insurance proposal, Client contract creation (Login of Insurance proposal), and timely dispatch of the proposal to H.O. Also provide support to the Sales team in terms of procedural aspects of recruitment and coordination for IRDA and other training.

• Advisor recruitment form processing, Coordinating for Batch scheduling and follow up for training completion Certificates

• Ensuring statutory compliance with respect to all aspects.

• Customer service and compliant management on a day to day basis

• Ensuring quality score is more than or equal to 90% and Quality Check of incoming Proposal form

• BPMS (Business Process Management System) process adherence

• Adherence to Branch expenses management process (BEM) Achievements:

Received Certificate of Appreciation from CEO for the ISO Audit for the fiscal year 06-07. RESUME : SURAJIT SEN 22+ Years of Exp Insurance Operations CRM+BPMS Systems Name of the Company Federal Express Corporation (FedEx) Designation Associate Service Station Agent.

Duration From :April, 2004– December, 2005.

Roles & Responsibilities

• Processes all types of exceptions, mis-sorts & ‘Return-to-Shipper’, including complex transactions, by following defined procedures to resolve the problem. Includes making arrangements for ODA that are within defined parameters – contacting consignees to obtain information, opening and working on trace files and using established databases to facilitate the delivery of Packages.

• Keeping an eye on the tracking of each and every outbound shipment until it is delivered to the final destination, communicating with the transit points through trace files and other problem locations.

• Responds to telephone enquiries from internal and external customers & GSP’s requesting information or seeking help with problem resolution. Either provides the information/resolves the issue or relays the query to and appropriate person/department.

• Focuses on identified high-impact packages and customers by monitoring progress and following specific procedures to minimise risk.

• Processes export documentation by completing defined procedural checks, imaging of paperwork, completing of required documentation etc. Performs system updates and maintains filing in accordance with local procedures.

• Performs filing faxing of routine administrative functions or contingency cover that support station Achievements:

Got extraordinary performance award for a shipment lost and found.

Got Bravo Zulu award for performance showed over and above the Job expectation during the flood situation in Mumbai.

Got attendance award for the Fiscal July 2004- June 2005 for not being absent for a single period. Name of the Company DOMINOS PIZZA INDIA Ltd.

Designation SR. MIS EXECUTIVE

Duration From : April, 2000 – March, 2004.

Roles & Responsibilities

• Flawless Execution of Reports - Daily Sales reporting to the Corporate office at Delhi in proper time, Consolidation of Reports related to sales and analysis thereof which includes analysis of Food Cost weekly & monthly, Sales trend, Pie analysis and the trend thereof, Mileage analysis, Reconciliation of Dough and other critical ingredients. Also includes P&L Statement preparation and analysis, Supporting the Regional

• Manager and Commissary Manager with the reports and analysis and providing inputs for the corporate office at Delhi.

• Finalizing formats with each function for their internal reporting. Facilitating the management to review meetings periodically. Analysis of Monthly Profits & Budgetary analysis. Weekly, Monthly Quarterly & Annual Management reporting. Supporting all functions with relevant data collected from stores & commissary.

• Contribution towards Profitability: - Support the marketing team for data on promotional scheme. Also giving feedback on figures to the Regional Manager and Commissary Manager to ensure corrective measure.

Name of the Company CONSUMER SALES – Distributor of P&G India Ltd Designation Systems Officer

Duration From :Novermber, 1998 – March, 2000.

Roles & Responsibilities

• Maintaining Databases, Purchase Order Generation, Total Order Management, Accounts Receivable Maintenance, Decision Support and Information Usages, Daily System Maintenance Activities, Maintain RESUME : SURAJIT SEN 22+ Years of Exp Insurance Operations CRM+BPMS Systems and Support IT Information in the LAN Environment and providing reports at Mumbai Head Office. Mainly working on Windows NT Server, maintaining database in MS-Access, Working in the frontend, providing reports to the Systems Executive through mail over Lotus Notes, providing assistance during troubleshooting. Also providing project reports on sales upon which the higher management takes decisions.

QUALIFICATIONS

• Year 1996 – Passed B.Com (Hons) from Calcutta University in 2nd Class.

• Year 1993 – Passed Higher Secondary from WBHSC board with 2nd Division

• Year 1991 – Passed I.C.S.E from Delhi Board in 1st Div. IT SKILLS

• Well conversant in MS Office & Internet and Multimedia. EXTRA CURRICULAR ACTIVITES

• Represented School in Cricket, Debate, Elocution and Cultural Functions PERSONAL INTERESTS

• Listening to Music Singing Cooking Travelling PERSONAL DETAILS

• Date of Birth : 09th August 1973.

• Marital Status : Married.

• Language Known : English, Hindi, Bengali.

• Father’s Name : Late Mr.Sushil Kumar Sen, a Retd. Govt employee from Tea Board of India.

Declaration :

I hereby declare that the above written particulars are true to the best of my knowledge and belief and that no information(s) have been concealed by me.

[SURAJIT SEN]

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