Quality Sales

Varinder Sehra (Rosy)

Email: ******@*****.***

Telephone: # 647-***-****

Professional Profile:

• 5 years experience in Banking and Financial Services in Operations including Credit Card pre-underwriting, mortgage services processing and Group Insurance.

• 1 year of experience in Customer Care.

• Trained in audit functions for Operations.

• Awarded ‘Best Mentor’ by trainees in Group Insurance.

• Language Skills (English, Hindi and Punjabi)

Work Experience

Customer Care Representative in Direct Sales Marketing, Bell Canada, ON April 2012 till date

Responsibilities:

• Outbound cold call new as well as existing customers to offer Bell services.

• To understand and manage customer's needs in order to provide them with the services meeting their requirements.

• To build relationship with the customer and to maintain reputation with them.

Outbound Sales Call Centre Representative, Innovative Vision Toronto, ON Nov 2011-March 2012

Achievements:

• Selected as a best quality caller of the week by Audit team.

• Meeting and exceeding the objectives.

• Got appreciation from the customers on phone.

• Have worked in four different campaigns so far.

Responsibilities:

• Cold call potential customers in the region of Ontario and marketed subscriptions for Newspapers, specifically the Globe and Mail Campaign.

• Follow smile and dial policy.

• Listen attentively to the customers to build reputation, deciphered buying signal and promoted product value and benefits.

• Exercise strong interpersonal communication skills with customers and department personnel.

Contract Specialist in Group Insurance Sun Life Financial Services April 2007 - December 2010

Achievements:

• Won “Star of the Month” award five times.

• Recognized as a good Presenter and was chosen four times to give presentations to the Offshore Clients and Guests visiting India.

• Name recommended by Offshore Team for Quality Check.

• Was chosen to give Job Coaching to the new hires twice (a group of 5 people each).

• Was promoted from Process Associate to Senior Process Associate.

Responsibilities:

• Generated and issued legal documents i.e. (Contracts and Booklets) of US clients for Group Insurance Policies.

• In the peak season had cleared maximum six cases per day where as the TAT (Turn around time) for completing each case used to be two days.

• Verified information of all the benefits received by the Policy Holder and to generate that in Window based application which consists of 15-18 tabs in total.

• Proofed contracts and Booklets to check if all the provisions and policies met the client’s requirement. Proofing involved matching the provisions and policies of a particular state with the policy holder’s benefits.

• Updated the mainframe and window based application for premium and claims department depending on the benefits given in the policy. There were 5-6 screens per application.

• Prepared Weekly Report of team’s performance which including details of cases received, cleared, productivity and quality Scores of each team member with turnaround time.

• Prepared Quality Report on weekly basis based on Team’s data which included the number of cases done by each person with the auditing result of the external quality team.

Process Associate, in Brokered Loan Data Capturing WNS Global Services Oct 2006 – Mar 2007

Achievement:

• Won “Best Performer of the Month” award in third month after joining the organization.

Responsibilities:

• Funded the amount of commission earned by the client from other lenders.

• Authorized for internal Quality checking of the loans processed by other resources.

• Allocated the loans among the resources.

• Cross trained the team members and gave buddy training to new hires.

Credit Process Associate, in Credit Card Division ABN Amro Bank N.V. Aug 2005 – Sep 2006

Achievement:

• Appointed as a ‘Tele-Caller’ and became a ‘Credit Process Associate’ in 7 months after joining the company.

Responsibilities:

• Appraised applicants applying for credit card by conducting policy referrals and evaluating credit worthiness of applicants as per the guidelines of the policy and made approval decision.

• Accomplished de dupe checking (a processing of an application in a system) to determine applicant eligibility and to approve or decline the applications accordingly.

• Did promotional based check of existing customers of the bank.

• Confirmed customer information as per the requirement of the Underwriter for making decisions regarding the application.

Education

• Post-Graduate International Business Management Program from Centennial College, Ontario, Canada, 2011.

• Post Graduate Diploma in Business Management (Specialization in Finance and International Business/Part-Time) from IMT, Ghaziabad, Uttar Pradesh, (India), 2005-2008

• Bachelors of Commerce from APJ College of Fine Arts, Jalandhar, Punjab (India), 2002-2005

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