Customer Service Manager

PRITI RAJKUMAR BIHANI

Mobile: 098********/ 099********/ 096********

E-Mail: ****.******@**********.***/ *****.******@*****.*** ________________________________________

In pursuit of opportunities in the field of Operations & Customer Service Manager / HR & Admin Manager and MIS Manager.

SUMMARY

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Associate from Insurance Institute of India with over 8 years of experience in managing the complete scope of Operations involving Customers Service, HR Initiatives, Admin, MIS Preparation, Internal Control, Liaison & Coordination and Team Supervision.

Currently associated with Birla Sunlife Insurance Co. Ltd., Location: Thane as Senior Branch Operation Support and Group Leader.

Talent for proactively identifying & resolving problems, controlling costs, maximising productivity & delivering profit increases.

Expertise in developing, recommending and implementing human resource strategies and policies in support of business objectives.

Deft in overseeing change management and provision of business focus solutions in a fast moving environment.

Possess a high degree of personal maturity and professional efficiency in addition to the basic functional knowledge inherent in the operation and HR function.

KEY STRENGTHS ENTAIL:

- The ability to build strong & enduring relationships - Strong communication skills

- A strategic / business vision - Leadership qualities

- Negotiating / influencing skills - Ability to balance strategic & operational issues

- Proficient in MS Word, Outlook, PowerPoint and Excel - Management Skills

SKILL SET

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Management of Branches Operations and Customer Service:

Implementing policies/ procedures for the overall development of the branches.

Posses extra ordinary communication and interpersonal skills; prior experience in dealing with in-house and external customers

Mobilizing appropriate people in the process and integrating tools & procedures required to meet business needs.

Ensuring activities to be carried out as per set procedures to achieve quality management, health and safety, legal requirement, environmental policies and general administrative levels.

Taking various initiatives for maintaining SLA (Service Level Agreement).

Coordinating integration with support functions viz. Vendor, Third party agents, quality, training, technology, compliance & HR.

Providing feedback to the Technicians based on quality audits and rendering suggestions for improvement.

Liaising with Government Authorities and Consultants for submitting return under Employment Exchange Act.

Tracking team performance against every KRA and Targets-Review of the team’s monthly performance.

Co-coordinating with respective IT teams for smooth functioning of operations.

Working on higher level strategies and take initiatives in order to improve services in a cost efficient manner and increasing customer satisfaction through the same.

Management of HR and Admin:

Looking after manpower planning and budgeting for effective employee management.

Maintain regular Filling of ER I and ER II returns and other Statutory Compliances and filling all other returns on time.

Design organizational structure for the department, recruit right kind of the people and ensure that new recruits/transfers/vendors are adequately trained and aligned to the process/business and ensure smooth induction

Maintenance of AMC's, Vendor Management, Housekeeping Services, Security Services.

Deploying various policies pertaining to employee pay & conditions, contracts, training & development, succession planning, morale & motivation, etc.

Monitoring HR process and ensuring completion of appraisals as per the appraisal cycle timing.

Designing and conducting the annual appraisal discussions.

Controlling attrition through movement, job rotation and other employee welfare measures.

Identifying Vendors and service providers of adequate capabilities for creating and sharing our philosophies through proper process and engaging them with the organization.

CAREER RECITAL

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Since Sep’08 Birla Sunlife Insurance Co. Ltd., Thane

As Senior Branch Operation Support and Group Leader

Current Role:

Assuring 95% + Accuracy in Process of New Business Issuance, Renewal persistency and Audit.

Planning, developing and implementing strategies for ensuring effective HR management and operations.

Attending queries/ complaints and suggesting corrective actions for maintaining sound relation with clients.

Calling Customers for renewal collection and maintain branch persistency.

Looking after the tie up of vendor their agreement contracts & renewal procedures and formalities.

Assuring smooth flow of payment for all the vendors tied up.

Conducting verification of mandatory documents for generating offer letters.

Mobilizing appropriate people in the process and integrating tools & procedures required to meet business needs.

Ensuring activities to be carried out as per set procedures to achieve quality management, health and safety, legal requirement, environmental policies and general administrative levels.

Establishing and maintaining appropriate systems for measuring necessary aspects of HR development.

Maintaining awareness and knowledge of latest HR development theories & methods in the industry.

Auditing and authenticating all documents related to legal, salary statements and distribution, policies, etc.

Handling joining and exit formalities of employees at branch level. Providing guidelines to employees with respect to their various reimbursement claims.

Working as an Acting Team Leader and managing the work flow & delivery with high level of accuracy as per audit rules within the defined TAT.

Handling policy servicing including surrender, withdrawal, fund transfer, addition / deletion of rider, etc.

Coordinating with Channel Partners, Associates, Banks, External Clients, various internal departments in Head Office & related parties for various issues.

Participating in recruitment, selection, discipline, grievance, counselling, pay & conditions, contracts, training & development, succession planning, morale & motivation, culture & attitude development, performance appraisal & resolution of quality management issues.

Key Highlights:

Distinction of:

o Being Regional MIS Presenter and Zonal MIS Presenter.

o Managing Team of 25 BOE’s (15 different branches located in Mumbai and out of Mumbai).

o Preparing Certificates at Zonal Level (looking into designing and description of certificate).

Provided suggestion to Operations Head for collection of Bank passbook as per each request of ECS Activisation to avoid ECS failure.

Recognised by Zonal Head for demonstrating brilliant efforts in MIS Presentation.

Bagged following Awards:

o Best Branch Accountant (Pan India Level) - Year 2009.

o Star BOE - Year 2011.

o Noble Deeds - Year 2011.

o Learner of the Month - July 2011.

o Certificate of Excellence- year 2010.

o Value Leader - Year 2009.

o Operation Excellence - Year 2009.

o Certificate of Excellence - year 2008.

Received:

o 20 Certificates of E Learning Courses – 2008/ 2011.

o FPOE Training Certificate with 93% in 2009.

o Certificate of E-learning, Management expertise, Group Leading, Communication skills & Planning and Decision Making in 2009.

Aug’06 to Sep’08 Bajaj Allianz Life Insurance Co. Ltd., Thane/ Bhiwandi

As Customer Service Representative

Key Highlights:

At Thane:

Handled Agency Department with key responsibilities being recruitment, licensing and commissioning, etc.

Looked after policy servicing involving fund switching, fund withdrawal, top up entry and policy surrender, etc.

Participated in underwriting.

Interacted with customers and handled the complete charge in the absence of Assistant Manager.

Managed supporting activities including printing policies, formula based excel, drafting mails, etc.

At Bhiwandi:

Handled cashiering, underwriting, accounts handling, IT connection related work, etc.

Participated in other supportive activities for ensuring smooth functioning of branch.

Promoted as Branch Accountant for Bhiwandi Divisional Office in Aug’08.

PREVIOUS ROLES

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May’06 to Aug’06 Reliance Infocom, Anil Dhirubhai Ambani Customer Service Representative

Group, Koperkhairne

Aug’03 to Nov’05 Advocate Mr. Jayendra B. Shah, Bhiwandi Accountant

(Income Tax & Sales Tax Consultant)

ACADEMIC CREDENTIALS

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B.Com. from B.N.N. College, Mumbai University in 2006. Secured 85.83%.

PROFESSIONAL ENHANCEMENTS

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Appearing for Fellowship from Insurance Institute of India, Mumbai University in Nov’11.

Associateship from Insurance Institute of India, Mumbai University in 2011. Secured 52.84%.

Licentiate from Insurance Institute of India, Mumbai University in 2009. Secured 64.4%.

Diploma in Financial Management from Welingkar College, Mumbai University in 2007. Secured 76.40%.

TRAININGS UNDERGONE

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P@CE – Path to Career Excellence in 2011 (2 days).

o Learned 11 different ways of decision making at managerial level, thinking hats, developing self excellence, time matrix and quadrant 4.

Presentation Skills in 2010 (4 days).

o Self presentation, voice modulation, managing people around US, PPT presentation and presenting presentations with confidence.

Time Management in 2010 (1 day).

o Planning, time log, action oriented, prioritization, procrastination and accountability.

MIS Presentation in 2009 (1 day).

o Skills and variation in presenting MIS and publishing reports.

IT SKILLS

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Conversant with MS Office, Power Director, Photoshop, Installation of Software, Tally 4.5/ 5.4/ 6.3 and other Internet Applications.

PERSONAL DETAILS________________________________________

Current Address : Sai Darshan Building, 3rd Floor, Amboli Naka, Near Veera Desai Road, Andheri

West-400053.

Permanent Address : Mahavir Apartment, 2nd Floor, Room no. 6/B, Near Payal Talkies, Dhamankar Naka,

Bhiwandi – 421302

Date of Birth : 3rd June 1986

Languages Known : English, Hindi, Marathi, Marwadi and Gujarati

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