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Abhishek Kashyap
Renewal And Cross Sell Professional
New Delhi
Summary
23+ years of exhaustive experience of managing customers in Renewals and cross sell in companies like Iffco Tokio General Insurance, Tata Aig General Insurance, Dish TV and Tata Tele services. Experience in setting up & managing Outbound, Inbound call centers for Renewals and Cross sell. Expertise in designing and running different tele marketing campaigns and managing Customer life cycle. Excellent communication skills with exceptional talent for problem solving.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
Work History
Senior Manager – Renewal and Cross sell (Motor & Non Motor product)
IFFCO TOKIO General Insurance Co. Ltd.
Gurgaon
11.2016 - Current
- Currently managing renewal and cross sell portfolio of 1027 Cr annually
- Managed outbound call center for renewal of customers holding Motor (Private car, two wheeler & commercial vehicles) & Non motor products (Health, Fire, Home, and Trade)
- Undertake transitioning of process to new call center, analytics, training, call center audits, regulatory compliance, per seat productivity, attrition, KPI achievement, sales campaign design and ensure profitability of call center operations
- Introduction of cross sell function with renewals
- Achieved new business of 1.25 CR in health policies in ten months with per seat productivity of 2.15 L
- Drive relationship with web aggregators like policy bazaar and other tie ups referred by SBUs
- Executing IT projects related to renewal and health cross sell for online premium payment, testing of applications, renewal notice of Brokers and National tie ups
- Management of Renewal notice creation, dispatch and handling escalated SBU issues
- Driving renewal targets for 48 branches of assigned states having 32 renewal officers
- Collaborating with IT on new projects to drive renewals and maximizing ease of operations to maximize online conversions
- Successfully achieved renewal reminder SMS automation from CRM with payment link to motor & health customers.
Manager – Operations
Digicall Teleservices Pvt. Ltd.
Noida
12.2015 - 11.2016
- Managing diverse outbound portfolios like Iffco Tokio General Insurance, KOOVS.COM and Mercedes Benz
- PAN India spoc for ITGI, driving two wheeler and commercial vehicle renewals from four locations in india (Noida, Pune, Ahmedabad & Bangalore) having 200 seats
- Consistent performance in assigned Key performance Indices (KPI's)
- Managing inbound customer care and introduced outbound pre sales process for KOOVS.COM clocking sales of 1.2 Cr by end of third month
- Achieved 400% ramp up in six months.
Manager – Retention
TATA AIG General Insurance Co. Ltd
New Delhi
09.2010 - 03.2014
- Handled renewal portfolio for North region which includes Motor , home & IPA
- Achieved annual renewal budget of 125 CR
- Supervised transition of outbound calling from in house call center to Genpact in a span of two months
- Managed operation of outbound call center for pan india renewal from Genpact
- Increased renewal percentage by 16% in a span of 3 months post transition
- Manage and drive a team of in house FOS for cheque pickups
- Piloted a project to clear non contactability and effectively reduced NC by 23%
- Developed MIS for all the stakeholders to track and update the performance agent wise to achieve the desired numbers.
Manager – Collections
DISH TV India Ltd.
New Delhi
03.2008 - 09.2010
- Achieved monthly targeted revenue budget of 35 crores from north india
- Member of core team to design and implement e-recharge facility from mobiles
- Design outbound renewal strategies to drive renewal in active , grace and churn buckets
- New tie ups to increase revenue and activation like Billdesk , easy bill and oxigen.
Retention Lead
Reliance Communications Ltd
Gurgaon
09.2006 - 03.2008
- Managed churn bucket for Gurgaon and Faridabad
- Drive retention target of
- Promoted from Sr
- Exec to Deputy Manager in a span of one year
- CEO appreciation for suggesting ways to reduce bills not delivered cases from 12% to 3%.
Customer Service Operations
TATA Teleservices Ltd.
Karnal
10.2004 - 09.2006
- Responsible for effective complaint management for circle
- Reducing complaint per sub %
- Ensure SLA adherence for complaints
- Achieved a national high of 96% for the month of May 06
- Managing outbound and inbound call centers for the circle
- Promoted from complaint resolution - Jalandhar profile to a circle level profile in a span of one year
- Played a key role of establishing Amritsar cluster
- Monitored POI testing of switch in Mohali prior to TTSL launch in a record span of one month.
Sales & Customer Support
SPICE Communications Ltd.
Jalandhar
06.2001 - 10.2004
- Promoted to handle entire operations of company owned showroom in six months
- Distinction of receiving Achiever of the month award in June 2003 to suggest adoption of new software upgration which in turn reduced discrepancy in cash reporting by 95%
- Leader in corporate sales in entire circle
- Awarded best showroom manager for corporate sales and customer retention
- Successfully implemented customer loyalty programs.
Education
MBA - Marketing and I.T - undefined
Apeejay Institute of Management
Jalandhar, Punjab 05.1999 - 05.2001
B.Com - undefined
N.J.S.A College
Kapurthala, Punjab 03.1995 - 05.1998
Skills
English
Personal Information
- Category: General
- Date of Birth: 05/04/78
- Gender: Male
- Marital Status: Married
Interests
Timeline
Senior Manager – Renewal and Cross sell (Motor & Non Motor product)
IFFCO TOKIO General Insurance Co. Ltd.
11.2016 - Current
Manager – Operations
Digicall Teleservices Pvt. Ltd.
12.2015 - 11.2016
Manager – Retention
TATA AIG General Insurance Co. Ltd
09.2010 - 03.2014
Manager – Collections
DISH TV India Ltd.
03.2008 - 09.2010
Retention Lead
Reliance Communications Ltd
09.2006 - 03.2008
Customer Service Operations
TATA Teleservices Ltd.
10.2004 - 09.2006
Sales & Customer Support
SPICE Communications Ltd.
06.2001 - 10.2004
MBA - Marketing and I.T - undefined
Apeejay Institute of Management
05.1999 - 05.2001
B.Com - undefined
N.J.S.A College
03.1995 - 05.1998
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