ALKA SAMDOLIKAR
Renewal Retention And Customer Experience Manager
Goregaon West
Summary
Results-oriented professional with over 18 years of experience in Customer Experience, Operations management, Process management, Renewal Retention, Quality Management, SLA management, and Client interaction and Retention.
Overview
20
20
years of professional experience
4
4
Languages
Work History
Renewal Retention / Claims Support / Service and Grievance Management / PIVC / Call Quality / Policy Issuance Support
Livlong Insurance Broker (IIFL)
07.2023 - Current
- Managing multiple portfolios with Livlong Insurance Brokers, to ensure seamless and effective client management
- Renewal retention growth from 30% to 50% in current FY
- Also, improved claims settlement % from 60% to 70% with primary Insurers
Sales Development and Planning Manager
Aditya Birla Health Insurance
12.2022 - 07.2023
- Planning and executing sales development for New product requirement or process enhancement / amendments
- Relationship Management with Channel (HDFC Bank - TPP)
- IT Developments and UATs / production testing
Operations Management
Livlong Insurance Broker (IIFL)
06.2021 - 12.2022
- Service, Claims support, Customer escalations and Grievance redressal
- Sales force Management - Managing Outbound sales team for Online leads conversion
- POS process Management - POS Quality Management
- Corporate service Management - Service, Endorsements and Claim support
Business manager
Addis Marketing
10.2020 - 05.2021
- Company Overview: Multicar Showroom for New cars and Used Cars
- Used car procurement and sales - Sales Management, Online Query Management
- Training and Quality manager - Training and Quality Management of Used car team for sales pitch, client interaction and closing the deal
- Multicar Showroom for New cars and Used Cars
Grievance redressal Manager
HDFCERGO GIC Ltd
05.2019 - 09.2019
- Continued upward and onward growth with HDFCERGO enabled me to explore Customer experience and Management from 360⁰ and helped me excel all the skills and utilise the same for betterment of process and customers
- Project management and grievance exceled the competence of innovative thinking and inter departmental collaboration
- Quality coaching enhanced leadership and patience while, team management in call center and email operations nurtured the skills like patience, quick learning and people management
Sr. Customer Service Executive + Team Mentor
Jeevansathi.com
01.2006 - 01.2009
- Company Overview: A division of Info Edge India Ltd
- Sales team handling for online lead conversions and collections
- A division of Info Edge India Ltd
Customer Service Executive
Kankei Relationship & Marketing Pvt Ltd
12.2004 - 01.2006
- Lead conversions
Education
B.Sc. - Chemistry
Personal Information
Date of Birth: 11/08/84
Timeline
Renewal Retention / Claims Support / Service and Grievance Management / PIVC / Call Quality / Policy Issuance Support
Livlong Insurance Broker (IIFL)
07.2023 - Current
Sales Development and Planning Manager
Aditya Birla Health Insurance
12.2022 - 07.2023
Operations Management
Livlong Insurance Broker (IIFL)
06.2021 - 12.2022
Business manager
Addis Marketing
10.2020 - 05.2021
Grievance redressal Manager
HDFCERGO GIC Ltd
05.2019 - 09.2019
Sr. Customer Service Executive + Team Mentor
Jeevansathi.com
01.2006 - 01.2009
Customer Service Executive
Kankei Relationship & Marketing Pvt Ltd
12.2004 - 01.2006
B.Sc. - Chemistry
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