Ashish Ashok Jagtap
Navi Mumbai
Summary
Personal Summary: Dedicated Insurance Professional, accomplished in Leadership roles including Insurance Sales, Operations and Customer Service with Exceptional Organization, time management and multi- Tasking abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Manager
LivLong Insurance Broking Limited
02.2024 - Current
- Managing VRM (Tele POSP Channel) and Outsourced Contact Center
- Recruitment of New POSP from Open Market and Self References
- Generate Health Insurance Business through New POSP on Boarded
- Focused approach on Fresh and repeat activations
- End to End POSP Management
- Driving New POSP sign up and activations
- Building relationship, support and Management with POSP (from Onboarding to Claims)
Senior Manager
Policy Bazaar Insurance Broking PVT LTD
07.2023 - 02.2024
- Managing Health Insurance Products in Regional Contact Center with 1 Manager, 2 Assistant managers and 6 team Leaders
- Building relationship with team, people development while maintaining discipline within team
- Achieving Team premium, Conversion every month for Both LOB's
- Sharing KPI's on Daily Basis with Respective Managers
- Weekly Reviews with Respective Team Leaders and Managers for Performance Improvement
- Conducting Skip level meetings with Team for process level improvements
- Controlling Shrinkage and Attrition for smooth Operations
- Coordinating with Internal Training and Quality Teams for Business Improvements
- Coordinating with Hiring team for Manpower Planning on Monthly Basis
- Call Calibrations with Internal Quality and Clients for Better Business Productivity
- Analyzing Key reports for the team and ensure corrective measures are taken.
- Analyzing Lead Source Tracker, Abandoned Data, Internal wise Volume report for each queue
Cluster Manager
D2C Insurance Broking PVT LTD
11.2021 - 07.2023
- Responsible for setting up the Contact Center to cater all POS requirements within the Zone.
- End to End POS Management
- Experience in handling team with 40+ executives
- Driving New POS sign up and activations.
- Targeting Inactive POS and activating them through all LOB's (Motor, Health, and Life)
- Controlling Attrition, Unplanned Shrinkage monthly
- Conducting Individual and collective coaching sessions of the team after regular Intervals
- Maintaining Work Environment within the team, outside on the work floor
- Coordination with MIS and getting RM wise achievement reports.
Manager - Sales
SYMBO INDIA INSURANCE BROKING PVT LTD
03.2020 - 11.2021
- Operations, Insurer Engagement &, Handled Team of 15 RM's responsible for selling Insurance products (GI & LI) through
- Online Sales Channel (POSP Channel)
- Weekly Reviews with Respective RM's for Performance Improvement
- Assigning and achieving daily DRR for respective RM's at the Beginning of the shift
- Coordinating with Recruitment teams for Hiring process
- Coordinating with Quality Team for better productivity
- Operations & Insurer Engagement
- Own the onboarding of new Insurance products, from agreement to integration to UAT and then go live (GI and LI Products)
- Post integration coordinate with sales support, tech support, and training with the insurer
- Responsible for all GI & LI related communications
- Managing the Distribution Operations team which is responsible for handling the agency channel payouts.
- Responsible for maintaining Insurer wise Payout and Commission structure and rolling out the same to all stakeholders on timely basis.
- Follow up with Insurers for Commission statements.
- Tracking MIS pertaining to Pending Issuance and Endorsements (GI & LI Products)
- Coordinating with General and Life Insurance Companies for Pre and Post Sales assistance
- Providing Operational support to Business
- Partner & Customer Grievance Management
Assistant Manager
Conneqt Business Solutions LTD, TATA AIG General Insurance Company LTD
07.2019 - 03.2020
- Assigning and achieving daily DRR for respective Queues at the Beginning of the shift
- Achieving Team premium, Conversion every month for Both LOB's
- Weekly Reviews with Respective Team Leaders and Managers for Performance Improvement
- Sharing KPI's on Daily Basis with Respective Managers
- Controlling Shrinkage and Attrition for smooth Operations
- Coordinating with Internal Training and Quality Teams for Business Improvements
- Coordinating with Hiring team for Manpower Planning on Monthly Basis
- Call Calibrations with Internal Quality and Clients for Better Business Productivity
- Coordinating with Clients for Review on Monthly Basis
- Analyzing Key reports for the team and ensure corrective measures are taken.
- Analyzing Lead Source Tracker, Abandoned Data, Internal wise Volume report for each queue
- Analyzing Agent wise disposition and Adherence report and ensure corrective measures are taken.
- Tracking Agent wise Conversion report and ensure corrective measures are taken.
Sales Manager
ICICI LOMBARD GENERAL INSURANCE COMPANY
07.2018 - 06.2019
- Leading the Motor Team with 2 Queues (Maruti and Hyundai Vehicles) with a team of 18 Advisors and 2 Team coaches responsible to Selling Motor Insurance for Respective Queues
- Assigning and achieving daily DRR for respective Queues at the Beginning of the shift
- Achieving Team premium, Conversion and Telematics Attachments every month
- Auditing 3 calls on daily basis and ensure that feedback is shared real time basis to improve on performance and taking acknowledgment from the advisors for the same.
- Weekly Reviews with Respective Managers for Performance Improvement
- Sharing KPI's with every Advisor by 10th of every month
- Sharing Roster Request with the MIS by every Wednesday
- Analyzing Key reports for the team and ensure corrective measures are taken.
- Analyzing OB Lead Source Tracker, Abandoned Data, Internal wise Volume report for each queue
- Analyzing Agent wise disposition and Adherence report and ensure corrective measures are taken.
- Tracking Agent wise Conversion report and ensure corrective measures are taken.
- Tracking Agent wise and Queue wise Telematics attachments.
Assistant Manager
HDFC ERGO GENERAL INSURANCE COMPANY
11.2016 - 07.2018
- Handling Sales Profiles of all General Insurance products through Online channel (Outbound Calling & Chat Process)
- Maintaining daily and monthly productivity of team
- Handling Escalations through Phone calls and emails
- Single SPOC for Health Insurance and other General Insurance products
- Coordination with U/W's for timely processing of medical cases for better customer experience
- Conducting various training sessions for Health Insurance Products and Motor Insurance Product
- Coordinating with Internal Quality Team for conducting quality sessions
- Conducting Refresher trainings for all general Insurance products
- Creating Canned responses for Chat Agents for Better quality responses to customer's
- Analysis on Bottom and Passive Boxes responses for Overall improvement of chat NPS
Online Sales Expert
MEDIMANAGE HEALTH INSURANCE BROKING PVT.LTD
11.2014 - 11.2016
- Working within an Internet savvy environment and respond to Internet-generated sales leads, qualify customers, and set appointments or follow-ups via e-mail or telephone.
- Perform online sales activities to achieve company sales objectives.
- Identify and contact potential customers for business opportunities.
- Schedule daily customer appointments and make product presentations.
- Work independently or in a team to achieve monthly sales quota.
- Provide excellent services and ensure customer satisfaction.
- Respond to customer queries promptly and professionally.
Valuation Specialist
Alti Source Business Solutions Pvt. Ltd
01.2013 - 07.2014
- Working with an KPO for a Mortgage Process responsible for getting property Evaluations in United States of America and US Collection Process
- Job Role
- Responsible for getting Property Valuations from Local Real Estate Agents for properties in USA.
- Broker's Price Opinion (BPO's) (Exterior Drive By)
- Comparative Market Analysis (CMA Full Appraisals)
Customer Service Executive
3 Global Services
03.2010 - 12.2012
- Collaborated with a captive process in the telecom industry for 3 Network UK.
- Managed post-sales inquiries for customers on 3 Network in UK.
- Ensured adherence to organizational service levels by delivering first call resolutions.
- Resolved technical issues and addressed billing concerns.
Senior Customer Service Executive
Intelenet Global Services
12.2007 - 03.2010
- Working for TRANSUNION. One of Leading Credit Report Agency.
- Was Responsible for handling Customer queries regarding their credit report disputes and credit scores.
- Responsible for maintaining the Service levels of the project by giving first call resolutions.
Senior Customer Service Representative
Zenta Technologies, CHASE CREDIT CARDS
05.2005 - 01.2007
- Responsible for selling CHASE PAYMENT PROTECTOR PLANS for existing CHASE CARD HOLDERS
- Calling Existing Customers of CHASE and Explaining the payment protector plans
- Responsible for achieving Sales Target on Daily and Monthly basis.
Education
Bachelor of Computer Science - Computer Science
Alagappa University
Karaikudi, TN01.2012
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Organizational improvement
- Teamwork and collaboration
- Team leadership
- Process improvement
- Problem-solving
- Training and development
- Team development
- Decision-making
- Multitasking
- Employee coaching and mentoring
- Performance reviewing
- Interpersonal relations
- Customer service
- Hiring and training
- MS office
- Lead generation
Languages
English: C2 Proficient
Marathi: C2 Proficient
Hindi: C2 Proficient
Accomplishments
- Awarded as Best Emerging Perfomer for VRM productivity and Partner Servicing
- Recognised by ICICI Lombard General Insurance Company for Highest Premium Collection in DJFM
- Awarded as Best Health Insurance advisor for Consecutive 3 Months in JFM
Certification
Certified and registered Corporate Agent
Timeline
Senior Manager
LivLong Insurance Broking Limited
02.2024 - Current
Senior Manager
Policy Bazaar Insurance Broking PVT LTD
07.2023 - 02.2024
Cluster Manager
D2C Insurance Broking PVT LTD
11.2021 - 07.2023
Manager - Sales
SYMBO INDIA INSURANCE BROKING PVT LTD
03.2020 - 11.2021
Assistant Manager
Conneqt Business Solutions LTD, TATA AIG General Insurance Company LTD
07.2019 - 03.2020
Sales Manager
ICICI LOMBARD GENERAL INSURANCE COMPANY
07.2018 - 06.2019
Assistant Manager
HDFC ERGO GENERAL INSURANCE COMPANY
11.2016 - 07.2018
Online Sales Expert
MEDIMANAGE HEALTH INSURANCE BROKING PVT.LTD
11.2014 - 11.2016
Valuation Specialist
Alti Source Business Solutions Pvt. Ltd
01.2013 - 07.2014
Customer Service Executive
3 Global Services
03.2010 - 12.2012
Senior Customer Service Executive
Intelenet Global Services
12.2007 - 03.2010
Senior Customer Service Representative
Zenta Technologies, CHASE CREDIT CARDS
05.2005 - 01.2007
Bachelor of Computer Science - Computer Science
Alagappa University
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