Bhupinder Singh

Coordination with Marketing team on various marketing campaigns for leads projections

Brain storming on leads conversion target

Coordination with IT team on modification in products, Process, Website Journey etc

Call Centre Management, Hiring new associates, facilitating them product training, Billing Management, Service Level agreements, New initiatives etc

Handled Virtual Relationship modal, one of its kind of initiatives in insurance industry.

It’s a blend or Service and Revenue role.

handling 200 associates along with Supervisor team of 14 frontline TL, 2 AM’s

• IDFC Loan
• Project MOS: - Accountability of CL & TW loan collections within M0 Bucket

Handled Virtual Relationship modal, one of its kind of initiatives in insurance industry.

It’s a blend or Service and Revenue role.

handling 200 associates along with Supervisor team of 14 frontline TL, 2 AM’s

• Max Life Insurance
• Project MOS:- Accountability of Renewal Income from existing customer, 13th Month persistency for Axis Bank, Yes Bank, Laxmi Vilash Bank, Customer Advisory Channel & Increment on 1st & 2nd Debit Collection from Auto Debit Portfolio with Conversion of Direct Bill policies into Auto-Debit
• Role & Responsibilities
• Work force management to intact the day to day KPI and service level deliveries
• Collections, Retentions & Risk Tracking of each segment with up/down analysis
• Prepared strong dialer strategy to achieved the targets
• Prepared strong performance strategy to achieved the targets
• High Worth Customer tracking by doing Agent Calling
• Weekly/Monthly Training & Quality review to enhance the process quality & discussion on process initiatives and implementations
• Monthly review with MIS team on process MIS reports wherein changes, modifications and addition has discussed if any
• Portfolio analysis, Customer VOC & Quick kills identifications and implementation to improve the process
• Process activities & Initiatives to enhance the customer service, collection and retention
• Circulate the process dashboard to Internal/external stakeholders includes Input, output matrices and all process activities
• Monthly review presentation has extant to client every month
• Client handling and adhoc requirement
• Supervisors grooming on various aspect
• Process Incentive MIS & Process adhoc Update
• People RNR & Engagement activities to build team bounding & encouragement for performance
• Part of External audits
• Circulate the MOM and maintain the yearly discussion points
• Member of various activities held within aegis
• Close tracking on Billing & RnP closure with client every month
• Process Achievement
• FRYP highest Persistency achieved in

• Mentored and guided employees to foster proper completion of assigned duties.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Cross-trained and provided backup support for organizational leadership.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Implemented new working processes to deliver multiple improvements.
• Assisted with new hire processing and existing training programs.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Coordinated weekly meetings for internal and external groups.

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Led team of Number members while providing exceptional customer service.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.