Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Achievements And Rewards
Skills And Technologies - Technologies
Timeline
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Deepak Kumar Ram

Gurgaon

Summary

Dynamic team leader with a proven track record at ACT FIBERNET, driving customer retention through data-driven strategies and exceptional team motivation. Skilled in MS Excel and fostering collaboration, I consistently enhance customer satisfaction and reduce churn, achieving significant improvements in retention metrics.

Overview

7
7
years of professional experience

Work History

TEAM LEADER | CUSTOMER RETENTION SERVICE

ACT FIBERNET
New Delhi
01.2025 - Current
  • Leading and motivating the team to achieve individual and team goals, fostering a positive and collaborative work environment.
  • Collaborated with cross-functional teams to implement process improvements, resulting in reduced churn and enhanced customer satisfaction.
  • Measuring and improving customer satisfaction, ensuring timely and effective resolution of customer issues.
  • Tracking and analyzing key retention metrics, including churn rate, customer lifetime value, and customer satisfaction scores.
  • Working with sales, marketing, and product teams to ensure a customer-centric approach.
  • Using data insights to inform retention strategies and optimize processes.

MANAGER-RETAIL MARKETING

RISK CARE INSURANCE BROKERS PVT LTD
New Delhi
05.2023 - 01.2025
  • Successfully managed a high volume of Group Health Claims, achieving a consistent track record of efficient and accurate claim processing.
  • Collaborated with cross-functional teams to implement process improvements, resulting in reduced claim processing times and enhanced customer satisfaction.
  • Lead a team of dedicated claims professionals, providing mentorship, training, and guidance to ensure optimal performance and adherence to company standards.
  • Experienced professional in client servicing, insurance upsell, and endorsement with a proven track record of delivering exceptional results. I bring a deep understanding of insurance products, risk assessment, and a strong commitment to client satisfaction.
  • Working with the Retail Marketing Manager - seek out and develop new business opportunities. Receives and resolves member/customer complaints and seeks assistance from management in complaint resolution as necessary.
  • Every month Addition deletion from existing client.

ASSISTANT TEAM LEADER

SANA INSURANCE BROKERS PVT LTD
Gurgaon
07.2019 - 03.2023
  • Working as Assistant team leader in close cooperation with various health, motor & travel insurance companies in the insurance market.
  • Conducting training session, motivating & grooming employees with regards to product training, call script, soft skills, sales & communication.
  • Maintaining call quality based on various quality parameters such as mis-selling, wrong commitment, fatal calls, etc.
  • Liaising with the digital marketing team for lead generation and customer targeting through various social media platforms.
  • Maintaining basic work hygiene including shrinkage, man management, conversion ratio, etc. Responsible for revenue generation & sales for business growth.
  • Maintaining various MIS such as sales reports (weekly, monthly, quarterly & yearly), call reports, agent utilization etc.
  • Responsible for preparing targets & incentive structures for tele-callers on a monthly & quarterly basis. Looking after renewal business.

ASSOCIATE SALES CONSULTANT

POLICY BAZAAR INSURANCE BROKER PVT LTD
Gurgaon
05.2018 - 06.2019
  • Selling various health insurance plans over the call. Achieve monthly sales goals by promoting product benefits and enrolling new clients.
  • Maintaining call quality based on various quality parameters such as mis-selling, wrong commitment, fatal calls, etc.
  • Suggest the product according to customer needs. Comparing with different brands and according to customer needs, we served a good policy for their health.
  • Attended advanced training sessions and conferences to increase productivity.

Education

Bachelor of Commerce (Banking & Insurance) - B.COM

Prayagraj Sam Higginbottom Agriculture University
Prayagraj
06.2018

Intermediate - HSC

Prayagraj National open School
Prayagraj
04.2014

High School - SSC

Prayagraj M.V Convent School
Prayagraj
05.2012

Skills

  • Microsoft Powerpoint
  • MS Excel
  • MS Word
  • MS Outlook
  • Team leadership
  • Customer retention

Personal Information

  • Date of Birth: 11/10/96
  • Nationality: Indian

Languages

  • English
  • Hindi

Achievements And Rewards

  • Star Performer of the quarter July-Sept.
  • Promoted from Senior Advisor to Senior Subject Matter Expert designation in March 2021.
  • Chosen as Best Employee in customer service segment.
  • Best employee in terms of Compliance Handling of the Organization.
  • BQP Exam (Broker Qualified Person)
  • Composite insurance broking exam Qualified.

Skills And Technologies - Technologies

  • Microsoft PowerPoint
  • MS Excel
  • MS Word
  • MS Outlook

Timeline

TEAM LEADER | CUSTOMER RETENTION SERVICE

ACT FIBERNET
01.2025 - Current

MANAGER-RETAIL MARKETING

RISK CARE INSURANCE BROKERS PVT LTD
05.2023 - 01.2025

ASSISTANT TEAM LEADER

SANA INSURANCE BROKERS PVT LTD
07.2019 - 03.2023

ASSOCIATE SALES CONSULTANT

POLICY BAZAAR INSURANCE BROKER PVT LTD
05.2018 - 06.2019

Bachelor of Commerce (Banking & Insurance) - B.COM

Prayagraj Sam Higginbottom Agriculture University

Intermediate - HSC

Prayagraj National open School

High School - SSC

Prayagraj M.V Convent School

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