D G Srinivasa Rao
Banking and Insurance
PINAPALLA
Summary
A competent professional with 15 years of cross cultural experience in the areas of overall Customer Service and field ops, Admin Insurance and Banking Operations with cross selling
- Proficient in handling a wide spectrum of Customer Service, Insurance Operations, documentation process, office administration.
- Good Customer Service management like (Customer retention, Lead generation, Policy Service).
- Monthly Branch governance
- Successfully facing all organizations Audits (ISO, Branch Governance & Surprise audits) since last 15 years without any findings.
- Sales Support
- Co Ordinate with all departments for smooth processing & daily operations like (HR, finance,Corporate, IT, Underwriting, Claims, NB, Policy servicing & Sales Support).
- Lobby Management Process.
- Cash Management.
- An excellent communication with good interpersonal skills and Co-coordinating with All team at HO on regular basis.
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Overview
11
11
years of professional experience
Work History
Customer Service & Teller
ICICIPRU LIFE
9 2007 - 6 2012
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Customer Service Executive
RELIANCE LIFE
08.2012 - 05.2013
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Operation Team Leader
HDFC life insurance(formley known Exide life insurance)
05.2013 - 07.2022
- All customer service, retention’s monitoring, Policy servicing managing on daily basis
- Effective Policy servicing & Procedures daily monitoring and tracking call logs, email tickets etc
- Service desk management, asset management, cash management, Sales Support, NB Quality checking, Branch visits & Auditing
- Collected 100% customer profile for MPS monthly qualified
- Entering the New policy details in Life-Asia, software used by Exide life built by IBM Mainframe AS400 and keeping track of the data Medical Letter Generation & Updating Pending Requirements in work flow through Dot Sphere Software Handling the customer related issues pertaining to Premium over dues to avoid lapsation of policy's Tracking Schedules and sending all the processed files to CUW/DOPS at the end of the day Managing policy servicing with coordination of dispatch department Responsible for Petty cash Maintenance
- Developed comprehensive metrics for monitoring team performance, leading to increased accountability and success rates.
- Led a high-performing team to achieve company objectives through effective communication and mentorship.
- Implemented process improvements that resulted in reduced errors, faster turnaround times, and enhanced overall service levels.
- Established best practices within the department that contributed towards greater consistency in achieving desired outcomes on an ongoing basis.
Assistant Manager
CSB Bank
07.2022 - 01.2024
- Ensuring compliance to banking guidelines, quality framework and audit requirements.
- New customer acquisition along with on boarding.
- Delivering of high standards of customer service and relationship management with clients
- Handling Sr Citizen desk and mobilizing CASA balances and Deposits.
- Facilitating cross-sell of savings and investment products to clients to meet branch objectives
- Generating Revenue from all the Products.(CASA,FD,GL,Third Party Insurance Business)
- Scrutinizing all the Loan applications as per the process and closely monitoring Credit process after disbursal of loan.
- Demonstrated ability to foster an outstanding customer experience and building long-term relationships with clients.
- Ensure compliance with KYC, AML, audit and other regulations in all branch banking operations.
- Ensure to follow-up with NPA accounts and monitoring all the loan accounts on regular basis.
- One point of contact to provide End to end service on all digital products of the bank at Branch level
Education
Bachelor of Mathematics -
SKVT Degree College
Rajahmundry 05.2001 -
Skills
Customer Service
Insurance Operations
Documentation Process
Office Administration
Customer Retention
Lead Generation
Policy Service
Branch Governance
Sales Support
Lobby Management Process
Cash Management
Communication
Interpersonal Skills
Coordinating
Banking regulations knowledge
Cash handling expertise
Cross-Selling Products
Accomplishments
- Best Employee award in Exide Life Insurance 2015
- Wall of the prem award for Leadership in Exide Life Insurance 2016
- The Company Great prestigious award champion of the champion in Exide Life Insurance 2019 and 2020 for cross selling
- Qualified international trip Switzerland and Local all contests in CSB Bank July-2022 to March-2023 for Insurance Business
Personal Information
Date of Birth: 07/10/78
Permanent Address:
S/o.Suryanarayana,
Door No 2-122
PINAPALLA
Alamuru Mandalam 533232
Languages
English, Telugu
Timeline
Assistant Manager
CSB Bank
07.2022 - 01.2024
Customer Service Operation Team Leader
HDFC life insurance(formley known Exide life insurance)
05.2013 - 07.2022
Customer Service Executive
RELIANCE LIFE
08.2012 - 05.2013
Bachelor of Mathematics -
SKVT Degree College
05.2001 -
Customer Service & Teller
ICICIPRU LIFE
9 2007 - 6 2012