HEMANT MOHAPATRA

Process Handling:

• D-Mart Account Opening (West Zone). Span of Control - 150 FTEs with 3 center Heads.
• Managing 20,000 account openings monthly with an average productivity of 225, with a 25% conversion rate online.
• Mobile App downloads at 90% and funding at 35 %.
• Process Excellency - (By initiating IVR call for NC lead), Call back report automation.

• Process Handling: Renewal (General & Life Insurance), Span of Control - 50 FTEs
• Managing 150 crore monthly volume, which includes Life, Motor, and Health Insurance business, with 89%, 50%, and 85% conversion.
• Implemented productivity benchmarks across all departments to maximize company revenue.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Sales forecasting.
• Analyzed revenue distribution, bank reconciliations, and account analysis documents to execute month-end closing.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Brainstormed and developed sales strategies to achieve short- and long-term sales revenue objectives.
• Identified cost improvement changes and cost savings plans to increase company savings.
• Aligned with internal various stakeholders for digital renewal journey for all insurers (except PSU company).
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Developed proposals and presentations for internal and external audiences.
• Monitored sales team performance and provided constructive feedback.
• Increased profitability and built sales pipeline by leveraging multiple marketing channels and sales techniques.
• Up-sold and cross-sold products effectively, driving sales and increasing revenue.
• Worked closely with other departments to understand the full scope of available offerings and provide top-notch salesmanship to customers.
• Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
• Implemented and developed operational standards, policies, and procedures.
• Developed and implemented strategies to increase organizational effectiveness and efficiency.
• Monitored budgeting, forecasting, planning and reporting activities of the department.
• Oversaw day-to-day operations of the organization including personnel management, program development and implementation.

• Process Handling: Tele-Sales operation, CLM, Renewal, Direct)
• Span of Control- 100FTE's
• Maximized performance by monitoring daily activities and mentoring team members
• Cross-trained existing employees to maximize team agility and performance
• Accomplished multiple tasks within established timeframes
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
• Controlled costs to keep business operating within budget and increase profits
• Planned and budgeted accurately to provide business with resources needed to operate smoothly
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention

• Process Handling: e-commerce Sales
• Exceeded targets by building, directing, and motivating high-performing sales team
• Achieved sales goals and service targets by cultivating and securing new customer relationships
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
• Demonstrated products to show potential customers benefits and advantages and encourage purchases
• Trained sales staff on company procedures and salesmanship
• Taking care of outsourced business at vendor centre including Dialer and parallels working with digital campaign team in order enhance the lead quality and sales
• Coordinating with ops team for issuance
• Monitor and publish daily/weekly/monthly MIS, reports on the contact centre to measure productivity, process efficiencies and effectiveness
• Develop call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
• Lead mystery shopping to benchmark competitions response time and TAT on call backs

• Span of Control- 300 RM with 22 TL & 2 AM
• Reporting to: Senior Manager
• Handling west telesales & inbound setup with 22 Team Leader & 300 operators
• Dealing with financial product (personal loan) with the annual budget of 47000 million
• Identify potential target areas & sales blitz opportunities
• Meet account regional growth targets set by management for the assigned zone
• Help with various projects assigned to the sales team & Support with market research when necessary
• Work hand-in-hand with other department to create and maintain a win-win relationship with them for betterment of the process
• Working with project team in line of improving our processes
• Hired and trained staff including additional staff for larger projects
• Planning for floor monthly contest in terms goody's & reward card & gift Boucher
• Developed telemarketing objectives and strategies
• Prepared scripts based on client specifications
• Updated call center database & Maintained database of expenses and revenues for each campaign
• Tracked shift productivity & Set weekly project goals
• Developed staff mentoring programs to increase productivity and conversions
• Identify business process challenges by analyzing process data and metrics
• Facilitate teams to critically review current processes for effectiveness, quality and simplification
• Develop and implement process solutions to improve operational efficiency
• Develop process workflow and design in compliance with regulatory requirements
• Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement
• Identify risks and issues in business processes and systems
• Identify and analyze business processes to be improved
• Lead a team that will be responsible for process assessments, and process design and redesign

• Handling 50 to 60 team members with 2 ATL & supervising of entire production floor
• Handling Cross sell project with 10 Tele sales officers with 1 TSTL
• Generating Potential lead through inbound center & converting into sales
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
• Supervised day-to-day operations to meet performance, quality and service expectations
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Ensuring 95% SLA's achievement
• Handling 3rd level & MD escalation calls
• To do trend analysis for all the channels
• Weekly and Monthly Review with other department and process managers
• Ensuring the implementation and smooth functional of Operational Activities
• Meet with other department to understand the process gap and break the bearer to make sure smooth functioning
• Providing assistance to teams to improve on their performance
• Regular call audits of team members and giving feedback accordingly
• Generates new and innovative solutions to customer issues or problems by adjusting existing practices
• Actively seeks opportunities to try out new experiences and/or approaches
• Co-coordinating with training team for process simplification
• Giving training to new members and creating a productive work environment all depend on healthy communication
• Always motivated to team member how to achieve their goal smoothly
• Working closely with the Financial Manager, Facilities Manager, IT Manager & HR department
• Creating, managing and analyzing performance data and other information
• Ensuring that capacity and capability are continually planned
• Encouraging, identifying and developing best practice strategy

• Handling the Banking Query through the Phone and Giving Proper Resolution to Them
• Handling Fraudulent Transaction Query through internet Banking
• Updating the Daily MIS Sheet as well as Handling inbounds mails from Customer
• Sending the mail to the branch regarding banking query and giving the proper TAT to customer
• Aligned organizational objectives with company mission to increase business growth and integrate work strategies

• Handling the customer Escalation call and giving them the Proper query resolution
• Identifying the issues on the floor like call drop cases, system down time
• Spikes in the call centre, etc and updating the same to the higher authority
• Monitoring the performance of the executives on a daily basis for the productivity factor
• Handling the TRAINED Team Members and giving the proper query resolutions to them

• Set up appointments with interested customers according to schedule availability
• Made average of 150 outbound and inbound calls per day
• Explained product prices and packages as well as answered questions and addressed concerns of customers
• Developed extensive knowledge of products and services to better assist customers