Bike Riding
HEMANT. B. MOHAPATRA
Insurance Sales Lead
Durga, Nagar, Mumbai
Summary
A responsible, challenging and career enhancing position in the field of customer service & Sales, allowing utilization of my academic inputs & professional experience, in an environment that promotes learning & growth & rewards the performances. Summary of Abilities & Skills: Good inter-personal & communication skills. Ability to identify problem areas and provide suitable solutions. Ability to adapt to fast changing situations. Ability to accept responsibilities can be counted on to get work done. Very organized and meticulous in carrying out professional responsibilities. Abridgement Over 15 years of experience in sales and customer service of various telecom & financial products this includes banking & insurance .
Overview
11
11
years of professional experience
Work History
Senior Manager
Turtlemint Insurance Broker PVT LTD
09.2021 - Current
- Process Handling: Renewal (General Insurance), Span of Control- 50FTE’s
- Reporting to: SVP operations
- Managing 120 crores monthly volume which include Motor & Health Insurance business
- Maintaining high standard persistency for Health 85% & for Motor 65%
- Having good rapport with inter department collaboration in order to drive the business through all the channel
- Keeping good connection with all the insurer company
- Aligned with internal various stakeholders for digital Renewal journey for all insurer
- OPERATIONS
Manager
SBI GENERAL INSURANCE
Mumbai , Maharashtra
08.2020 - 04.2021
- Process Handling: Tele-Sales operation, CLM, Renewal, Direct)
- Span of Control- 100FTE’s
- Reporting to: DVP operations
- Entrepreneur (Running own call center with staff of 20-seater)
Web Sales Manager
Edelweiss Tokio Life Insurance
Mumbai , Maharashtra
12.2018 - 06.2019
- Process Handling: e-commerce Sales.
Zonal Sales Manager
HOME CREDIT INDIA FINANCE LTD
Mumbai , Maharashtra
2016.11 - 2018.11
- Span of Control- 30 RM with 3 TL & 2 Vendors
- Reporting to: Senior Manager
- Taking care of outsourced business at vendor centre including Dialler and parallelly working with digital campaign team in order enhance the lead quality and sales
- Coordinating with ops team for issuance
- Improve call centre operations by monitoring system performance; identify and resolve operational problems; prepare and complete action plans; complete system audits and analyses; install upgrades
- 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
- Manage call centre staffing by recruiting, orienting, training, counselling and mentoring employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Process Handling: Tele sales (west
Asst Manager
08.2010 - 11.2016
- Senior Manager,
- 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
- Team Management, Coaching, Mentoring & Co-ordinating with team members
- Planning, delegating and monitoring the work
- Adhering to SLA’s
- Handling 3rd level of escalation calls
- Attend Quality calibration with Quality team
- Monitoring daily, weekly, fortnightly & Monthly MIS
- 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 having Positive Attitude and Confidence while dealing with team member
- Sharing my experience in HDFC ERGO within the team member in terms of carrier path
- 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 analysing performance data and other information
- Ensuring that capacity and capability are continually planned
- Encouraging, identifying and developing best practice strategy.
Education
S.S.C - undefined
ORISSA STATE BOARD
ITI, STATE BOARD
B.SC - undefined
HIMALAYAN UNIVERSITY
word, ms excel, PowerPoint) - undefined
Skills
AND COMPETENCIESProven ability to lead, motivate and build successful teamsUnderstand all legal, regulatory, information security and compliance requirementsProven influencer & negotiator Achieving targets in a dynamic and complex business environmentTeam leading & people development skillsAble to manage and develop a diverse group of highly skilled peopleA pragmatic approach to getting the required resultsAbility to manage operations within budgetary constraintsInitiatives taken for process & system improvement & working in projectStarted new project called GURUKUL which will make the bridge within training team & operationAuto Transfer of complaint cases to respective team’s basis Product & TeamSMS functionality build in Orion where we can send confirmation SMS to customer after sending any documentsTAT revise in policy cancellation & endorsement processHave arrange for collection of claims doc and explain claim form to customerNPS & ve C-sat drive for customer serviceMail functionality in Orion for urgent action cases (where CSR can drop a mail from orion to respective person/team)Policy wording should be separate for all policyCollecting renewal payment on IVR though conference with customerOPERATIONSCompany: SYNERGY RELATIONSHIP MANAGEMENTProcesses Handled: AXIS BANK PHONE BANKINGDuration: 03-12-2008 to 12-08-2010Designation: Senior ExecutiveReporting to: Asst ManagerJob ResponsibilitiesHandling the Banking Query through the Phone and Giving Proper Resolution to ThemHandling Fraudulent Transaction Query through internet BankingUpdating the Daily MIS Sheet as well as Handling inbounds mails from CustomerSending the mail to the branch regarding banking query and giving the proper TAT to customerCompany: INTELENET GLOBAL SERVICES PVTLTDProcesses Handled: VODAFONE PROCESSDuration: 14-06-2007 to 02-12-2008Reporting to: Team LeaderHandling the customer Escalation call and giving them the Proper query resolutionIdentifying the issues on the floor like call drop cases, system down timeAnd spikes in the call centre, etc and updating the same to the higher authorityMonitoring the performance of the executives on a daily basis for the productivity factorHandling the TRAINED Team Members and giving the proper query resolutions to themCompany: HTMTDuration: 19-09-2006 to 13-06-2007Designation: Customer relationship officerHandling the High Standard CustomersTo Solve the Customers queryGiving the right Resolution to the CustomersCompany: TEAM LEASEProcesses Handled: ICICI LOMBARDDuration: December 2005 to September 2006Designation: Tele sales officerThroughout calling to customer sell health insurance productTaking Daily Sales Meet and Motivating Them to Achieve the TargetAllocating Data and Ensuring Team Targets and Meet WithWas Best TSO and got promoted as a GROUP LEADER
Ready to take challenging role in start up environment
Strategic planning
Staff Management
Business planning
Sales and marketing
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
- Collaborated with team of Number in the development of Project name.
- Supervised team of Number staff members.
- Resolved product issue through consumer testing.
Affiliations
- Project Management Institute
Interests
Current affairs
Global market research
Timeline
Senior Manager
Turtlemint Insurance Broker PVT LTD
09.2021 - Current
Manager
SBI GENERAL INSURANCE
08.2020 - 04.2021
Web Sales Manager
Edelweiss Tokio Life Insurance
12.2018 - 06.2019
Zonal Sales Manager
HOME CREDIT INDIA FINANCE LTD
2016.11 - 2018.11
Asst Manager
08.2010 - 11.2016
S.S.C - undefined
ORISSA STATE BOARD
ITI, STATE BOARD
B.SC - undefined
HIMALAYAN UNIVERSITY