Jyoti Chandel
Manager - Customer Service
Kharar
Summary
Seeking challenging assignments in the domain of operations. A hard working and sincere professional with 10 years of experience in the domain of OPERATIONS in Banking, General & life Insurance.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
21
21
years of professional experience
3
3
Languages
Work History
Manager - Customer Service
Generali Central Life Insurance Company
11.2019 - Current
- Nov 2019 – Joined as Branch Operations Executive – handled new business login and other branch-related activities, along with admin work
- Sep 2021 - Was part of the Quality Team for the Email process of the team on 15, doing quality checks and sharing feedback along with the Training plan for improvement.
- March 2022 – handled Email process pan India team of 15, handled team queries, process improvement plans, shared daily assignments follow-up, and resolved queries by coordinating with other process owners
- June 2023 – being part of a new project – NLP, which includes automation of email process – auto assignment/ auto service request login /auto response etc., and new system development – OASIS – in which email management & Grievance, in which had a responsibility of creating Business requirement document & have done UAT for all the scenarios of both email & Grievance process – Coordination with the developers and management for the requirements and sharing progress feedback, connecting with legal & compliance team for all the approvals related to response templates
- March 2024 – along with the project, handled the Quality team for the Email & Inbound process - streamlined the process of Quality and training process of both the processes, introduced weekly Audits, Weekly calibration with Senior Management of Calls & email, Monthly training on Process & Product with the help of L&D Team, Product & Knowledge test for the Team on monthly basis on the training conducted on the month
- August 2025 - Governance of the Customer Service team and Quality of Welcome Calling.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Executive
Allengers Medical System Ltd
07.2018 - 01.2019
- Designation: Executive
- Department: Sales Supports
- To follow prospects from lost business report and forward the critical feedback to Management and Regenerate business if possible.
- Follow on New Installation cases and share the feedback with concerned department do the follow up for early addressal.
- Feedback from clients where service call is attended by service franchisee and share the critical feedback with the Zonal Service heads.
- SECONDARY RESPONSIBILITY
- Randomly handling toll free/ Google calls in support to other Staff.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Sr. Executive
Mahindra Holidays & Resorts India Ltd.
12.2014 - 04.2015
- Designation: Sr. Executive
- Department: Member Relations
- Handling Members queries regarding holidays booking.
- Processing requests for Contact, Address, membership Cards, holiday vouchers & nominations updates.
- Reverting online queries & complaints of members regarding holidays.
- Guiding members for holiday booking
- Arranging Camps for members for resolving their requests & queries at different locations Processing & login of new membership forms.
Assistant Manager in RPC (Regional Processing Center)
ICICI Bank Ltd.
10.2012 - 08.2013
- Designation: Assistant Manager in RPC (Regional Processing Center)
- Department: Clearing
- Responsible of verification of Inward and outward clearing.
- Responsible for update & maintenance of data for audit inspections.
- Handling CMS (Cash management System).
- Verifications of Cheques and data entries made by makers.
- Handling queries raised from CMS clients and branches of tri-city regarding cheques clearing status and CTS.
- Coordinating with central team for any new addition in profound software.
- Raising service request for all requirements for clearing or follow up that to be modify.
- Verification of Salary & Transactions of transfer cheques.
Senior Executive
Future Generali India Life Insurance Co. Ltd.
03.2008 - 09.2012
- Department: Branch Operations
- Designation: Senior Executive
- New Business - Doing application scrutiny, Co-ordinate with sales to resolve pending, Training Advisors in Application Form Filling, Underwriting Guidelines & Operation Updates. Agency Licensing - Maintenance & Requisitions of Channel ops related documents i.e. Agency, Application forms.
- Relationship Management - Coordination with the Training Team & HO COPS by facilitating the training for all the candidates, Coordination with HO for Licensing/Commission cheque/Promotion of advisor, Coordination with HO COPS for Licensing code generation issues, Communication of the License and code to the Branch Sales Force, Dispatching the commission cheque / statements to all the advisors as per the defined guidelines, Handling the queries pertaining to promotion of Advisors, Facilitating opening of Bank Accounts for Agents.
- Branch Sales Support - Query Handling and support for branch sales force, Disbursement & tracking of commission cheques to the Branch sales force, Ensuring that Clients/ Advisors/ Sales staff are properly guided about the complete requirements for all the processes/documentation & service requests, Ensuring all work is completed as per TAT’s if specified or else in reasonable time, Escalation of unresolved issues to immediate manager or corresponding Managers.
- MIS and Reporting - Efficient Document Tracking in the branch by maintaining proper MIS and records with regard to Licensing, Efficient Data Maintenance and Exam MIS for the respective branch. Also compiling MIS of 8 Branches for ZBM & RM on daily basis
Executive
Adecco - Out sourced For -TATA AIG General Insurance General Ins. Company Ltd.
02.2006 - 02.2008
- Department: Agency Operations
- Designation: Executive
- Preparing records and maintaining files of the Agents for opening of Direct Codes and Webpos ID. Communicating & coordinating with corporate office for all queries raised by agency. Preparing of Bills for ICOWS after cross checking with Submission and Prodcom. Providing Quotations to agents and clients.
Customer Care Executive
M/S Orion Dialog Pvt. Ltd
12.2004 - 01.2006
- Worked as Customer Care Executive in M/S Orion Dialog Pvt. Ltd.
Education
MBA - HR and Personal Management
IIMM
Pune01.2007
Bachelor of Arts - History
Punjab University
Chandigarh, India01.2003
Skills
Collaborative team management
Additional Information
Have learned Digital Marketing
Interests
Reading, Painting, learning New Technologies
Personal Dossier
- Date of Birth: 27th Dec 1982
- Nationality: Indian
- Marital Status: Married
- Place: Mohali Jyoti Chandel
Timeline
Manager - Customer Service
Generali Central Life Insurance Company
11.2019 - Current
Executive
Allengers Medical System Ltd
07.2018 - 01.2019
Sr. Executive
Mahindra Holidays & Resorts India Ltd.
12.2014 - 04.2015
Assistant Manager in RPC (Regional Processing Center)
ICICI Bank Ltd.
10.2012 - 08.2013
Senior Executive
Future Generali India Life Insurance Co. Ltd.
03.2008 - 09.2012
Executive
Adecco - Out sourced For -TATA AIG General Insurance General Ins. Company Ltd.
02.2006 - 02.2008
Customer Care Executive
M/S Orion Dialog Pvt. Ltd
12.2004 - 01.2006
MBA - HR and Personal Management
IIMM
Bachelor of Arts - History
Punjab University