Khushboo Kharbanda
Client Executive
Delhi
Summary
Experienced Client Executive with 6+ years in client relations, stakeholder management, customer experience, retail operations, and leading contact center teams. Proven track record in policy management, revenue goal achievement, client service, retention, and risk management in commercial and personal line insurance. Skilled in stakeholder management, analytics, workforce management, and KPI scorecard development. Strong leadership abilities, detail-oriented, successful in project migrations and process redesigns.
Overview
12
12
years of professional experience
Work History
Client Executive – Private Clients
AON Australia
Sydney
06.2024 - 03.2025
- Manage client portfolios for the renewal process of the existing client which includes sending pre-renewal declaration, preparing renewal report, maintaining insurance register and account checklist to ensure that both the compliance and client needs are being catered to.
- Manage key stakeholder relationships and enhance the client experience.
- Identify development opportunities for designated portfolio and design appropriate servicing solutions.
- Communicate with clients through emails and inbound and outbound phone calls about the risk changes to their insurance.
- Demonstrate an understanding of key products and coverage in policy wordings and be able to explain these confidently to clients and colleagues.
- Negotiate insurance policy terms with internal and external Underwriting staff. Multiple insurers are being approached to get quotes for the insurance and presented to the client.
- Achieve renewal and new business budget. A revenue budget needs to be met by the segment and individual brokers which is being shared in the quarterly report.
- Manage key stakeholder relationships.
- Enhanced client relationships by identifying their needs and providing tailored solutions.
Service Specialist – Commercial Risk Solutions
AON Australia
Sydney
11.2021 - 05.2024
- Communicate with clients via phone, email and face-to-face meetings to support their insurance needs and drive positive client experience
- Participate in insurance policy pre-renewal, renewal and post-renewal activities including drafting quotations and creating renewal reports
- Provide support to senior brokers regarding client insurance/risk needs. A risk evaluation is done after the client shares the most updated information about the business.
- Prepare, lodge, and invoice insurance policies in an accurate and timely manner.
- Attend client meetings and work on tender processes, client renewals, claims and other insurance broking duties
- Interact with Insurers and external partners to improve client servicing
- Collaborate with Client Executives and Client Managers in revenue enhancement opportunities within a designated portfolio
- Manage key stakeholder relationships
- Enhance the client experience through outstanding customer service during the policy period. Acknowledging all the endorsements, certificates, claims or any other requests promptly to ensure that the cover is in place.
Customer Solutions Specialist - National Covid Hotline (NCH)
Probe Cx
Sydney
07.2020 - 10.2021
- In charge of ensuring customer experiences are positive from inquiry to resolution
- Respond to incoming inquiries about COVID–19-related issues
- Having a consultative conversation with clients resolving their queries, ensuring the best solution has been sought to meet their needs
- Contribute and add value to the customer experience - providing exceptional service with every customer interaction
- Consistently meeting the quality standards of customer service
Retail Assistant
Xtreme Communications
Sydney
02.2019 - 03.2020
- Responsible for retail operations at the Sydney airport shop, which catered to a broad client base.
- Owned responsibility for opening/closing procedures, training new joiners and maintaining the appearance standards.
- Identified and utilized opportunities to upsell products and services to new and existing customers.
- Served as the brand ambassador for the business and a point of escalation, soliciting and resolving client inquiries.
- Worked with the leadership in planning in-store specials, displays and seasonal promotions to maximize store footfall.
- Tracked team’s performance and provided feedback for performance improvement.
Assistant Manager
AIRSEVA (affiliated to Airbnb), India
Gurugram
10.2017 - 09.2018
- Owned accountability for mentoring and upbringing a team of 22 Advisors, which included new hires.
- Responsible for the development and implementation of processes, monitored performance and metrics that align with the strategic customer goals.
- Created operations playbooks and optimization plans with measurable KPIs and timelines and managed their execution.
- Developed and inspired a high-performing team; handled coaching, mentoring, and development of career paths.
- Managed performance with accountability for key metrics including costs, SLAs, AHT, CSAT, NPS, quality and retention.
- Established and effectively managed budget and financial and people resources.
- Analyzed daily, weekly, monthly and historical performance to improve in KPIs and close gaps.
- Introduced new strategies and implemented knowledge transition sessions for new hires during the Nesting Period.
- Led training sessions for offerings from Airbnb, and the team was handpicked for the pilot for the ‘Experiences’ offering.
- Spearheaded process transition initiatives - assessing business requirements, developing process flows.
- Recipient of the Best Team Leader Award for outstanding performance in 1st and 2nd quarter of 2018.
- Designed and led projects aimed at improving the overall quality & CSAT.
- Turned underperforming team, built capacity through training, established a quality checklist and drove improvements.
Assistant Manager
FIS Global Business Solutions, India
Gurugram
01.2015 - 10.2017
- Handled processes for O2 (Telefonica) UK and Vodafone (UK), handling processes including customer care, complaints, sales, upgrades and retentions.
- Led a team of 40+ members, coaching, mentoring and guiding the team to success.
- Provided inputs for process control and ensuring end-to-end complaint resolution.
- Identified opportunities to increase customer value through SLA adherence, customer communication and engagement.
- Drove process improvements to ensure a smooth flow of inquiries and complaints.
- Monitored overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize the customer satisfaction level.
- Approved roster shift planning and over-time planning, managed employee engagement activities for employee motivation.
Team Coach
FIS Global Business Solutions, India
Gurugram
02.2013 - 12.2014
- Led a team of ~25 members and ensured the team meets process SLA (quality, productivity) targets.
- Conducted data analysis and reporting for quality and productivity, including quality evaluation for the team members.
- Bagged several Elite Awards as Executive & Team Coach for delivering quality results with high productivity.
- Best Assistant Manager Award for process enhancement for Project Red Flag and Complaints Chat Forum.
Education
MBA - Master of Business Administration, Specialising International Leadership
Kaplan Business School
Sydney03.2021
Bachelor of Arts - Bachelor of Mass Communication
Jagannath Institute of Management Studies
New Delhi04.2010
References
Elie Youssef
Client Manager – Commercial Risk Solutions
Email: Elie.youssef@aon.com
Mob: +61 419 256 013
Georgia Cragg
Client Executive – Commercial Risk Solutions
Email: Georgia.cragg@aon.com
Mob: +61 420 560 877
Key Strengths & Expertise:
- Client Servicing: Client Retention, Client Service Excellence, Client Engagement, Stakeholder Management
- Insurance & Risk Management: Commercial & Personal Line Insurance, Policy Management, Risk Mitigation
- Business & Operations: Revenue Growth, Budget Achievement, Retail Operations, Contact Centre Leadership, Process Redesign, Project Migration
- Analytics & Leadership: Workforce Management, KPI Scorecard/Dashboard Development, Data Analysis, Team Leadership, Motivation, Self-Motivation, Follow-through
Experience Highlights:
- Over 3 years dedicated to commercial and personal line insurance, demonstrating success in policy management and commitment to client service.
- Proven ability to achieve budgeted revenue targets and drive revenue growth.
- Expertise in client retention initiatives and successful customer relations.
- Extensive experience (approx. 10 years) in customer experience, retail operations, and leading contact center teams.
- Developed and implemented process redesigns, successfully transitioning projects from current-state to future-state.
- Built and motivated high-performing teams, showcasing strong leadership skills.
Additional Qualifications
- Tier 1 of Insurance Broking - Partial diploma of insurance broking FNS51220
Timeline
Client Executive – Private Clients
AON Australia
06.2024 - 03.2025
Service Specialist – Commercial Risk Solutions
AON Australia
11.2021 - 05.2024
Customer Solutions Specialist - National Covid Hotline (NCH)
Probe Cx
07.2020 - 10.2021
Retail Assistant
Xtreme Communications
02.2019 - 03.2020
Assistant Manager
AIRSEVA (affiliated to Airbnb), India
10.2017 - 09.2018
Assistant Manager
FIS Global Business Solutions, India
01.2015 - 10.2017
Team Coach
FIS Global Business Solutions, India
02.2013 - 12.2014
MBA - Master of Business Administration, Specialising International Leadership
Kaplan Business School
Bachelor of Arts - Bachelor of Mass Communication
Jagannath Institute of Management Studies
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