Madhurima Das

Projects

• Identified opportunities for process improvements and increased efficiency.
• Strategize and implement key program initiatives that adhere to organizational objectives
• Work cross-functionality to help influence change in getting ideas to execute & helping senior leadership predict and prepare for forthcoming changes in enhancing the process & issue
• Read the various reports to measure & analyze the success & failure of the process for further improvising using appropriate systems, tools, and techniques - Freshdesk, Salesforce, JIRA, Console
• Handled various projects that required complete Customer experience readiness including mapping, anomaly detection, meeting deadlines Training, tracking & improving post-launch metrics, driving CSAT as well
• Coordinate all cross-functional activities, collaborate with leadership in varied areas on planning and execution

PROJECTS

• Reduction in Average Resolution - The avg resolution time dropped from 18 days to 4 days ie overall reduction by 14 days

• Streamlining MIS REPORTS - Helps to track the progress of the ticket resolution time & monitor the volume & trend of different issue/ concern. This resulted in reduction of Ageing report by 79%

• Set up the Freshdesk tool for ticket mechanism- This has helped in Tracking of Reports - Ageing, Volume of tickets raised for different issue No ticket lost Monitor the quality of the responses &resolution time.

• Reduction of Level 2 agents tickets handling- Driven this project to improvise the efficiency of the Level1 agents by enhancing the visibility in the system and revamping the processes so that the tickets are addressed and resolved at the first contact. Reduced Level 2 agents’ tickets from 30% to 10%

• Ace App – The field executives did not have a support team to help them resolve the issues they face while onboarding a merchant partner. - Created a SOP to handle flow of tickets from the Help section of the Ace App to address the queries of the field executive

• Assisted in the development of operational strategies to ensure efficient and productive operations.
• Coordinated with other departments to ensure a smooth flow of operations.
• Ensure complaint resolution and closure of all cases within the TAT set by the company as well as IRDA (regulatory)
• Conducting root cause analysis to reduce repetitive complaints and provide solutions for the same using tools CRM
• Initiated and completed high-quality KYC files inclusive of data input, research, and analysis.
• Identified data anomalies and assisted with root cause analysis to minimize errors
• Daily monitoring of the IRDA website in regard to the complaints being uploaded and monitoring of TAT as per IRDA guideline

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• Responsible for the entire Policy servicing (Client servicing) and processing of AML KYC for the South Zone.

• Processing of all financial (ULIP) transaction for entire South Zone – Fund Switch, Premium Redirection, Regular Premium Holiday and Top Up & Processing EOD Reconciliation for Pan India.

• Coordinated with internal partner to obtain required information and applicable documentation related to KYC production.

• Closure of the Service request raised by branches under POS transaction with 100% accuracy (Ownership change request, ECS, Payment mode change, Name change, Duplicate policy document request, Signature change request etc).

• Quality Check for all the service request raised and closed by branches (address, contact and email id) & National Electronic Fund Transfer check of the Policy servicing transaction with 100% accuracy for the entire South Zone.

• Handling Policy servicing including renewal payments, customer queries, and complaints.

• Scrutiny of New Business Application Forms and underwriting at the branch level

• Handling the claim section of the Guwahati Branch

• Handling Policy servicing including renewal payments, customer queries, and complaints.

• Underwriting of new business at the branch level and handling cash as well.

Keeping track of Walk-ins customers and resolving escalated customers' issues effectively