Reading,Cooking,Traveling
Open To Work
Monica Mund Gupta
Gurgaon
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
5
5
Certificates
26
26
years of professional experience
Work History
Relationship Manager – Account Development (Insurance)
American Express
Gurgaon
02.2019 - Current
- The job entails managing contact center responsible to upsell customized Life & Non-Life insurance plans to PAN India American Express card members.
- Responsible for quality premium sourcing to issuance of the team.
- Maintain quality checks and compliance as per RBI & IRDAI guidelines.
- Collaborate with various insurance partners for seamless processing of cases and ensure maximum issuance, leading to maximum revenue growth for the organization.
- Establish any new insurance partner on board with a seamless execution at the contact center.
- Responsible for getting new recruits trained and certified.
- Managing 75+ contact center for Sales & Post sales for American Express card members.
- Manage small team for taking VoCM for the customers.
- Introduced insurance pitching to premium customers.
Relationship Manager – Digital Acquisition and Training & Quality Assurance
American Express
04.2020 - 07.2023
- The job entails managing large teams in a matrix environment which are responsible for Digital Sales for the credit card business PAN India with focus on new acquisition by pure play digital fulfillments.
- Responsible for cross selling Consumer cards to AE Corporate card members.
- The job revolves around building relationships with diverse groups across functions, including stakeholders to demonstrate collaborative teamwork with the primary objective of enhancing client experience.
- It also involves an eye for detail, creating an environment of control & compliance, formulating innovative ideas & gaining buy-in from senior management leading to continuous improvement of processes & people development.
- Responsible to run seamless quality control and training of new hires in the third-party contact centers.
- Reposition the business from a self-select to an upsell model, thereby driving premium products in acquisition mix, which contributed to revenue for the organization.
- Responsible for billing transactions by the customer to ensure revenue in flow to the organization.
- Lead Customer Engagement & PMLA projects successfully by mentoring and coaching the teams. Ensured the team met all the quality and compliance protocol as per American Express standards during embargo.
- Recognized for achieving 110% of target in C2C process resulting indirect impact on the billing of the individuals.
- Best Sales Achiever Award 2021
- Successfully completed Harvard People Leader & Quick Decision-Making Trainings
- Was Project Manager for “Project- North Star”, Successfully onboarded Middle & Small Corporate Clients for American Express Consumer Cards
Relationship Manager – Corporate Sales
American Express
02.2019 - 04.2020
- Responsible for driving credit card acquisition through corporates located in Pan India locations.
- Ensure tie-up with various corporates to organize road shows in their premises to acquire their employees as American Express consumer credit card members.
- Negotiating with internal teams for lucrative offers to negotiate with Corporates.
- Delivering of brand level BTL communications for fulfilling external and internal customers.
- Collaborating with AE tech, Branding teams for product updation on MYCA, IMH approvals and Emailers creative closure.
- Individually contributed to onboard large market Corporates like Deloitte, Marriott & IBM to drive consumer acquisitions.
Partnerships & Strategic Alliances
Tata Teleservices Limited (Tata Docomo)
02.2010 - 04.2017
- Carried out and nurtured strategic alliance opportunities to create and develop alternate revenue pipeline for Tata Docomo in the devices space.
- Mentored team of 35 team members who contributed toward achieving team targets.
- Managed Alliances with partners including OEMs like Nokia, Samsung, Blackberry, LG, & other Technology companies like Intel, Amazon, Qualcomm.
- Conceptualized and implemented national as well as customized circle specific marketing programs in collaboration with Partners with the intent of driving Data usage, enhancing brand visibility and increasing Width of Distribution for TTSL.
- Defined product/channel marketing strategy, including development of channel marketing activities in accordance with overall business goals and objectives.
- Planned and implemented strategies in line with marketing communication guidelines and policies to achieve the assigned target including financial planning and co-marketing spending.
- Analyzed the client list for growth opportunities; assisted on new sales and marketing prospects.
- Managing marketing propositions and programs to drive an accelerated adoption of mobile internet on Smartphones leading to incremental data customers & increased revenue.
- Formulated and implemented marketing strategies and promotions to increase market penetration and to drive revenue and profitability by maximizing sales.
- Best Partnership Manager Award
- Launched first time ever program in the history of Telecom where Nokia and Tata Docomo agreed to sell mobile connection in Nokia retail stores. This was one of unique channel which was open for Tata Docomo new activations.
National Revenue Enhancement Head
Tata Teleservices Limited (Tata Docomo)
02.2009 - 04.2010
- Entitle for upselling various VAS & U&R services to the customers and ensure sales targets are met by all 23 circles.
- Continuous monitoring to meet Quality Control standards by each circle.
- Formulation of strategies for enhancement of team member’s performance leading to revenue & ROI enhancement for the organization.
- Process Re-engineering and innovate ideas to save costing for organization, at the same time getting fruitful results.
- Led and trained quality projects around improvement of SLAs, accuracy and timely delivery.
- Managed end-to-end operations management activities of target group identification, communication development, consumer base management and business reporting.
- Co-ordinated with technical team for developing different modes of up-selling utility and applications.
- Ensured key elements standards were met at the outlets of the brand and initiated customer communication process.
- Monitoring Customer Life cycle and developing schemes for customer retention.
- Handling Customer Escalations and ensuring timely closure.
- Innovated and implemented a different way to do promotion other than Tele calling set up. I, along with TCS team created a GUI where we were enabled to do promotion at the end of Prepaid recharge alert and Balance alert messages.
- Successfully implemented DND process as per TRAI mandate.
Senior Manager Consumer Banking
ABN AMRO N.V.
06.2006 - 01.2008
- Carried out consumer banking business like CASA, personal loans and fee- based products.
- Managed a sales team of 200 tele calling and 30 FOS team.
- Implemented business development and marketing plans with zero defects in both planning and execution.
- Established best practice standards in product marketing, processes, management of agencies and creative teams to deliver integrated marketing strategies that drove increased sales.
- Received best sales Manager award.
Asst. Manager- Revenue Enhancement
Bharti Airtel
06.2000 - 06.2006
- Coaching and Continuous monitoring to meet Quality Control standards.
- Up selling of various VAS & U&R services to the customers and ensuring sales target achievement.
- Liaison with Marketing team to strategize and execute products and programs to upsell and increase revenue for the organization.
- Formulation of strategies for enhancement of team member’s performance leading to revenue & ROI enhancement for the organization.
- Supervising the contact center staff to achieve business objectives & ensure organization service level agreements.
- Design and implement various incentive schemes for the contact center staff.
- Monitor team satisfaction levels and participate in developing improvement plans.
- Do root clause analysis and develop plans to increase outsource support and enhance customer satisfaction.
- Facilitate data analysis related to revenue calculations for different campaigns.
- To ensure associates are updated on latest changes, processes & policies.
- Implementing process through analysis and focused segment approach thereby, leading to Customer Satisfaction, Retention and Building Loyalty.
- Managed and mentored 3 tele calling agencies consisting of a total of 150 tele-callers.
- Built a strong distribution network to achieve greater market reach and penetration among customers.
Education
PGDBM - Marketing & Sales
IMT Ghaziabad
Graduation - English Literature
Utkal University
BhubaneswarXth to XIIth - undefined
KVRKP
New DelhiSkills
Operations and Delivery
Account Development
Project Management
Customer Experience
Consultative selling
Client Management
Excellent interpersonal & effective communication
Good selling and negotiation skills
Insurance plan upselling
Compliance management
Telemarketing management
Certification
Six Sigma GREEN BELT from Bharti Airtel
Interests
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridSalary Range
₹2500000/yr - ₹4000000/yrTimeline
Relationship Manager – Digital Acquisition and Training & Quality Assurance
American Express
04.2020 - 07.2023
Relationship Manager – Account Development (Insurance)
American Express
02.2019 - Current
Relationship Manager – Corporate Sales
American Express
02.2019 - 04.2020
Partnerships & Strategic Alliances
Tata Teleservices Limited (Tata Docomo)
02.2010 - 04.2017
National Revenue Enhancement Head
Tata Teleservices Limited (Tata Docomo)
02.2009 - 04.2010
Senior Manager Consumer Banking
ABN AMRO N.V.
06.2006 - 01.2008
Asst. Manager- Revenue Enhancement
Bharti Airtel
06.2000 - 06.2006
Graduation - English Literature
Utkal University
Xth to XIIth - undefined
KVRKP
PGDBM - Marketing & Sales
IMT Ghaziabad