Nayan Shinde
Assistant Manager/ Team Lead/ Insurance/ Banking/ Customer Service
Navi Mumbai
Summary
Experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
16
16
years of professional experience
24
24
years of post-secondary education
3
3
Languages
Work History
Senior Team Leader
Hexaware BPS
Navi Mumbai
07.2021 - 06.2022
- Handled Clients right from Implementation till Go Live
- Handling Team of 30 Advisor for HDFC LIFE outbound Sales Process along with 2 SME
- Client Management, Dialer Management, Data Management
- Closely Monitoring APR and Quality of Team
- Coordinating with IT for New Development
- Preparing Audit requirement for HDFC process
- Preparing DATA FEEDBACK Report for Campaigns not performing and Actioning it
- Coordinating with clients for attribution of business
- Generating process MIS and monitoring performance to track individual/Team productivity and taking corrective measures to ameliorate performance
- Constantly identifying training needs and providing training on various aspects monitoring Cancellation percentage month on month to ensure campaign profitability for long run
- Closely Monitoring Customer Escalations and finding solutions for same
- After Sale working for issuance of policy with client
- Improved customer satisfaction rating by providing on time delivery
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Team Leader
Hexaware Bps
Mumbai
11.2017 - 07.2021
- Managing team of 15 Insurance expert for Hdfc Life
- Managing day to day activities of team
- Motivating team to achieve organizational goal
- Developing and implementing time line to achieve Target
- Delegating Task to Team Members
- Conduct reviews and handle appraisals of Agents
- Handling inbound Data and Preparing data and Feedback report on Daily Basics
- Rechurning data for better results to achieve Targets
- Involved in several other projects to improvise internal processes
- Held weekly team meetings to inform team members on company news and updates
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Assistant Manager
Cyfuture India Pvt Ltd
Mumbai
08.2017 - 10.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Dealing with back-office work of inbound calls
- Handled 3 Team Leaders and 40 Agents
- Attending reviews and In-house Clients
- Working with clients on new projects implementing crm needs and help to go live
- Handling Facebook queries of Pune municipal corporation
- Discussing Apr report with Team leader and taking controllable action to implement same
- Handled process for BPCL/Pune Municipal corporation and Maharashtra state transport
- (ST Maha Mandal)
- Reviewed sales and gross profit report to assess company efficiency
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Made hiring recommendations to increase company's productivity and profitability with quality workers
- Increased employee performance and job satisfaction to strengthen retention and engagement
Assistant Manager
Andromeda Pvt Ltd
Mumbai
01.2012 - 03.2015
- Handled Team of 100 tele sales executive for TATA AIG with 5 Team Leaders
- For Renewal process of health insurance, welcome calling and Auto Renewal Pan India for tele calling
- Data management and dialer management for effective dialing and conversion on database
- Designing incentive structures for team and also planning daily motivational games to extract peak performance
- Generating process MIS and monitoring performance to track individual/Team productivity and taking corrective measures to ameliorate performance
- Coordination with training and quality team to work on training requirement
- Effective communicator with exceptional good presentation skills & abilities in establishing &cultivating relationships with Customers and Vendors
- Well versed in managing and motivating teams for running successful operations & extensive experience of developing procedures, service standards & operational policies
- Planning targets, monitoring numbers and achievement of overall target.
Team Leader
Andromeda Pvt Ltd
Mumbai
11.2007 - 08.2010
- Managing team of 25 Insurance expert and 2 Team Leaders for Tata Aig
- Generating renewal business for health insurance pan India
- Managing Customer Service Team,
- Managing MIS Report on daily basis
- Delivering things in given TAT time
- Achieving 85 % of Renewal Business Every Month
- Previously which was on 60%
- Motivating team from time to time to generate more business
- Coordinating with higher Management for customer related queries
- Monitoring Talk Time, Idle Time, Wrap Time, Break Time on real time
- Report to higher management
- Allocation of data points Agent wise.
Customer Sales Representative
Andromeda BPO
Mumbai
07.2006 - 11.2007
- Sole responsible from generating end to end sale of credit card
- Promoted as Team Coach within span of 6 month.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings
- Achieved or exceeded company-defined sales quotas
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Contacted potential customers to capitalize on sales opportunities
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
Education
B.COM -
Mumbai University
Mumbai 06.2001 - Current
HSC - Commerce
K.V.M COLLEGE
Mumbai 06.1997 - 03.1998
SSC -
Marol Education Academy High School
Mumbai 06.1995 - 03.1996
Skills
Skillsundefined
Additional Information
- Accomplishments Collaborated with team in the development for the betterment of the team as the project owner
- Supervised team in the absence of the lead.
- Started the career as a sales Advisor.
- Was sole responsible from generating end to end sale for credit card.
- Was promoted as group leader within the span of 6 months. Being a group leader was responsible for grooming the new joiners.
- Training the New joiners for 100 hrs for credit card sales & certify them.
- During the tenure was given the assignment of field coordinator. Being a Coordinator was handling a Team of 7 FEs, & handling the entire field activity for Mumbai region.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Team Leader
Hexaware BPS
07.2021 - 06.2022
Team Leader
Hexaware Bps
11.2017 - 07.2021
Assistant Manager
Cyfuture India Pvt Ltd
08.2017 - 10.2018
Assistant Manager
Andromeda Pvt Ltd
01.2012 - 03.2015
Team Leader
Andromeda Pvt Ltd
11.2007 - 08.2010
Customer Sales Representative
Andromeda BPO
07.2006 - 11.2007
B.COM -
Mumbai University
06.2001 - Current
HSC - Commerce
K.V.M COLLEGE
06.1997 - 03.1998
SSC -
Marol Education Academy High School
06.1995 - 03.1996
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