PANKAJ BHATTACHARJEE
New Delhi
Overview
18
18
years of professional experience
Work History
Assistant Manager - Health Renewals (Dubai Process)
Policy Bazaar
New Delhi
01.2025 - 02.2026
- Negotiated renewal terms with insurance providers to manage premium increases and enhance client retention strategies.
- Managed end-to-end renewal of UAE health insurance policies, ensuring timely execution and zero policy lapses.
- Coordinated corporate and individual health policy renewals with insurers, brokers, and internal stakeholders to ensure seamless execution.
- Analyzed claims experience, loss ratios, and utilization reports to support renewal pricing and benefit optimization.
- Ensured full compliance with DHA / UAE health insurance regulations, policy wordings, and mandatory benefit requirements.
- Acted as the primary client point of contact for renewal discussions, addressing coverage, network, and pricing queries.
- Collaborated with sales and operations teams to streamline renewal processes and elevate customer satisfaction levels.
Associate Manager Inside Sales
Medvarsity Online Limited
Hyderabad
01.2024 - 01.2025
- Managed inside sales team of 32 ISMs to achieve sales objectives.
- Led the inside sales team, provided guidance and coaching to improve performance.
- Develop and implement effective sales strategies to drive revenue growth.
- Monitor and manage the sales pipeline, ensuring timely follow-up and closure of leads.
- Implement sales processes and CRM tools to track customer interactions and sales progress.
- Collaborate with marketing, product development, and customer service teams to align sales strategies with overall business objectives.
- Sold courses to MD/MBBS and other healthcare professionals, contributing to overall sales targets.
Asst. Sales Manager-Telesales -Voice/Chat
Lenskart Solutions Pvt. Ltd.
Gurgaon
04.2018 - 12.2023
- Handling Contact Centre Operations for Telesales Vertical (Voice/ Chat)
- Drove revenue sales for entire vertical through strategic initiatives, enhancing overall performance.
- Managed KPIs including revenue generation, conversion percentage, chat quality, resolution turnaround time, abandonment rate, attrition, and shrinkage, ensuring alignment with business objectives.
- Led team of 100+ advisors which includes 6 Team Leaders and 4 Subject Matter Experts.
- Formulated incentive plan and tailored processes that increased sales and productivity while maintaining quality and compliance standards.
- Motivate & engage the sales team with monetary & non-monetary motivational tactics, such as sales contests, lucrative incentive plans, prizes & public recognition.
- Creation of process SOPs, analyzing and improving agents' and team's efficiency.
- Improved the training module by identifying opportunities.
- Creating onboarding training template, refresher pieces of training, on the job training, coaching programs for new joiners, performance monitoring for new joiners.
- Work with a vendor to create a consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc.
- Bringing in changes that help in upsizing business.
- Working closely with the quality team to improve the support assistance which helps to improve customer experience.
- Formulated and published all required management information systems, reports, and trackers for tele-calling process performance.
- Presented process performance updates to senior management regularly.
Team Leader - Tele Sales Process
Lenskart Solutions Pvt. Ltd.
Faridabad
04.2015 - 03.2018
- Led Tele-Sales team of 20-28 members, fostering a collaborative environment throughout tenure.
- Managed individual and team performance scores, enhancing agents' capabilities to consistently exceed KRAs.
- Managed KPIs such as revenue generation, conversion rate, chat quality, resolution TAT, abandonment rate, attrition, and shrinkage.
- Managed KPIs such as team target achievement, conversion rate, call/chat quality, and staffing percentage.
- Devising and implementing action plans at agent and team level to ensure improvement on various SLAS.
- Analyzed data to measure key metrics of individual performance, presenting insights to senior management bi-weekly.
- Prepare weekly rosters for team members' basis on past trends and future forecast in terms of volume of work.
Shift Supervisor - Tele Sales
Lenskart Solutions Pvt. Ltd.
Faridabad
10.2013 - 03.2015
- Providing real-time support to agents, assisting in closing queries and achieving customer satisfaction.
- Identified coaching opportunities to improve support knowledge of team members.
- Assisted agents on the floor during Team Leader's absence.
- Shared consistent feedback to foster improvement in team performance.
- Guided new joiners through on-the-job training process.
- Trained new employees while assigning daily tasks and responsibilities to ensure smooth workflow.
First Impression Officer-Tele Sales
Lenskart Solutions Pvt. Ltd.
New Delhi
12.2011 - 09.2013
- Addressed and managed customer escalations, enhancing customer satisfaction.
- Assisted customers in ordering spectacles, sunglasses, and contact lenses online, streamlining their purchasing experience.
- Responded to customer inquiries over the phone, ensuring timely resolution of concerns.
Senior Customer Care Executive
¡Energizer Pvt. Ltd
Noida
04.2009 - 12.2011
- Handled escalated customer cases through chat, facilitating swift resolutions and enhancing customer satisfaction.
- Resolved customer queries through online chat support, ensuring timely and accurate responses.
- Guided customers in placing online orders for cosmetics, gym, and domestic products tailored to their needs.
Auditor
Vodafone Essar Spacetel Ltd.
Shillong
07.2008 - 02.2009
- Audited 120 connection forms daily to ensure accuracy.
- Cross-checked forms for accuracy prior to approval, reducing errors in processing.
- Audited customer connection forms to ensure compliance with standards.
- Maintained accurate data records for connection forms.
Education
B.A. - sociology Hons
Umshyrpi College
Shillong, Meghalaya01-2008
12th -
St. Edmunds College
Shillong, Meghalaya03-2004
10th -
Dr. Radha Krishnan Boy's Secondly School
Shillong, Meghalaya01-2002
Skills
- Client relationship management
- Client Retention Strategies
- CRM management
- Revenue growth strategies
- Strong decision-maker
- Problem-solving
- Time management
- Team Collaboration
- Cross-cultural collaboration
- Communication skills
- Dynamic and Fast Learner
Accomplishments
- Honored with the Best Team Leader Award, Lenskart Solutions Pvt. Ltd. for exemplary leadership in Customer Support Chat, 01/08/2016.
- Recognized for exceptional performance as a Senior Sales Executive, iEnergizer, with a prestigious performance award.
- Received multiple 'Rockstar of the Month' (RNR) awards, Lenskart Solutions Pvt. Ltd. for outstanding contributions in roles including First Impression Officer, SME Chat Sales, and Shift Supervisor.
- Commended, Mr. Peyush Bansal, CEO of Lenskart Solutions Pvt. Ltd., for unwavering dedication, discipline, and hard work during the first COVID-19 lockdown.
- Achieved the 'RNR for Best Performance as Assistant Manager, Lenskart Solutions Pvt. Ltd., consistently exceeding expectations and driving impactful results.
Languages
- English
- Bengali
- Hindi, Advanced (C1)
- English, Bilingual or Proficient (C2)
- Bengali, Intermediate (B1)
Timeline
Assistant Manager - Health Renewals (Dubai Process)
Policy Bazaar
01.2025 - 02.2026
Associate Manager Inside Sales
Medvarsity Online Limited
01.2024 - 01.2025
Asst. Sales Manager-Telesales -Voice/Chat
Lenskart Solutions Pvt. Ltd.
04.2018 - 12.2023
Team Leader - Tele Sales Process
Lenskart Solutions Pvt. Ltd.
04.2015 - 03.2018
Shift Supervisor - Tele Sales
Lenskart Solutions Pvt. Ltd.
10.2013 - 03.2015
First Impression Officer-Tele Sales
Lenskart Solutions Pvt. Ltd.
12.2011 - 09.2013
Senior Customer Care Executive
¡Energizer Pvt. Ltd
04.2009 - 12.2011
Auditor
Vodafone Essar Spacetel Ltd.
07.2008 - 02.2009
B.A. - sociology Hons
Umshyrpi College
12th -
St. Edmunds College
10th -
Dr. Radha Krishnan Boy's Secondly School