Pooja Sawant
Kalyan
Summary
Dynamic professional with a proven track record at Tata AIA Life Insurance, excelling in team leadership and operations management. Recognized for enhancing customer satisfaction and driving process improvements, I leverage data analysis to achieve operational excellence. Passionate about fostering high-performing teams and delivering outstanding results in policy issuance and customer service.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Tata AIA Life Insurance Co. Ltd.
03.2025 - Current
- Led a team of 25 officers in policy issuance operations to enhance efficiency.
- Coordinated with medical, underwriting, and DST teams to optimize customer onboarding.
- Managed resolution of pendencies between external call units and internal departments.
- Acted as liaison between outsourced calling unit and internal TALIC Department to resolve issues.
- Drove compliance with First Time Right (FTR) standards to ensure operational excellence.
Deputy Manager
Future Generali India Life Insurance Co. Ltd.
09.2018 - 03.2025
- Managed 15-member email support team, delivering training and motivational sessions.
- Led Net Promoter Score initiatives and root cause analysis of detractor cases.
- Resolved repeat email inquiries, enhancing internal response turnaround times.
- Developed contests to elevate team morale and improve service quality.
- Received Rising Star Certificate for excellence in performance.
- Achieved multiple Monthly Performer awards for outstanding contributions.
- Honored with 'Warriors of Change' award in 2023; promoted to Deputy Manager in 2023.
Senior Executive – Unit Support Manager
Aditya Birla Capital Ltd.
10.2014 - 01.2018
- Managed renewal collections, SHNI outreach, and persistency data tracking to enhance operational efficiency.
- Supervised post-sales issuance and collaborated with operations team to streamline processes.
- Achieved Wow Club Winner for exemplary customer service excellence.
- Recognized as Best Performer of the Year 2016–17 with a Goa Trip reward.
- Received promotion to Senior Executive in 2016 due to outstanding performance.
Tele Sales Consultant
Standard Chartered Finance Ltd.
12.2012 - 08.2014
- Offered credit-based loans, converted dues to EMIs, and cross-sold insurance products.
- Maintained client relationships and coordinated with RSA channel partners.
- Effectively managing client service relationships within my area of responsibility by acting as the focal point of contact with senior client representatives.
- Achievements:
- Consistent top ranker in internal performance contests
Education
B.Com- Banking And Insurance - Banking & Insurance
Mumbai University
01.2012
H.S.C. - Commerce
Mumbai University
01.2009
S.S.C. -
CBSE Board
01.2007
Skills
- Customer service and satisfaction
- Team leadership
- Operations management
- Data analysis
- Policy issuance
- Process improvement
Hobbies and Interests
- Sketching
- Crafting
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of birth: March 20, 1992
- Gender: Female
Timeline
Assistant Manager
Tata AIA Life Insurance Co. Ltd.
03.2025 - Current
Deputy Manager
Future Generali India Life Insurance Co. Ltd.
09.2018 - 03.2025
Senior Executive – Unit Support Manager
Aditya Birla Capital Ltd.
10.2014 - 01.2018
Tele Sales Consultant
Standard Chartered Finance Ltd.
12.2012 - 08.2014
B.Com- Banking And Insurance - Banking & Insurance
Mumbai University
H.S.C. - Commerce
Mumbai University
S.S.C. -
CBSE Board