Prashant Shetty

· Responsible to Cross sell retail insurance products like Health, Motor, Home etc to existing Bajaj Allianz group customers through outsourced call center partners

· Integrate with e-commerce/digital platforms to generate relevant motor, health insurance leads

· Work closely with analytics team to define look alike audience, next best products & personalized campaigns basis age, income, product holdings, gender, etc

· Design special campaigns for profitable make/models, cities for motor insurance and relevant plans and age demographics for health insurance products

· Design and review sales training modules, calling scripts, calling SOP, Quality evaluation parameters on periodic basis

· Explore and implement tech solutions like True Caller, Mobile PRI, etc to improve call connectivity

· Review partner performance on weekly/Monthly and Quarterly basis

· Ensure partners adhere to define SOPs around hiring, data management, customer information privacy, calling scripts, call audits etc.

· Take timely corrective actions basis P&L analysis around Expense ratio and per person productivity

Achievement: Awarded First Prize under 'Health Nahi tho Kuch Nahi Campaign' for selling highest average number of retail Health Policies in the company.

· Responsible to drive top of the funnel traffic via performance marketing channels, Above the line (TV, Radio, OOH) campaigns, defining sales flow for direct as well as partner customers, conversion and cost of acquisition optimization, pre-payment product bundling and Cross sell

· Successfully partnered with few of the prominent insurance affiliates like Go bear, Money smart, Value penguin, Sing saver, Comfort Delgro, Insurance Guru and Insure Guru. Also partnered with some of the popular e-commerce players like Lazada, Shopback, Cuponation, Hardware Zone and Picodi

· Successfully on-boarded some of the key Ecosystem partners like Tru Trip, Ryde, Carousel, AXS, Surer and iFast, by offering bespoke products across general and life insurance products. Responsible for commercials negotiations, product design, sales flow/customer journey, IT integration, project management ,pre and post sales processes, payment reconciliation, etc

. Email marketing. Partnered with few of the external database management partners like, egnetic, expat fairs, share investors and expat living.

· Sales campaign management. Design and execute sales campaign (Monthly Hero theme based, tactical, flash sales, quota based, lucky draws and personalized) sales campaigns.

· Plan & execute monthly cross sell campaigns to capitalize on existing customer base with marketing consent. Personalized and Segmented cross sell marketing basis (age, gender, purchase behavior etc)

· Worksite marketing. Initiate exclusive sales campaigns for our existing employee benefit corporate clients and promote our retail insurance products.

· Responsible for achieving renewal ratio KPI. This includes defining renewal invite schedule, promotions, and design special renewal campaigns basis profitable customer segment, customer product holdings, competition offerings etc.

· Responsible for performance marketing media plan (budget allocation, campaign planning, performance optimization, monitoring key words performance, etc)

· Responsible for manpower planning, recruitment, and driving sales through contact centre sales team.

· Define sales processes in the contact center and ensure CRM and website integration.

· Responsible to review customer feedbacks and make continuous changes in the customer sales journey and sales processes.

· Define sales and marketing requirement from sales processes, integrations, reporting and business source tracking perspective before launch of every new product

Key Achievements-

· Achieved premium (across new business, renewals and cross sell), expense and CPA targets for 5 consecutive years

· Ensured FWD Insurance ranks in top 3 positions across general and life insurance products top key word search consecutively for last 5 years.

• Successfully on boarded 5 Ecosystem partners, 8 Affiliate partners, 5 e-commerce partners and 4 database marketing partners, through API/Non-API integrations.
• Integration of website leads and campaigns with the contact centre to drive higher conversions
• Source tracking of every policy at a visit, quote, policy sale, claims and renewal cycle

· Led and played vital role in launching company’s key sales projects like refer-a-friend, promo code module, renewal communication personalization, which included defining sales requirements, testing and launch.

· Enhanced promo code module to have time, quota and personalized sales campaigns. This functionality empowers sales team to launch time & quota based promos, something very similar to e-commerce platform campaigns. These campaigns helps create urgency, improves, conversions and considering it’s for limited period it helps reduce campaign cost as well.

· Played vital role in migrating contact centre solution from Avaya to Cloud based solution (AWS).

· Played vital role in on-boarding marketing automation tool by sharing business requirement from e-mail and sms campaign perspective. This includes filtering of existing customer profile basis their demographic details, products purchased, source of business, claims experience and personalization basis factors like car make model, NCB, driving experience, etc

· Digitalization of the entire voucher delivery process. Offline to online real time e-voucher process.

· Played vital role in defining the requirement to have a data scoring modeling for prioritizing outbound calling basis customer purchase behavior. This scoring model helps contact centre team leads to better manage their resource and optimize their conversions through outbound calling.

ON JOB QUALIFICATION

Successfully completed Squared Online Digital Marketing Course developed by Google

Successfully completed The Online Marketing Fundamentals Qualification course designed by Google.

Successfully completed Project Management Professional (PMP) training course through Grey Campus

Ø Engaging with the contact center service partners with intent to provide a consistent level of service to Flipkart customers as per the standards defined. Ø Managing the Inbound and Outbound contact center service partners through the governance model. Currently handling a diverse team of 750 + CCE’s at Pune and Aurangabad Ø Execute projects, tasks or other activities required to lower the cost of service through the contact center without impacting the quality of service delivery set by Flipkart Ø Lead, motivate, develop and appraise team members, coordinate their ongoing training and development in order that their individual and collective performance is of the required standard. Ø Review and understand the change & problem management processes Ø Responsible for managing and driving center SL’s which includes meeting (C-Sat & CIQS target, process quality, operational efficiency etc.)

Key Initiatives:-

Ø Site Spoc for leading Project FCL ( Flipkart Cricket League)introduced to improve C-Sat T2Bscores and reduce B2B scores amongst all outsourced partners

Ø Initiated & successfully executed Project Speed to reduce AHT & Held % of the process. This has resulted to reduction in AHT by 20 seconds and Held % by 10%in a span of 2 months

Key Result Areas: Associated as a Team Manager (Call Center Operations) with TATA Sky process (TATA Sky: leading Indian DTH service provider).Responsible for managing performance of Team Leaders (Span of control 13 TL’s including 2 Sr. TL’s and around 235agents)

Ø Currently managing Prospect Desk and Outbound Desk with Tata Sky process

Ø Conducting monthly reviews with Team Leaders in presence of team members

Ø Reviewing adherence to KPI’s as signed with Tata Sky team

Ø Conducting monthly skip with agents ,identifying concerns, designing action plan and close looping the same

Ø ISO Audit – Ensuring no major NC’s that would impact certification

Ø Reviewing performance of TL’s & their teams, Identifying best performers & coaching bottom quartile agents

Ø Displaying cost consciousness and optimum utilization of resources

Ø Handling escalations as per requirement

Ø Auditing calls and identifying the training requirements of each team member

Ø Understanding customer expectations and building in the required changes into the process

Ø Improve process C-Sat score

Ø Control Attrition

Key Initiatives Revenue optimization:

Ø Initiated Project Cheetah to enhance call answering and reduce abandon %, resulting in to month on month increment of 10% in call answering and process revenue as well

Ø Initiated Project Speed to reduce and sustain process at billable AHT and ensure process meets AHT target as well

Key Initiative Cost optimization:

Ø Initiated Project Care to reduce process attrition, resulting into reduction in process attrition from 11% to 6%

Key Achievements:-

Ø Have convincingly achieved all major KPI’s for the process and self as well

Ø Only 1 TL attrition from the unit in span of 2years

Ø Promotions of 5 team members in span of 2 years

Key Result Areas: I was associated as a Team Leader/ Sr. Team Leader (Sr. Team Leader from 1st April’08 till30th September’08) (Operations) with TATA Sky process. Responsible for driving process KPI’s & managing a team 20 agents

Ø SPOC for accomplishment of process SLA, Answered %, calls answered ,ISO & ISMS for Tata sky process

Ø Conducted interviews for NH as per requirement

Ø Worked as a bridge between the Team Manager and Team Leaders

Ø Prepared and worked on Plan of Action for reduction of process level, attrition and absenteeism.

Ø Prepared, maintained and shared daily stats with the team to ensure they are aware of their performance

Ø Call evaluation and feedback sharing with team to ensure team consistently meets process quality target

Key Achievements

Ø Awarded with “Extra Miler” award twice in the month of Feb’08 and October’08 respectively

Ø Awarded with “Best Team Leader” 3 times during my tenure of TL/ Sr. TL

Key Result Areas: Associated with TATA Teleservices Ltd. process (Leading Indian telecom service provider)

Ø Customer support to TATA Teleservices mobile/ landline users. Handling calls for Corporate & HNI customers