Rajesh Tarani

• Vendor Management: Managed vendor relationships and ensured SLAs were met for voice and non-voice channels (inbound & emails). Negotiated contracts for cost savings and improved service delivery.
• Customer Query and Complaint Resolution: Addressed and resolved customer inquiries and complaints efficiently across all channels. Implemented strategies to enhance satisfaction and retention.
• Priority Desk Management: Managed Priority Desk for Top Distributors and NRI customers, handling escalations and providing tailored solutions.
• Upselling: Identified upselling opportunities and achieved sales targets through effective communication and product knowledge.
• Budget Management: Oversaw contact centre budget, monitored expenditures, and implemented cost-saving measures.
• Management Information Systems (MIS): Maintained MIS reports for performance tracking, analyzed data for improvement.
• Net Promoter Score (NPS) Management: Led NPS improvement initiatives and implemented feedback mechanisms for service enhancements.
• Project Management: Coordinated projects to improve contact center operations, including process improvements.
• Cost-Saving Initiatives: Developed strategies to reduce operational costs while maintaining service quality.
• Regulatory Reporting and Audit: Ensured compliance with regulatory requirements and managed audits.
• Agent Productivity and Quality Management: Monitored and improved agents' productivity and performance.
• Customer Experience Enhancement: Enhanced customer experience through first-time right resolutions and training programs.
• Team Management: Led a team of 11 members, including 6 direct reports, providing leadership and performance management.

• Managed rural operations, POSP onboarding, and customer journey improvements.
• Drove unclaimed payouts clearance, priority desk management, and distributor NPS enhancements.
• Implemented distributor sales automation and digital initiatives.
• Monitored distributor licensing and digital communication processes.
• Designed and reviewed workflows and communication templates.

• Developed and executed communication plans and engaged with stakeholders to improve strategies.
• Created communication workflows, templates, and ensured compliance.
• Led school transformation projects and community empowerment initiatives.

• Teaching and Curriculum Development : Designed and delivered engaging lesson plans for various subjects, significantly improving student performance and engagement.
• Fundraising and Resource Mobilization : Raised funds and secured financial support to enhance school resources and infrastructure, achieving a notable increase in available resources.
• Community Engagement and Government Liaison : Organized community programs to boost parental involvement and connected with government agencies to secure support, resulting in improved student attendance and additional resources for the school.
• School Administration and Program Implementation : Managed daily school operations, coordinated staff activities, and implemented extracurricular programs promoting holistic student development.

• Supervised 27 branches and 40 executives, conducted audits, and ensured policy compliance.
• Managed financial activities and implemented new business processes.
• Recruited and trained executives mentored them to improve process effectiveness and reduce knowledge gaps.

· Customer Service and Upselling: Assisting clients with policy-related queries, claims processing, and policy renewals while identifying opportunities to upsell financial products such as riders, investment plans, and additional coverage options.

· Sales and Administrative Support: Providing support to the sales team by processing new business applications, issuing policies, and maintaining accurate records and documentation.

· Financial Transactions and Compliance: Handling premium payments, issuing receipts, reconciling accounts, and ensuring all processes comply with regulatory requirements.

· Operational Efficiency: Implementing standard operating procedures to enhance efficiency and reduce turnaround times for various processes, including customer service and financial transactions.

· Reporting and Coordination: Preparing regular performance reports, liaising with internal departments to resolve issues, and maintaining strong customer relationships to ensure high levels of satisfaction and loyalty.