Rakesh Mishra
Pune
Summary
Dynamic leader with extensive experience at Bajaj Finance LTD, excelling in contact center management and data analysis. Proven track record in optimizing campaigns and enhancing team performance through strategic planning and effective communication. Skilled in dialer management and passionate about driving operational excellence to achieve outstanding results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Head contact center RPL Business
Bajaj Finance LTD
Pune
05.2024 - Current
- Monitoring data campaign for a daily smooth process.
- Supervised daily operations for a large contact center team of 250 agents across seven centers.
- Managed scheduling and staffing to optimize service levels.
- Analyzed performance data to identify improvement areas.
- Conducted regular meetings with supervisors and agents to discuss any issues or concerns that may arise during operations.
- Utilized dialer software to streamline communication processes effectively.
Senior Manager
Bajaj Housing Finance Ltd
Pune
01.2023 - 05.2024
- Managed team of 70 TC for BHFL to achieve operational excellence.
- Collaborated with data team to acquire actionable insights.
- Developed impactful campaign content to drive engagement.
- Tracked team performance metrics to enhance productivity.
- Coordinated with dialer team to optimize dialing efficiency.
- Maintained COA to ensure process profitability.
Manager
Bajaj Allianz General Insurance Company Ltd
Pune
08.2020 - 01.2023
- Led a team of 40 in POS channel contact center and outbound sales for optimal performance.
- Ran diverse campaigns to generate new leads using various marketing tools.
- Developed digital applications tailored for the POS vertical to enhance user experience.
- Supervised employee hiring, training, and growth, cultivating a skilled workforce.
- Analyzed contact center dialer management to improve efficiency and call quality.
- Created strategic initiatives to elevate team performance and productivity.
- Established key performance indicator tracking processes for data-driven decisions.
Head of Marketing and Sales
Indoro Designs
Pune
03.2016 - 06.2020
- Established and optimized business development strategies aligned with company targets and market data.
- Managed US-based client relationships from acquisition through order fulfillment.
- Tracked orders to ensure timely delivery and completed payment transactions for all clients.
- Administered high-value services to achieve divisional objectives effectively.
- Collaborated with marketing teams to create and optimize successful campaigns for jewelry clients.
- Leveraged industry trends to develop strategic solutions and enhance business operations.
- Captured new customers by launching products that diversified service offerings.
- Analyzed competitor pages to identify backlink and keyword opportunities.
Territory sales manager
Apollo Munich Health Insurance
Pune
05.2015 - 02.2016
- Developed an online portal for Apollo Munich to facilitate health insurance policies for Canara Bank customers.
- Collaborated with Canara Bank, Pune circle, to drive business growth for Apollo Munich Health.
- Oversaw operations across 143 branches of Canara Bank to ensure compliance and performance.
- Managed monthly online policy renewals, maintaining a persistence ratio exceeding 95%.
- Accommodated diverse insurance requests and identified new value opportunities to enhance agency reputation.
- Utilized direct marketing techniques, such as mailings and phone outreach, to engage potential clients.
- Supported all branches in achieving 100% targets and generating consistent revenue monthly.
Manager - Client Servicing
Robinhood Insurance Broker Pvt Ltd
Pune
08.2012 - 06.2015
- Developed an online portal for multiple life insurance companies, enabling instant term policy generation.
- Managed existing clients and upsold new products effectively.
- Enhanced operational planning and business frameworks to optimize resource utilization.
- Maintained team efficiency by delegating tasks strategically and recognizing achievements.
- Utilized leadership and problem-solving skills to organize workflows and meet daily demands.
- Cross-trained employees to boost overall team performance.
- Monitored daily activities and mentored a team of 8 associates to maximize output.
Divisional Manager
India Infoline
Pune
05.2010 - 05.2012
- Established team targets and guided achievement through strategic support.
- Coordinated with ROM for external client engagement to enhance collaboration.
- Conducted monthly reviews of 10 Team Leaders, identifying improvement areas.
- Managed quality assurance program, conducting on-site evaluations and internal audits.
- Educated staff on effective strategies for managing difficult customers and situations.
- Exceeded sales goals by motivating staff and promoting targeted products.
- Implemented customer surveys to gather feedback and drive service improvements.
Team Leader/Trainer
Andromeda Marketing Pvt Ltd
Pune
11.2007 - 06.2010
- Established individual performance targets for agents to drive achievement.
- Conducted regular feedback sessions to enhance agent performance.
- Monitored at least 15 calls per agent, providing targeted improvement feedback.
- Facilitated team briefings to foster morale and motivation.
- Developed agents through personalized coaching and support.
- Implemented Performance Improvement Plans (PIPs) for underperformers.
- Supported agents in successfully completing PIPs to enhance performance.
- Engaged with each agent to address concerns and facilitate resolutions.
Customer Service Executive
Sparsh BPO Ltd
Pune
08.2006 - 06.2007
- Achieved 100% targets consistently on a monthly basis.
- Utilized effective telephone etiquette to identify and resolve customer issues promptly.
- Guided new agents through the end-to-end sales process for improved performance.
- Conveyed product and service details to inform customers about benefits and advantages.
- Persuaded potential clients to purchase insurance products through strategic communication.
- Developed comprehensive understanding of the end-to-end sales process to optimize operations.
Education
MBA - Marketing
Indian School Of Business Management And Administration
PuneBBA - Marketing
Indian School Of Business Management And Administr
PuneSkills
- Microsoft office
- Digital marketing
- Customer service
- Keyword optimization
- Online marketing
- Social media expert
- Email marketing
- SEM strategy development
- E-commerce
- Dialer management
- Contact center management
- Data analysis
- Dialer software
- Campaign optimization
- Team leadership
- Strategic planning
Certification
- The fundamentals of digital marketing
- Certified digital marketing consultant
- Certified digital marketing executive
- Google Analytics for beginners
Languages
English
First Language
Hindi
Proficient (C2)
C2
Timeline
Head contact center RPL Business
Bajaj Finance LTD
05.2024 - Current
Senior Manager
Bajaj Housing Finance Ltd
01.2023 - 05.2024
Manager
Bajaj Allianz General Insurance Company Ltd
08.2020 - 01.2023
Head of Marketing and Sales
Indoro Designs
03.2016 - 06.2020
Territory sales manager
Apollo Munich Health Insurance
05.2015 - 02.2016
Manager - Client Servicing
Robinhood Insurance Broker Pvt Ltd
08.2012 - 06.2015
Divisional Manager
India Infoline
05.2010 - 05.2012
Team Leader/Trainer
Andromeda Marketing Pvt Ltd
11.2007 - 06.2010
Customer Service Executive
Sparsh BPO Ltd
08.2006 - 06.2007
MBA - Marketing
Indian School Of Business Management And Administration
BBA - Marketing
Indian School Of Business Management And Administr