Rakhi Chopra
Customer Service Operations Manager
Lucknow
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Manager II
ICICI Prudential Life Insurance
04.2024 - Current
- Branch Incharge for Lucknow, Sultanpur, Raebarely, Faizabad and Gonda
- Process Training delivery for the state
- Meeting desired branch KPI parameters and hence taking branches' ranking to standard level
- Checker for Basic hygiene, Audit,FTR
- Regulating branch escalations fraud, grievances
Manager 1
ICICI Prudential
04.2021 - 03.2024
- Branch Incharge for two branches Faizabad and Raebareilly
- Renewal SPOC for the State
- Handling NRI customers fund management and providing suggestions for wealth growth
- Portfolio Management of high profile customers
- Providing end to end resolution to employees regarding customer's queries/requests/complaints at their branches
Assistant Manager
ICICI Prudential
04.2017 - 03.2021
- Handing entire Customer Service Desk and providing end to end services and solutions to walk in customer's requests, complaints and queries
- Maintaining quality service, strengthen customer relationships and hence improving their satisfaction levels
- Major focus on Fair, Accurate, Consistent and Transparent services to customers and hence maximizing Customer Delight
- Taking customer's feedback for improving service quality, along with collecting references
- Proper advice to customers for timely premium payment, switching top-ups and opting for Term and Health plan
- Handling Death and Health Claims queries and documentation part
Senior Associate
ICICI Prudential
04.2013 - 03.2017
- Responsible for Entire Service desk handling HNI/Escalated customers, Gold/premier advisors
- Focus on Renewal, Revenue, Retention
- Increasing customer contactability, Mandate attachments
- Managed Entire cash payment/reconciliation of the branch
- Handling Priority Claim Desk of the branch
Customer Service Associate
ICICI Prudential
04.2008 - 03.2013
- Handling customer and advisor serving of 9 branches (8 spokes and 1 main branch)
- Maintaining Quality of Closure to 100% for requests/complaints of customers and advisors
- Making proper decision of issuing policies that are equitable to the client deliverable by the advisors and profitable to the company
- Managing risk and ensuring that an impaired life is not offered assurance at a standard premium rate.
- Stamping cases limit - Non Medical Sum Assured 15 Lacs & Mortgage Reducing Term Assurance limit upto 25 lacs
Customer Service Executive
ICICI Prudential
03.2007 - 03.2008
- Handing all level 1 escalations related to underwriting and reconciliation
- Responsible for Eod reconciliation
- Handling complete credit check with ICICI bank company account
- Significant contribution for achieving six sigma standards for the branch
- Underwriting Non Medical cases, limit upto 15 lacs
Education
Bachelor of Education -
Lucknow University
Lucknow, India 04.2001 -
MBA - IT
Sikkim Manipal University
Diploma in Information Technology - undefined
Govt Polytecnic Lucknow
Intermediate - P.C.M.
Bal Vidya Madir Sr. Sec. School-CBSE Borad
High school - undefined
Bal Vidya Mandir Sr. Sec. School
Skills
- Focused ,Optimistic approach
Team leadership
Operations management
Strategic planning
Time management
Staff development
Financial management
Customer relationship management (CRM)
Staff training and development
Problem-solving abilities
Team collaboration
Accomplishments
- Awarded with TATVA
- EXTRA MILER
- RISING STAR
- BEST PERFORMER IN BRANCH
- BEST RETENTION
- Certified with Insurance Quotient level 1 by ICICI PRU
Timeline
Manager II
ICICI Prudential Life Insurance
04.2024 - Current
Manager 1
ICICI Prudential
04.2021 - 03.2024
Assistant Manager
ICICI Prudential
04.2017 - 03.2021
Senior Associate
ICICI Prudential
04.2013 - 03.2017
Customer Service Associate
ICICI Prudential
04.2008 - 03.2013
Customer Service Executive
ICICI Prudential
03.2007 - 03.2008
Bachelor of Education -
Lucknow University
04.2001 -
MBA - IT
Sikkim Manipal University
Diploma in Information Technology - undefined
Govt Polytecnic Lucknow
Intermediate - P.C.M.
Bal Vidya Madir Sr. Sec. School-CBSE Borad
High school - undefined
Bal Vidya Mandir Sr. Sec. School
Similar Profiles
NIKITA YADAVNIKITA YADAV
Senior Relationship Manager at ICICI Prudential Life Insurance CompanySenior Relationship Manager at ICICI Prudential Life Insurance Company
DHRUV BHAVSARDHRUV BHAVSAR
Associate Vice President at ICICI Prudential Life Insurance CompanyAssociate Vice President at ICICI Prudential Life Insurance Company
Yumnam Bidayson singhYumnam Bidayson singh
Unit Manager at Icici Prudential Life Insurance AgencyUnit Manager at Icici Prudential Life Insurance Agency
ANURAG RAMPALANURAG RAMPAL
Agency Manager at ICICI PRUDENTIAL LIFE INSURANCEAgency Manager at ICICI PRUDENTIAL LIFE INSURANCE
NEHA KAKWANINEHA KAKWANI
Lead in Finance and accounts Department at KARAM SAFETY PRIVATE LIMITEDLead in Finance and accounts Department at KARAM SAFETY PRIVATE LIMITED