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