Ranjish Vengali
Mumbai
Summary
An individual with CSM and PMP certifications, I am a goal-oriented and outcome-driven leader with over 18 years of experience, including 8 years in people leadership. My expertise lies in Enterprise Operations, Digital CRM integrations, Customer Support, and Service Delivery, with a demonstrated track record of successfully leading complex and challenging initiatives. Additionally, I have effectively managed teams, client relationships, and vendor interactions. Furthermore, I have been instrumental in the development and implementation of business strategies to align with corporate objectives and provide strategic direction to the organization.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager- Website Operations & Sales
Bandhan life insurance Private Limited
06.2015 - Current
- Joined the organization as an Executive and advanced to progressively responsible roles including Senior Executive, Assistant Manager, and current position as Senior Manager
- Developed an in-house CRM for lead management, Policy Servicing system for Underwriting policies, streamlining the process and improving efficiency
- Successfully managed the transition twice, from Aegon Religare to Aegonlife, and then from Aegonlife to Bandhanlife (BFHL), ensuring minimal disruption and smooth operations
- Oversaw Website Management, Direct Sales, and Operations, ensuring seamless functioning and customer satisfaction
- Optimized and utilized Search Engine Marketing strategies to effectively nurture leads, resulting in a 20% increase in lead conversions
- Handled customer complaints and escalations, achieving a 95% resolution rate within stipulated timelines
- Generated user stories for developments, contributing to a 15% reduction in development timeline
- Coordinated with the Development team for automation and digitalization, streamlining processes and increasing efficiency by 30%
- Managed and maintained work in progress within defined TAT's, ensuring timely delivery of projects
- Assessed team performance through Agile methodology, leading to a 10% improvement in productivity
- Provided support to all onboard aggregators by conducting business and performance reviews, resulting in a 25% increase in performance efficiency
- Innovated process development with Agile methodologies to deliver superior customer experience, resulting in a 15% improvement in customer satisfaction scores
- Collaborated with Squad Management to understand developments and how technologies contribute towards Automation, enhancing customer experience and reducing manual efforts
- Worked on Camunda Modular and prepared scripts on raising requirements on the website for enhanced customer experience
- Utilized strong interpersonal skills to effectively interact with customers, resolving queries and promoting new products, resulting in a 30% increase in customer engagement
- Coordinated and explained processes and targets to team members, ensuring clarity and alignment towards organizational goals
- Assisted in training and development of new joiners, facilitating their seamless integration into the team and reducing onboarding time by 20%.
Front office and customer service manager
Three star dyers and dry cleaners (family business)
07.2013 - 06.2015
- Handled everything from accounts, data entry to customer service
Deputy Manager - Reception & Housekeeping
Catering International Services
09.2010 - 06.2013
- Worked as a Receptionist initially and handled accommodation of clients from different companies around the world
- Handled Customer Queries and complaints and provided resolution for clients from different nationalities all around the world
- Managed the Laundry Department in supervisors capacity
- Making regrouping plans, Transfer of clients and also dealing with accommodation proposals for the new arrivals following procedures with the approval of SNCLAVALIN/SHERRITT (Authorizing Body)
- Customer Escalation management
- Team development and training
- Customer Education
Sr. Passenger Service Assistant & Acting Asst. Admin Manager
P&O Cruises
05.2007 - 08.2009
- Complaints handling and passenger queries
- Cash handling and float balancing
- PROFESSIONAL AND TECHNICAL RESPONSIBILITIES Management and Leadership
- Training and development
- Managing, supporting and welfare of the Passengers and crew on board
- Assisting Asst
- Admin Manager on turn around days with check in and check out on board
- Assisting Night Finance manager onboad with bill segregation and submission.
Senior Customer Service executive & Line trainer
Intelenet Global Services Pvt. Ltd
08.2006 - 04.2007
- Attending service calls for Barclay cards from clients in UK
- Functioned as a Line Trainer for a period of 4 months
- Responsible for floor walking of new agents in relation to the process
- Design, implement, improve and align training process to global standards
- Report generation on teams productivity
- Evaluate and assist team members on call handling
Senior Customer relationship advisor
3 Global Services
08.2005 - 08.2006
- Evaluate agents performance and productivity
- Analyzing calls with reference to various procedures for 3G
- Receiving and making calls, email communication to the customers for verification of information
- Fraud management
- Analyzing what type of fraud and closing down the accounts and taking necessary measures for fraud closure
- Handle procedural escalations from the team
- Co-ordination with various internal departments in India and UK with respect to customer/queries
Education
B.Com -
Vinayaka Mission University (VMU)
01.2023
Skills
- Scrum Coach
- Customer Service
- Operation Management
- Team Management
- Project Management
- Digital Marketing
- Microsoft Office
- Microsoft Exchange
- Idea Development and Brainstorming
- Data Analytics
Certification
- Project Management
- Basics of Digital Marketing
- Introduction to Digital Marketing
- Content Marketing Certification
- Search Engine Optimization
- Pay Per Click Advertising
- Social Media Marketing
- Digital Marketing Fundamentals
- Scrum Master
- Business intelligence using Power BI
Personal Information
Title: Senior Manager- Website Operations & Sales
Languages
- English
- Hindi
- Marathi
- Malayalam
Projects
154 Days, Transition to Bandhanlife, Complete transition from Aegonlife insurance to Bandhanlife insurance pvt ltd. work with UX/UI team on Website transition and notification on journey provisions, work with CS team on updation and automation of communications, CRM integration, Scripts updation 61 Days, Digital CRM integration (Inhouse), End to end integration of CRM for lead management for Website sales team, CFT lead flow and Customer service Management 153 Days, Inhouse Development of UNIVERS (Underwriting verification system), Development of inhouse Underwriting system. Automation of verification of documents, Provision to raise profile specific Requirement and completion of requirments, Medical servicing with TPA, Multiple Counter offer provisions, Auto assignment of cases to pending requirment specific queues, Pre issuance change provisions, Automation with logics of post issuance processes, etc. 91 Days, Transition from Aegon Religare to Aegonlife, Complete transition from Aegon Religare to Aegonlife
Timeline
Senior Manager- Website Operations & Sales
Bandhan life insurance Private Limited
06.2015 - Current
Front office and customer service manager
Three star dyers and dry cleaners (family business)
07.2013 - 06.2015
Deputy Manager - Reception & Housekeeping
Catering International Services
09.2010 - 06.2013
Sr. Passenger Service Assistant & Acting Asst. Admin Manager
P&O Cruises
05.2007 - 08.2009
Senior Customer Service executive & Line trainer
Intelenet Global Services Pvt. Ltd
08.2006 - 04.2007
Senior Customer relationship advisor
3 Global Services
08.2005 - 08.2006
B.Com -
Vinayaka Mission University (VMU)
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