Sandhya Sharma

● Managing a strong team of 25 to ensure client satisfaction and loyalty. Effectively managed a diverse portfolio comprising over 2000 clients across West Region (Rajasthan, Gujarat, Maharashtra, Goa).

● Boosted the visibility of seller portfolio by optimizing on platform advertisement campaigns to increase the traffic for seller by 25-40% Client Retention:

● Attained a client retention rate above 40% by delivering consistent and exceptional support.

● Clocked the highest PCR (Per Client Revenue) of 4350 PCR in March 2024 in organization history. Collected 1.5+ CR revenue in JFM 2024 along with Product Upsell Excellence:

● Exceeded the benchmark of 2.5 productivity for product upsell.

● Demonstrated growth of revenue portfolio MoM by an average of 12% Client Grievance & Ticket Management:

● Maintained an impressive Ticket Turnaround Time (TAT) of less than 1.2 days.

● Achieved best score of 87% in maintaining Client Lifecycle Management.

● Resolved seller issues regarding catalog visibility, account hold, cancellations & return to improve seller experience.

• Fundamental understanding of business, channel & distribution
• In depth & operational understanding of key marketing function vectors
• New Product Launch & GTM strategy
• Integrated Marketing Communication Campaigns
• Ecommerce & Digital GTM
• Developing & propagating a Communication/Creative brief based on the understanding of a business objective/scenario
• Consumer Focus in positioning, communication development, journey mapping & touchpoint management
• Engaging key stakeholders in business for Marketing sales teams & channel partners.

• Client Experience: Lead the servicing cluster to deliver an exceptional client service experience, ensuring every interaction leaves a lasting impression.
• Revenue Ownership: Take charge of the Profit & Loss (P&L) for the entire cluster, identifying opportunities for revenue maximization and executing strategies to increase upsells.
• Team Development: Build and nurture highly motivated teams, fostering an environment of growth and excellence.
• Feedback Gathering: Engage in in-depth client interactions to gather insights into processes and products, providing valuable feedback to internal stakeholders.
• Innovative Solutions: Utilize data-driven insights to design and implement innovative servicing solutions, enhancing efficiency and client satisfaction.

• Provided customer service for agency including sales with Personal, Corporate, Life, Health, Automobiles and Long term care policies
• Helped new customers with binding auto and life policies
• Comply with company policies maintaining one call resolution and 100% on stats and scores
• Provided customer service updates and reminders on auto insurance policies and tax return status.