SANNIA SHARMA
Gurgaon
Summary
Operations Executive and Customer Success Manager with over 5 years of leadership in insurance and customer success. Expertise in managing large accounts, optimizing operations, and achieving high client satisfaction. Proficient in business operations, client relationship management, and fostering cross-functional collaboration. Track record of building high-performing teams and implementing innovative solutions to drive sustainable growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Manager - Customer Success
Advantageclub.ai
01.2024 - Current
- Onboarded and managed over 50 global clients to ensure effective product usage and satisfaction.
- Handled customer inquiries and issues with prompt, professional solutions.
- Identified upsell and cross-sell opportunities through comprehensive usage analytics.
- Delivered success reports and conducted satisfaction surveys for performance assessment.
- Provided training and ongoing relationship management to enhance client engagement.
- Collaborated with sales and product teams to drive continuous service improvement.
- Analyzed customer feedback to pinpoint areas for service enhancement and growth.
- Facilitated training sessions on product features and best practices for client empowerment.
Operations Head
SELF
05.2020 - Current
- Managed large client accounts, providing comprehensive insurance solutions from initiation to resolution.
- Collaborated with leading insurers, such as ICICI Lombard, Tata AIG, and many more, to secure optimal coverage.
- Delivered engaging presentations and conducted personalized consultations on various insurance products.
- Coordinated cross-functional teams to enhance collaboration and communication.
- Managed daily operations to ensure smooth workflow and efficiency.
- Implemented process improvements to streamline operational procedures and reduce delays.
- Facilitated claims processing, explained premiums, and coordinated policy documentation efficiently.
Insurance Operations Executive
RenewBuy.com
07.2017 - 05.2020
- Maintained operational documentation and ensured database integrity.
- Resolved complex customer and policy issues efficiently.
- Managed policy applications, underwriting processes, and claims handling.
- Monitored service providers while supporting internal communications.
- Led cross-functional teams to streamline operations and enhance efficiency.
- Facilitated training sessions to improve team skills and knowledge.
- Coordinated efforts across teams to deliver high-quality results within tight timelines.
- Cultivated relationships with key stakeholders to support operational goals.
Insurance Operations
Bajaj Allianz Insurance Co.
02.2016 - 06.2017
- Established performance goals for area managers and monitored key performance indicators.
- Collaborated with diverse teams to resolve product and service issues effectively.
- Prioritized tasks to achieve service goals efficiently.
- Identified customer needs promptly to enhance satisfaction.
- Worked alongside cross-functional teams to meet organizational objectives.
- Communicated policy options clearly, resulting in increased policy sales.
- Reviewed automobile insurance policies and facilitated claims processing smoothly.
Education
MBA - Banking and Insurance
Guru Gobind Singh Indraprastha University
Delhi01.2015
BBA - Banking and Insurance
Guru Gobind Singh Indraprastha University
Delhi01.2012
Skills
- Client relationship management
- Insurance operations
- Customer success and onboarding
- Policy sales and advisory
- Claims management
- Performance analytics
- CRM systems
- Microsoft Office Suite
- Software training
- Account management
- Computer skills
- Team development
- Employee coaching and mentoring
- Client onboarding
Certification
- Licentiate Exam, Insurance Institute of India (all four subjects)
- Diploma in Graphic Designing - CorelDraw, Adobe Illustrator, Photoshop, InDesign
Languages
- English, fluent
- Hindi, fluent
References
References available upon request.
Timeline
Senior Manager - Customer Success
Advantageclub.ai
01.2024 - Current
Operations Head
SELF
05.2020 - Current
Insurance Operations Executive
RenewBuy.com
07.2017 - 05.2020
Insurance Operations
Bajaj Allianz Insurance Co.
02.2016 - 06.2017
MBA - Banking and Insurance
Guru Gobind Singh Indraprastha University
BBA - Banking and Insurance
Guru Gobind Singh Indraprastha University