Shweta Unaune
Customer Experience - Operations
Thane ,Maharashtra
Summary
Energetic and reliable Office Manager skilled at working with diverse groups of people. Strong track record of motivating teams to achieve project goals. Expert at administrative processes and office procedures. Service leader with business knowledge and management experience to positively impact team operations. Versed in Health Insurance industry best practices and business operations and always looking for opportunities for improvement. Results-focused and proactive in planning day-to-day operations and solving service issues. Offers advanced abilities in tackling issues impacting team and business success. Excels at managing team and personal time to consistently exceed expectations.
Overview
6
6
years of professional experience
Work History
Customer Service Team Leader
People Interactive
Thane City
07.2023 - Current
- Scheduled, assigned, and monitored daily work activities of customer service team members.
- Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Conducted performance reviews for customer service staff on a regular basis.
- Coordinated training sessions for new customer service personnel.
- Assisted in developing policies and procedures related to customer services operations.
- Monitored the accuracy of data entry into the company's database system by customer service staff.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Drafted reports summarizing weekly performance metrics of the team members.
- Identified areas for improvement within existing processes regarding customer services operations.
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels.
- Motivated teams by recognizing and rewarding excellence.
- Strengthened customer retention by offering discount options.
Assistant Manager
Magma HDI General Insurance Company
Thane City
06.2022 - 06.2023
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided support and guidance to team members to maintain a collaborative work environment.
- Participated in recruiting efforts by conducting interviews and assessing candidates' qualifications.
- Maintained an up-to-date knowledge of products, services, pricing plans and promotions in order to provide accurate information to customers.
- Reviewed customer complaints, identified root causes of problems and implemented corrective actions accordingly.
- Analyzed data trends from customer surveys, feedback forms in order to identify opportunities for improvement.
- Mentored new team members, helping individuals hone talents and skills to become more invested in organization.
- Collaborated on data management strategies targeting increased efficiency in AHC, Welcome Call, and New Business processes for the health insurance sector. Played a key role in enhancing retention efforts for both health and motor insurance.
- Managed to decrease attrition and shrinkage by conducting regular team-bonding events
- Conducted analysis on customer calls handled by team members to identify areas of improvement and enhance productivity.
Assistant Renewal Officer
Aditya Birla Health Insurance.Pvt.Ltd.Co
Thane
01.2019 - 05.2022
- Improved client consultations and determined needs through team management.
- Managed team of dedicated employees, overseeing training, and professional growth of employees.
- Supported employee payroll processes by tracking attendance logs and expense monitoring.
- Applied effective up-selling techniques to increase per-sale revenues.
- Employed excellent time-management skills to maximize task completion and reduce errors.
- Spearheaded special projects supporting profitable business direction.
- Conduct monthly/weekly review sessions for team members to understand verbatim of customer’s and encourage team members to share ideas, give feedback, request training and help identify areas where processes can be improved and made more efficient.
- Serve as last line of support to handle escalated customer issues.
Education
Bachelor of Arts - Psychology
Mumbai University
Mumbai, MH2015
Certificate of Higher Education - Commerce
Birla College
Kalyan2012
SamratirlaSamrat Ashok Highschool
Kalyan2010
Skills
- Complaint resolution
- Team Management
- Customer service excellence
- Data Management
- De-Escalation Techniques
- Issue resolution
- Team building coordination
- Microsoft word, excel and PowerPoint
- Attention to detail
- Report Generation
Accomplishments
- Joined as a senior online executive and got promoted as a assistant officer by showcasing good performance.
- Won best caller certificate within team for passing 98% of quality score.
- Won Quarterly Rancho Award for having maximum contact to conversion.
- Enhanced Health Campaign processes, implementing across department for increased productivity and profits.
- Developed and instituted employee training and retention initiative an won quarterly Award with Magma HDI.
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
Additional Information
- Date Of Birth - 25th December 1995
- Marital Status - Married
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsTeam Building / Company RetreatsPaid sick leavePaid time offQuote
Judge a man by his questions rather than his answers.
Voltaire
Languages
Marathi
Native language
Hindi
Upper Intermediate (B2)
B2
English
Intermediate (B1)
B1
Interests
Dance
Listening to songs
Analysis
Communication
Timeline
Customer Service Team Leader
People Interactive
07.2023 - Current
Assistant Manager
Magma HDI General Insurance Company
06.2022 - 06.2023
Assistant Renewal Officer
Aditya Birla Health Insurance.Pvt.Ltd.Co
01.2019 - 05.2022
Bachelor of Arts - Psychology
Mumbai University
Certificate of Higher Education - Commerce
Birla College
SamratirlaSamrat Ashok Highschool
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