SIDHESH NAIDU
Hyderabad
Summary
Dynamic manager with a proven track record at Zurich Kotak General Insurance, excelling in customer service management and team leadership. Achieved a 20% reduction in call resolution times through strategic process improvements, while fostering a high-performing team culture. Skilled in performance monitoring and dedicated to enhancing customer experiences.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Manager
Zurich Kotak General Insurance Company (India) Limited
06.2024 - 09.2025
- Led and mentored a dynamic team of 15 representatives in operational and customer-facing roles, fostering a cohesive team environment with a 98% team cohesion rate
- Developed and implemented strategies to enhance customer experience, resulting in a 20% reduction in call resolution times
- Conducted regular performance reviews and coaching sessions, driving a 15% increase in team productivity
- Implemented systems for leave management, portal cases, escalations, NPS tracking, and dashboards
- Collaborated with internal stakeholders to address employee needs and optimize processes
- Served as a primary point of contact for escalated customer issues, effectively resolving them and maintaining positive relationships
- Ensured compliance with internal policies, procedures, and regulatory requirements
- Analyzed operational data to identify performance trends and implement process improvements for greater efficiency.
- Presented call handling time metrics to optimize productivity while maintaining exceptional service levels
- Fostered a culture of continuous improvement and professional growth through coaching and mentoring
- A leading general insurance company in India providing various insurance products
Deputy Manager (SME)
Zurich Kotak General Insurance Company (India) Limited
06.2022 - 05.2024
- Recorded and maintained employee records for late logins
- Managed employee weekly off scheduling to ensure effective workforce planning and optimal resource utilization.
- Handled IT tickets to ensure smooth functioning of systems and minimize downtime
- Provided frontline support to policyholders and achieved top scores in customer satisfaction surveys
- Functioned as a subject matter expert, supporting team members and implementing process improvements for better performance outcomes.
- A leading general Insurance company in India providing various Insurance products
Assistant Manager
Zurich Kotak General Insurance Company (India) Limited
09.2019 - 05.2022
- Provided initial product usage support and ongoing problem resolution
- Investigated and resolved customer complaints in a timely manner
- Maintained compliance with internal instructions and external regulations
- Managed a team of 30 to foster teamwork and achieve departmental goals
- A leading general insurance company in India providing various Insurance products
Customer Service Executive
Athena BPO
01.2019 - 09.2019
- Delivered prompt assistance to POS terminal users, resolving technical concerns and facilitating new installations to ensure seamless service.
- Generated cross-sale leads for various financial products
- A business process outsourcing company providing customer support
Education
BBI - Banking and Insurance
LS. Raheja College of Arts & Commerce
09.2018
Skills
- Customer Service Management
- Team Leadership & Coaching
- Performance Monitoring
- Process Improvement
Accomplishments
Best Team Leader, Received the 'Best Team Leader' certificate for outstanding team performance and mentorship.
Languages
English,Hindi,Telugu,Marathi
Certification
Operations Management Assessment
Timeline
Manager
Zurich Kotak General Insurance Company (India) Limited
06.2024 - 09.2025
Deputy Manager (SME)
Zurich Kotak General Insurance Company (India) Limited
06.2022 - 05.2024
Assistant Manager
Zurich Kotak General Insurance Company (India) Limited
09.2019 - 05.2022
Customer Service Executive
Athena BPO
01.2019 - 09.2019
BBI - Banking and Insurance
LS. Raheja College of Arts & Commerce