Soumya Mishra

Performed thorough analysis of churn data, identifying service failures and recommending revised audit parameters for at-risk customers.

Ensured strict compliance with brand messaging during campaign execution across multiple regions.

Verified alignment of call center scripts with overall campaign strategy through customer feedback audits.

Developed actionable quality checklists from high-level customer insights for regional teams.

Facilitated calibration sessions to maintain consistent evaluation standards across various service centers.

Investigated failed retention calls, pinpointing gaps in agent competency and operational bottlenecks.

Established a standardized audit framework aimed at improving first call resolution and reducing repeat calls.

• Managing wealth portfolio of Ultra HNI clients, and helping them achieve their financial goals basis their risk profile through various product offerings like Fd, MF, Equities, offshore, business banking solutions and traditional life insurance instruments hence achieving revenue targets for the business

• Hands-on experience in service to sales model as generated business from 200+ NRIs across the globe
• Developed solid strategic sales plan basis target demographics, client's end requirement and alongside focussed on client acquisition, building revenue streams and meeting sales target
• Profiled client portfolio and provided tailored made wealth advisory in line with client's risk profile fixed frequent customer meets to understand customer demands, negotiation and process proving the right business solution while generating revenue for the firm
• Worked with various cross functional teams like insurance and other channel partners to ensure target sales, generate fresh leads and offer best client advisory
• Better service experience through first time resolution to customer queries hence reducing TAT for escalation of complaints by more than 50% and increased customer retention