Summary
Overview
Work History
Education
Skills
Extracurricular Activities
Languages
Timeline
Generic

Sugandhi Sobti

Gurugram

Summary

Hardworking and ambitious Deputy Manager with 11+ years background in the Insurance & Banking industry. Exceptional leadership and mediation traits. Dedicated to ensuring all associates provide the highest level of customer service.

Overview

13
13
years of professional experience

Work History

Deputy Manager/Service Relationship Manager

Canara HSBC Life Ins.
07.2021 - 06.2023
  • Managing the Channel customers' queries, complaints, and resolution of their issues
  • Engaging with field teams and internal sales hierarchy for resolution of key issues
  • Engaging with Bank relationship manager and central team for various customer service initiatives
  • NPS of the respective Channel Customers
  • Design and execution of engagement strategies for Bank customers
  • RCA for various customer queries, complaints, and interactions of customers
  • Working on reduction of customer queries and complaints
  • Working with internal departments to reduce TAT for various processing transactions.

Assistant Manager Renewals

Maxlife Insurance
07.2018 - 12.2018
  • Managing Renewal & collection Strategy for Internet Sales
  • Translate the business vision and the strategy into operational tactics - build the organizational support need to achieve them, including the development of service delivery offerings
  • Maximize the performance of the contact center against the KPIs through effective real-time management
  • Continuously measure and evaluate the operational goals and all work processes, shrinkage, Revenue per agent target and conversion ratios
  • Effectively managing Renewal & Retention overall strategy & communication
  • Efficiently and effectively managing the Business Partners
  • Conducted training on processes in accordance to quality and technical aspects
  • Managing Business Partners productivity and ensured alignment within the team and work
  • Quality checks and audit for smoother running of processes
  • Provide required support and assistance to them in achieving their Targets
  • Dashboards and MIS for management review
  • Review the process maps
  • Evaluating the efficiencies, effectiveness and compliance with company policies and procedures
  • Leading Training for the managed Teams and creating awareness of the insurance products
  • Forecasting to drive renewals and achieve business goals
  • Insure development through continuous coaching via a robust review and feedback mechanism.

Customer Services Specialist

ICICI Prudential Life Insurance
01.2013 - 06.2018
  • Understanding client’s needs / enhancements, customization of product accordingly.
  • Responsible for providing detailed information to customers and deal with customer queries in relation to insurance and investment policies.
  • Innovate new approaches to existing customer base.
  • Revenue generation in terms of generating new business from existing & potential customer base.
  • Renewal Collection & persistency.
  • Maintaining Quality of services basis SQ.
  • Audit Compliance and verification, Internal reports verification & related resolution.
  • Tracking EOD receipting with cheque/Cash in branch.
  • Perform detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
  • Independently follow up with customers to identify problems and present resolutions.
  • Manage operations and productivity at an insurance company.
  • Provide new contracts to customers who are resigning in accordance with policy for contract drafting and handling.
  • Open and submit service requests as needed.
  • Complete month end customer retention report.
  • Build rapport and nurture customer relationships resulting in measurable value.
  • Deliver extraordinary customer care by responding to customer questions and concerns.

Accounts Executive and Coordinator

AKASH EDUCATIONAL SERVICED LTD
01.2012 - 11.2012
  • Obtain and maintain a thorough understanding of the financial reporting and general ledger structure.
  • Ensure the accurate and timely processing of positive pay transactions.
  • Ensure the timely reporting of all monthly financial information.
  • Handle personnel issues relating to staff conflicts, absenteeism, performance issues, etc.
  • Support Department with special projects and workflow process improvements.
  • Establishing a relationship of trust and respect with Parents.
  • Keeping records and utilizing reporting tools.

Service Manager

Barclays Bank PLC
10.2011 - 12.2011
  • Key responsibility was to maintain rapport with the customer base, greet by name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
  • Maintaining all advisory documents and responsible for maintaining effective MIS with complete coordination from sales & operations team.
  • Handling the escalated cases of customers and closing the complaints within stipulated time periods.
  • Coordinating with Wealth Managers for all their customers’ investment requirements.
  • Coordinating with Fund houses for all mutual fund’s requirement of clients.

Customer Service Manager

ICICI BANK LTD
02.2010 - 08.2011
  • Responsible to handle walk in customers & provide proper resolution of queries/request/complaint
  • Handling the escalated cases of customers and closing the Complains within stipulated time
  • Monitoring & Improvement of FTR on regular basis
  • Maintaining the Branch Administration as a branch coordinator
  • Cross selling of financial products
  • Handling all the back-office work (bills, fake notes etc.)

Education

PGDBA -

Symbiosis Centre For Distance Learning
01-2014

PGDBO -

NIIT
01-2010

B.COM -

Atma Ram Sanatam Dharam College
01-2009

XII -

Kendriya Vidyalya Vikaspuri, New Delhi
01-2006

X -

Kendriya Vidyalya Vikaspuri, New Delhi
01-2004

Skills

  • Operations
  • Policy Management
  • Client Management
  • Customer service delivery
  • Communication skills
  • Customer relationship management
  • Revenue generation
  • Cross-selling
  • Course on Computer Concepts (CCC) certification
  • NCDO (NSDL Depository Operations) certification

Extracurricular Activities

NCDO (NSDL Depository Operations) Certified. Winner of 'Customer Service Category-CSM' awarded by ICICI Bank Zonal head. Volunteered for Can-Support, an NGO engaged in aiding cancer patients and was successful in registering around 1200 participants that helped us in raising around 1,62,000 for the cause. Was part of adventure activities organized by the Mercury Himalayan Explorations Pvt. Ltd. which included river rafting, rappelling, mountain climbing, and trekking. Won various merit certificates and trophies in extra-curricular activities like Group Dance, Debates, and Drama competitions at school and college level.

Languages

  • English
  • Hindi
  • Punjabi

Timeline

Deputy Manager/Service Relationship Manager

Canara HSBC Life Ins.
07.2021 - 06.2023

Assistant Manager Renewals

Maxlife Insurance
07.2018 - 12.2018

Customer Services Specialist

ICICI Prudential Life Insurance
01.2013 - 06.2018

Accounts Executive and Coordinator

AKASH EDUCATIONAL SERVICED LTD
01.2012 - 11.2012

Service Manager

Barclays Bank PLC
10.2011 - 12.2011

Customer Service Manager

ICICI BANK LTD
02.2010 - 08.2011

PGDBA -

Symbiosis Centre For Distance Learning

PGDBO -

NIIT

B.COM -

Atma Ram Sanatam Dharam College

XII -

Kendriya Vidyalya Vikaspuri, New Delhi

X -

Kendriya Vidyalya Vikaspuri, New Delhi

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