Sukanya Bose
Kolkata
Summary
Customer Service Manager at ICICI Lombard General Insurance, achieved 30% increase in GST recovery rates. Proficient in data analysis using SQL and skilled in stakeholder collaboration. Focused on product development and improving customer experiences. Demonstrated leadership with a strategic approach to performance optimization and growth through innovative solutions.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Manager
ICICI Lombard General Insurance
Mumbai
03.2023 - Current
- Spearheaded GST recovery operations, achieving complete backlog clearance and increasing recovery rate by 30%.
- Resolved all customer service queries through streamlined escalation and improved process handling.
- Developed and launched two commercial vehicle add-on products: Battery Protect Add-on and IL Smart Assist Add-on.
- Collaborated with IT and underwriting teams to integrate pricing models into core systems.
- Enhanced commercial vehicle business performance, contributing to a 10% growth through strategic improvements.
- Optimized national agent performance, minimizing operational inefficiencies and reducing losses.
Education
MBA - Marketing & Human Resources
ICFAI University
Dehradun, Uttarakhand01.2023
B.Tech - Computer Science & Engineering
Techno India College of Technology
Kolkata01.2019
Skills
- Advanced Excel skills
- Data visualization and dashboards
- Data analysis with SQL
- PivotTables and VLOOKUP
- Business storytelling and presentations
- Product development strategies
- Pricing optimization techniques
- Stakeholder collaboration
- Customer experience management
- Leadership and team management
- Time management skills
- Analytical thinking
Remote Friendly
True
Affiliations
- Mock parliament
- Volunteer for Kerala relief fund
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Accomplishments
- District level swimmer
- District level science quiz winner
Certification
- Spoken tutorial project IIT Bombay
- Sales internship Outlook
References
References available upon request.
Timeline
Customer Service Manager
ICICI Lombard General Insurance
03.2023 - Current
MBA - Marketing & Human Resources
ICFAI University
B.Tech - Computer Science & Engineering
Techno India College of Technology
Similar Profiles
JITENDRA JANGIDJITENDRA JANGID
Assistant Manager - Consulting & Analytics at ICICI Lombard General Insurance CoAssistant Manager - Consulting & Analytics at ICICI Lombard General Insurance Co
AMAR SHARMAAMAR SHARMA
Sales Chat Agent at ICICI Lombard General Insurance CoSales Chat Agent at ICICI Lombard General Insurance Co
KAMAL KUMARKAMAL KUMAR
Unit Sales Manager at ICICI LOMBARD GENERAL INSURANCEUnit Sales Manager at ICICI LOMBARD GENERAL INSURANCE
SHANTANU DIXITSHANTANU DIXIT
Senior Manager – Commercial Business at ICICI Lombard General InsuranceSenior Manager – Commercial Business at ICICI Lombard General Insurance
SATYARANJAN DEYSATYARANJAN DEY
Network Engineer at Tata Consultancy ServicesNetwork Engineer at Tata Consultancy Services