Suman Sinha

Interacting with clients is part of the daily job role, also managing their cases and providing them with the best resolution.
Billing and processing refunds, managing fraudulent charges, and also adding licenses for Adobe products as per requirements of customers. Dealing with US and UK-based clients. Upselling of products and services for generating revenue for Adobe.

Working for the SMB (Small and Medium Business) queue. Process for both chat and calls. Interacting with new US clients and providing them with the best resolution to their issues, and achieving customer satisfaction.
Maintaining KPIs to mitigate bonanzas, targets for upsell, and also Case Management.
Also, escalating financial cases to finance teams, verifying the documents of the customers, and also keeping regular follow-up for the resolution.

Responsibilities Held-

Have worked as a Relationship Manager in Personal Loan for Branch banking and have managed 6 branches of Patna East.

Have experience in Personal Loan, BIL (Business Instalment Loan) leads as well.

Have done cross product business (Gold Loan, Credit Card).

Also, have experience in managing a team of 4 counselors and 6 branches in Patna East.

Was RM for 2 channels online DSA, as well as Branches.

Played a major role in leading the team for 4 loan executives to achieve business targets, generate new leads, and take over other bank loans and top up.

Verification of documents of clients, calculating FOIR, MAB, ABB.

• Called 60-80 contacts regularly pitched Life Insurance for Partner Organization's ULIP-based and Non-ULIP policies. Also, Retirement Plans and also launches for NFOs. SWP Plans to the clients and also SIIP for different partners such as ICICI, HDFC, SBI, KOTAK, LIC, TATA AIA, PNB MetLife, etc. SIIPS Life Covers Term plan + Investment-based plans.
  Converted leads over the call and also gave business to the organization selling insurance products.

Responsibilities Held: Business Trainee at Partnership Distribution East (BLUECHIP Corporate Investment).

Pvt. Ltd. (CABR Channel).

Managed entire business and mitigating targets by conducting partner's product training and product.

Knowledge of new launches and their USPs. Helping partners in picking up new business for I-Pru.

Managing logins till issuance of the files picked up. Products managed: Life Insurance - Participating plans, Non-Participating plans, ULIP, Investment, Retirement Plan, Endowment plans

Maintained a healthy relationship with partner's Branch Managers and Employees to gain more business from all 4 Branches mapped (Jorhat, Nagaon, Tezpur, Sivasagar).

ACHIEVEMENT: Got achievement certificate for extraordinary performance in ICICI PRUDENTIAL Star Performer contest.