Sumeet Takle

• Audited customer service calls for Health and Motor Insurance, conducting Root Cause Analysis to improve service quality.
• Led a team of 10 members, including a relationship manager, to resolve customer concerns.
• Ensured grievance redressal by aligning sales commitments with policy wordings and implementing corrective actions against inaccuracies.
• Implemented proactive strategies, achieving a 20% reduction in escalations.
• Ensured compliance with IRDA regulations by evaluating call accuracy and verifying correct information delivery.
• Contributed to service integrity and regulatory adherence through gap identification and corrective measures.
• Managed high-priority escalation requests from internal departments and external customers, enhancing service reliability.
• Analyzed customer feedback and claims data to identify trends, improving satisfaction and retention strategies.

• Managed multi-channel escalation operations, including CEO and MD-level cases.
• Achieved 95% resolution rate on escalated client issues within 24 hours.
• Delivered end-to-end resolution for escalations, addressing root causes effectively.
• Liaised with cross-functional teams to ensure prompt issue resolution within defined turnaround times.
• Analyzed complaints in detail to capture Voice of the Customer and drive improvements.
• Acted as key contact between customers and internal departments to enhance service quality.
• Assessed escalations to identify sources of failure and developed measures to prevent recurrence.
• Analyzed each complaint/escalation in detail, capturing the Voice of the Customer (VOC), and driving improvements based on feedback and patterns.

• Achieved optimal aircraft balance through precise cargo loading based on center of gravity calculations.
• Oversaw ground personnel for accurate and safe baggage staging and cargo handling.
• Informed clients about critical travel details, ensuring seamless travel experiences.
• Delivered comprehensive training and safety workshops to enhance crew performance and compliance.
• Maintained strict adherence to airport and airline regulations for safety and efficiency.
• Provided high-level customer service by actively listening and resolving traveler concerns.
• Directed cargo loading operations to ensure correct weight distribution for safety.
• Managed incoming calls, building rapport with customers and facilitating successful bookings.

• Conducted site visits to identify areas requiring CCTV monitoring.
• Fostered strong customer relationships, increasing retention by 25%.
• Assisted in displaying CCTV services to potential clients.
• Delivered training seminars on safety and loss prevention to associates.
• Educated customers on routine maintenance to prevent system malfunctions.
• Recorded customer service inquiries in company database for accurate follow-up.
• Communicated with customers to address questions and concerns regarding systems.

• Resolved customer inquiries efficiently, boosting satisfaction scores significantly.

Utilized CRM tools to track interactions and optimize follow-up strategies.

Described promotional offers and employed persuasive techniques to up-sell additional services.

Communicated effectively with customers, managers, and colleagues via phone and email.

Sold credit cards through outbound calls to enhance banking portfolio.

Achieved targets consistently while ensuring compliance with banking policies.

Provided information on bank accounts, products, and services to clients.