Suraj Bhatt
Pune
Overview
5
5
years of professional experience
Work History
Operation Manager
Cogent E Services PVT LTD
Pune
02.2023 - 12.2023
- Company Overview: Business: - Bajaj RBL Credit Cards, Bajaj DBS Credit Cards, PLCS Central T1
- Centre Management -150 Manpower
- People Management - Shrinkage , Attrition
- CSR activities for rural areas
- Outbound Sales process –Credit Card Sales/ Insurance Sales/ PL / PL Top ups
- Inbound customer service – Loan Customer service
- Compliance adherence through timely audits, generating awareness on the floor etc
- Review and analyses performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations
- Team Leadership and Management
- Lead and motivate a team of call center agents to achieve service goals and maintain high levels of customer satisfaction
- Oversee training and development for new hires and existing staff to ensure they are up to date with procedures, policies, and products
- Manage agent performance through regular feedback, coaching, and performance reviews
- Handle escalated customer issues that agents cannot resolve
- Operational Oversight
- Monitor and manage daily call center operations, ensuring efficiency and that all customer inquiries are handled in a timely and professional manner
- Ensure that the call center runs smoothly by managing schedules, staffing levels, and ensuring there’s appropriate coverage during peak hours
- Implement strategies to improve operational efficiency, such as optimizing workflows and automating certain processes
- Quality Assurance
- Monitor and evaluate call quality to ensure that agents are meeting performance standards and adhering to company protocols
- Conduct regular audits of calls, emails, and chat interactions to ensure consistency and professionalism
- Implement and manage customer feedback and satisfaction surveys to assess the quality of service
- Performance Management and Reporting
- Track key performance indicators (KPIs) such as call volume, response time, first-call resolution, customer satisfaction, and agent productivity
- Analyze data to identify trends, issues, and areas for improvement
- Prepare regular reports for upper management on team performance, customer satisfaction, and operational results
- Set goals for agents and the team as a whole, providing incentives or recognition for achievements
- Customer Experience Focus
- Ensure that the call center provides a positive customer experience by maintaining high service standards and resolving customer complaints effectively
- Design and implement customer service initiatives that align with the company’s overall goals and improve customer satisfaction
- Process Improvement
- Identify areas of improvement in existing processes, workflows, and systems to enhance the call center's performance and efficiency
- Implement changes based on feedback from customers and agents, improving the overall service delivery model
- Business: - Bajaj RBL Credit Cards, Bajaj DBS Credit Cards, PLCS Central T1
- Team Size: - Core Team 7, TC 120 People
Manager
Bajaj Allianz General Insurance Company Limited
Aurangabad / Jalna
02.2022 - 11.2023
- Company Overview: Business:- General Insurance
- Team Management: Leading a team of underwriters, claims adjusters, and other insurance professionals
- This involves recruiting, training, and providing ongoing support and guidance to staff
- Policy Development and Management: Overseeing the creation, implementation, and monitoring of insurance policies, ensuring they meet both company standards and legal requirements
- Risk Assessment: Analyzing risks and determining the types and amounts of insurance coverage that are suitable for clients
- This can involve reviewing data and making decisions based on underwriting criteria
- Customer Relations: Interacting with clients to understand their insurance needs, offering appropriate products, and ensuring customer satisfaction
- This might involve negotiating terms, processing renewals, and addressing any complaints or issues
- Financial Oversight: Monitoring financial performance and ensuring profitability by balancing risk with premium income
- This may include analyzing data to identify trends, set rates, and adjust coverage terms
- Claims Oversight: Managing the claims process to ensure that claims are handled promptly and accurately
- This includes investigating claims, approving payments, and ensuring that the process is efficient and customer-friendly
- Business:- General Insurance
- Team Size: - Off role – 5 People, 700 Agents
Team Leader
Conneqt Business Solutions Ltd.
Pune
07.2021 - 01.2022
- Company Overview: Business: - Bajaj Finserv Health Limited (Health Insurance)
- Responsible for meeting the process KPIs, viz: SL, AHT, Quality
- Achieving KPI’s and SL’s through continuous monitoring and corrective action Responsible for process Attrition
- Responsible for rostering agents as per process requirement
- Responsible for Floor Management and floor coverage
- Ensuring training needs of team members are met as soon as recognized
- Motivating team members to deliver quality and effective service to achieve process and organizational goals
- Played a key role in incepting new concepts, viz: making CSA as a part of call calibration to improve the quality of process
- Identifying and working upon the action plan to improve CTA PI scores
- Business: - Bajaj Finserv Health Limited (Health Insurance)
- Team Size: - Core Team 25
Team Leader
HGS/Altruist Pvt. Ltd.
Pune
01.2019 - 07.2021
- Company Overview: Business:-Bajaj FinServ Limited (RBL CC)
- Business:-Bajaj FinServ Limited (RBL CC)
- Team Size: - 25 Tele callers
Assistance Manager
Anmol Spirit Private Ltd
Aurangabad
11.2018 - 12.2019
- Company Overview: Business:- Seagrams Spirits
- Business:- Seagrams Spirits
- Team Size:-25 People
Education
B.com -
Skills
- Leadership and People Management
- Communication Skills
- Problem-Solving and Decision-Making
- Time management and multitasking
- Data Analysis and Reporting
- Lead Generation
- Field Sales
- Cross sales
- AOP (Annual Operating Plan)
- LRS (Long Range Strategy)
- Planning
- Analytics
- Dialer and Campaign Management
- Business Development
- Real time SLA Monitoring
- Rostering
- Forecasting
- Tele-Customer Service
- C-Sat
- Call Quality Calibration
- Analytical and Problem-Solving Skills
- Customer Service and Relationship Management
- Regulatory Knowledge and Compliance
- Negotiation Skills
- Technological Proficiency
- Strategic Thinking
- Inbound Dialer
- Client Management
Languages
- English
- Marathi
- Hindi
Personal Information
- Date of Birth: 05/02/90
- Gender: Male
Timeline
Operation Manager
Cogent E Services PVT LTD
02.2023 - 12.2023
Manager
Bajaj Allianz General Insurance Company Limited
02.2022 - 11.2023
Team Leader
Conneqt Business Solutions Ltd.
07.2021 - 01.2022
Team Leader
HGS/Altruist Pvt. Ltd.
01.2019 - 07.2021
Assistance Manager
Anmol Spirit Private Ltd
11.2018 - 12.2019
B.com -
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