Syed Sardar Ahamed

Experienced Insurance Training manager with 1year and 6months and overall 12 years of experience in life insurance industry. Skilled in developing and maintaining relationships with clients and Financial advisors. Seeking a challenging assignment in Customer Service Industry where I can use my knowledge, skills and experience for company’s as well as personal growth.

• Met all parameters in service assurance and service quality consistently.
• Consistent top scorer on knowledge tests conducted in the department.
• Various initiatives to improve the quality scores.
• Promoted to Network Escalation Desk as Customer Interaction Executive, as a specialist for handling escalated calls related to network issues in making receiving calls and sending receiving SMSs.
• Received many appreciation calls from customers for resolving their problems, some of them which are pending for a long time.

• Working as a Senior Training Manager in Axis Max Life Insurance, developing the new advisors and new managers is my main role.
• A keen learner with 5 years experience in grievance handling, Customer Service, Quality Audits, Report Preparations (MIS), training, Service Communication.
• Competent in (i) Understanding and resolving customer issues (ii) Meeting service quality standards (iii) Quality audits of the various customer service processes (iv) preparing and vetting service communications for the Company (v) Generating leads from the walk-in customers and converting of closure of New Business
• Current job profile involves developing new advisors with product knowledge and helping them in sales activities like closing the business, helping in logging the new business and get it issued. And also same process will follow for our new Managers and make them success in their carrier.
• Possess excellent interpersonal communication and analytical skills with demonstrated abilities in customer relationship management.

• Customer service
• Resolving customer issues to the utmost satisfaction of the customer with in the stipulated operating framework.
• Interacting directly with clients and redressing queries and issues to their optimum satisfaction and resolving crucial and long pending complaints involving close interaction with other departments.
• Tracking and prioritising customer query to ensure all complaints are addressed with in the agreed turn around time.
• Handling surrender customers and try to retain the customer by explaining plan benefits and achieving my targets.
• Doing calls and fixing the appointments for collection of renewals and revivals.
• Customer Relations
• Attending customers face to face and resolving their queries, processing their requests and resolving their grievances.
• End to End following of each request.
• Maintaining personal and team transaction MIS.
• Taking care of Unit linked transactions to get processed on the same day.

• Developing the new advisors and new managers in field and sales calls activities.
• Developing the product and process knowledge among them.
• Inviting the financial advisors for the regular skill development programmes and motivating them to qualify the month WOW contest.
• Ensure to qualify Maximum No. of Financial advisors to get qualify for WOW payouts.
• Handling of branch walk in customers for their query, servicing requests, complaints.
• Processing of customers' policy servicing requests and tracking till the transaction is completed.
• Alongside the basic transaction processing, coordinating with the vendor for scanning and uploading of documents onto the software.
• Plus generation of leads via crosssell and upselling of products to the walking customers.
• Providing additional support to the core team to achieve the monthly revival targets.
• Maintaining the transaction tracker and to send daily report to the team on the performance of the day.
• Replying to common queries, handling complaints from customer coming through letters, emails, and direct walk in customers at branch level.
• Identify, analyze and do the root cause analysis of customer complaints. Identify grey areas and proactively plug the gaps.
• Interact with other functions/departments and collate the final response to communicate back to the customers.
• Responsible for end to end ownership of all customer correspondence.
• To ensure quality & TAT as per desired levels.
• Responsible for the quality audits of the email and grievance team.
• Providing trainings to improve the team’s product and process knowledge.
• Preparing various reports and sharing them with management.
• Providing one point reports of Newbusiness pendings of the respective branches.