Vidhija Singhal

Training Matter Expert

Experienced in leading a team of new hires for training programs, providing in-depth knowledge and guidance on processes, systems, and best practices.

Handled a team of 8 to 10 associates dealing with sellers directly via emails, chats, and calls, which outperformed the other teams.

• Audit five cases of each associate per week to ensure the quality of the cases, which helped them improve their matrices by 100 bps.
• Supported the trainee by answering questions, clarifying concepts, providing 1:1 sessions, and offering hands-on assistance to improve performance and understanding.
• Evaluated trainee performance, and provided feedback to enhance learning outcomes and operational efficiency.

Designed, reviewed, and updated training materials to ensure accuracy, clarity, and alignment with organizational standards.

• Created structured training resources that improved understanding and reduced knowledge gaps among learners.
• Collaborated with the L&D team to design accurate, clear, and user-friendly training material.
• Developed an AI app: Aged Case Companion using Party Rock tool, which helped in reducing the ACHT by 400 bps. It is in the process of a global launch.
• Created performance reports for comparing the performance of the team globally.

Performed quality checks as a Seasonal Quality Analyst by auditing global cases and identifying the root cause of seller dissatisfaction.

• Audited approximately 40 cases per day to identify the gaps in providing the correct resolution to the seller.
• I was able to reduce the increase in the seller satisfaction rate to 95% for three consecutive months.
• Identified the communication gaps created by the associate while providing the resolution, and coached the associate by providing the details in the area of improvement.

As a seller support associate, I handled approximately. 40 contacts per day, maintaining the matrices.

• Resolve sellers' issues efficiently, improving seller satisfaction rates and trust in the platform.
• Reduced issue resolution time by identifying the root cause and providing an effective solution.
• Managed a high volume of seller tickets while maintaining quality and adherence to SLAs.
• Identified a recurring seller issue and provided insights to the team to improve processes and documentation.
• Achieved a high accuracy and quality score while handling seller inquiries.
• Worked on a project, "RR Mini project to identify the reason for high ACHT; due to this project, the peers were able to reduce the ACHT by 6 minutes per case."
• Achieved the Game Changer Award for contributions to process improvement.

• Experience in managing and optimizing Google Ads (search display campaigns) to drive performance against ROI and conversion.
• Performed in-depth keyword research targeting audience and strategy optimization to maximize campaign efficiency.
• Optimized ad copy, extensions, and landing page to improve quality score and relevance.
• Adherence to Google Ads policies and industry best practices was considered a high priority.
• Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
• Generated reports detailing findings and recommendations.

Core responsibility.

• Advised the customer on a suitable insurance product (life insurance) based on financial needs.
• Explained policy features, benefits, premium, and exclusions clearly to help customers make informed decisions.

Sales and performance

• Achieved and consistently met monthly sales targets through effective consultations and relationship building.
• Converted qualified leads into successful policy sales using a need-based selling technique.
• Recognized for strong sales performance and customer-centric approach.
• Maintained high conversion rates and low policy cancellation ratios.
• Process and compliance.
• Ensure accurate documentation and compliance with IRDIA guidelines and company policies.