Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vikram Singh Tamang

Gurugram

Summary

Over 6 years of experience in Banking and Insurance Sector, specializing in Customer Experience and Customer Service Operations. Currently serving as Team Leader-Operations at Yes Bank, managing the Customer Resolution Team and facilitating inter-departmental reconciliation. Expertise in regulatory compliance, quality assurance, and leading high-performing teams to achieve operational excellence.

Overview

6
6
years of professional experience

Work History

Team Leader

Yes Bank
Gurugram
06.2025 - Current
  • Lead a team of 15–18 Phone Banking Officers, ensuring optimal team performance and adherence to service standards.
  • Delivered consistent improvements in service quality, call handling, and customer satisfaction through effective team supervision and coaching.
  • Monitored and maintained daily shift adherence, call quality metrics, and team productivity, achieving business KPIs.
  • Drove sales productivity within the team by setting clear performance objectives and closely tracking individual agent goals.
  • Handled customer escalations proactively to ensure timely resolution and a positive customer experience.
  • Conducted regular training, performance reviews, and feedback sessions, resulting in improved agent efficiency, and reduced error rates.
  • Championed a culture of ownership, accountability, and respect, improving employee engagement and team morale.
  • Played a key role in recruiting, onboarding, and retaining high-performing team members, contributing to workforce stability.
    Collaborated with quality and compliance teams to ensure adherence to regulatory standards and internal guidelines.
  • Recognized for exceeding service and sales targets, contributing to revenue enhancement and customer loyalty.

Subject Matter Expert

Policybazaar.com
Gurugram
09.2019 - 05.2025
  • Managed a team of 15 FTEs in the Customer Resolution Team (CRT) within the Customer Services - Operations Department.
    Provided efficient, prompt, and amiable service to customers, fostering strong relationships.
  • Responded to customer issues promptly, and resolved complaints in a timely manner, leading to a 20% improvement in customer satisfaction.
  • Ensured a quality culture by meticulously monitoring cases before forwarding them for policy issuance.
  • Resolved high-priority escalations involving verification discrepancies and incomplete KYC documentation.
    Coordinated with insurers and compliance departments for policy reconciliations and data integrity.
  • Performed quality assurance monitoring assessments of customer calls, both recorded and live, to maintain service quality standards.
  • Managed customer verification and documentation review for policy issuance ensuring compliance with IRDAI and company standards.

Education

PGDM - Marketing And Managment

Narsee Monjee Institute of Managment Studies
Mumbai
06-2021

Bachelor of Arts - Arts

Lucknow University
Lucknow, India
03-2015

Skills

  • Team leadership
  • Performance management
  • Sales strategy
  • Customer service
  • Quality assurance
  • Conflict resolution
  • Documentation review
  • KYC compliance

Timeline

Team Leader

Yes Bank
06.2025 - Current

Subject Matter Expert

Policybazaar.com
09.2019 - 05.2025

PGDM - Marketing And Managment

Narsee Monjee Institute of Managment Studies

Bachelor of Arts - Arts

Lucknow University

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Vikram Singh Tamang