Vishal Gupta

• Implemented comprehensive policy onboarding and reimbursement operations, enhancing customer service processes and improving efficiency.
• Streamlined payment operations and reconciliation across all lines of business, resulting in a significant reduction in processing errors.
• Developed and executed strategies to enhance payment collection and reduce errors, achieving a 95%+ turnaround time within 24 hours for claims processing.
• Automated claims processing, optimizing manual workflows and increasing processing speed.
• Ensured cost efficiency and availability of self-service platforms (BOT, IVR), enhancing customer experience.
• Managed operational capacity for seamless service delivery, overseeing PMO functions and handling 100,000 claims and 600,000 insurance policies monthly.

• Established and implemented customer service strategies for new and existing businesses, driving customer satisfaction and loyalty.
• Ensured the availability of self-service platforms (in-app, IVR) and process automations, improving service efficiency.
• Upgraded CRM tools to provide instant customer information at assisted care, enhancing service delivery.
• Delivered key service metrics (service levels, Customer Satisfaction (C-SAT), call quality), consistently exceeding performance targets.
• Managed outsourcing partners to ensure compliance and delivery, establishing robust audit structures for process health checks.
• Ensured adherence to Reserve Bank of India (RBI) regulations across all processes, maintaining operational integrity.
• Actively participated as a member of the Customer Grievance Committee and led hiring initiatives for the customer service function.

• Developed and implemented customer service strategies for new and existing businesses, significantly improving customer engagement.
• Ensured the availability of self-service platforms (in-app, IVR, bots, Robotic Process Automation (RPA)) and process automations, driving operational efficiency.
• Upgraded CRM tools for instant customer information at assisted care, enhancing response times and service quality.
• Delivered key service metrics (service levels, Customer Satisfaction (C-SAT), call quality), consistently achieving high performance.
• Managed outsourcing partners and ensured compliance with regulatory standards, enhancing operational excellence.
• Presented customer service performance metrics to the Board’s Customer Service Committee, influencing strategic decisions.
• Led hiring initiatives for the customer service function, building a high-performing team.

• Managed front-end and back-end customer service operations, ensuring high-quality service delivery and customer satisfaction.
• Established customer service processes and governance structures, improving operational efficiency and service quality.
• Delivered key metrics for Payment Bank customer service (Quality, Service Level Agreements (SLAs), Customer Satisfaction (C-SAT)), achieving significant improvements in performance.
• Led hiring efforts across all levels, building a skilled and customer-focused team aligned with organizational goals.
• Finalized partnerships with outsourced service providers, effectively managing costs and service delivery.

• Managed Account Profit and Loss (P&L) and client expectations for process delivery, ensuring alignment with business objectives and achieving a 10% increase in revenue.
• Ensured daily operational Key Performance Indicators (KPIs) such as Service Levels (SLs), Call Quality, and Abandonment Rate were consistently met, driving performance improvements.
• Led call center planning and initiatives to reduce repeat calls, enhancing customer experience and satisfaction by 20%.
• Directed Quality and Training teams to support operations, ensuring high standards of service delivery and compliance with company policies.
• Oversaw timely billing, contracting, and account governance, maintaining operational integrity and client satisfaction.

• Led operations for prepaid, post-paid, retailer desk, and tele-verification call centers.
• Managed three call centers with 150-200 agents, achieving daily KPIs (Service Levels, Call Quality, Abandonment Rate).
• Drove call center planning and volume forecasting, reducing repeat calls.
• Ensured 100% contractual compliance and managed partner billing.

• Managed two call centers with 600-700 agents, overseeing daily KPI delivery.
• Ensured 100% contractual compliance and led hiring at partner locations.
• Developed process performance scorecards and conducted partner health checks.
• Led cost-reduction strategies and presented the Annual Operating Plan (AOP).

• Achieved sales targets at Authorized Retail Channels (ARCs).
• Managed online retentions, SLAs, audits, and service camps.
• Reduced complaints per 100 deliveries and promoted self-care activities.
• Led Customer Life Cycle Management for retention agencies.

• Delivered training on new implementations and CAF documentation.
• Managed documentation and audits for post-paid and prepaid activations.
• Oversaw daily operations of channel partners and hired new agencies.

• Served as Team Leader in the voice process at AES Call Center.
• Managed manpower planning and operational deliveries.
• Established audit processes to ensure quality operations.

• Minimized discrepancies in activations and managed FTR activations.
• Achieved 100% CAF compliance and monitored AVCV agency performance.

Managed exam registrations using Prometric software for computer-based exams.