Business Analyst

Duties and Responsibilities : ● Actively participates in the development of test plans for assigned projects, ensuring comprehensive coverage of testing requirements.
● Maintains detailed records of test progress, including test execution status, identified issues, and overall testing timeline.
● Manages defects reports, promptly creating JIRA tickets to track and prioritize identified issues, and follows up with the respective teams to ensure timely resolution.
● Documents and communicates test results, providing clear and concise summaries of test findings and outcomes.
● Prioritizes and conducts thorough testing of PANTST on high-priority basis, ensuring its stability and functionality.

Senior Relationship Manager

Duties and Responsibilities : ● Engages in discussions with branch staff to effectively transfer knowledge about insurance products, providing comprehensive information and guidance.
● Takes responsibility for converting business by utilizing various strategies such as walk-ins, data mining, referrals, and other lead generation methods.
● Demonstrates strong sales skills and persuasive abilities to effectively promote and sell insurance products to potential customers.
● Builds and maintains relationships with customers, understanding their needs and recommending suitable insurance solutions.
● Utilizes effective communication and presentation skills to educate customers on the benefits and features of insurance products.

Relationship Manager

Duties and Responsibilities : ● Proactively schedule meetings with clients assigned through generated leads, ensuring effective communication and coordination.
● Utilize strong sales skills and persuasive techniques to convert leads into successful sales, meeting or exceeding assigned targets.
● Foster strong relationships with existing clients, leveraging their trust and satisfaction to obtain references for cross-sales opportunities.
● Engage in active listening and thorough needs analysis during client interactions to identify suitable cross-selling opportunities.
● Present additional products or services to existing clients based on their specific needs and preferences, effectively promoting the value and benefits.

Senior Key Relationship Manager

Duties and Responsibilities : ● Proactively schedule meetings with clients based on assigned leads, demonstrating strong organizational and time management skills.
● Employ effective sales techniques and strategies to convert leads into successful sales, meeting or exceeding sales targets.
● Seek references from satisfied clients for potential cross-selling opportunities, leveraging their trust and recommendation.

Business Manager

Duties and Responsibilities : ● Lead the recruitment process for sales associates, including sourcing, screening, and selecting qualified candidates.
● Take responsibility for ensuring the successful completion of training programs for newly recruited sales associates, providing guidance and support to help them clear the IRDA (Insurance Regulatory and Development Authority) exam.
● Assist sales associates in creating a prospect list and provide guidance and training on effective lead generation and closing techniques.
● Regularly monitor and evaluate sales associates' calls to identify areas for improvement, such as sales skills, customer service, and adherence to company policies.

Assistance Manager

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● Mapping and analyzing client requirements and coordinating the development and implementation of processes in line with established guidelines.
● Monitoring the overall functioning of processes, identifying areas for improvement, and implementing measures to enhance customer satisfaction.
● Establishing quality standards for various operational areas, ensuring a high-quality customer experience while adhering to SLAs (Service Level Agreements) and work processes.
● Creating awareness and driving projects and process improvement strategies, aiming for maximum operational efficiency.
● Managing service operations to deliver high-quality services, providing first-line customer support by addressing queries and resolving issues within minimum turnaround time (TAT).
● Assessing customer feedback, identifying areas for improvement, and providing constructive feedback to associates to achieve higher customer satisfaction.
● Leading, training, and monitoring the performance of three Team Leaders, each managing a team of 15 members, to maintain operational excellence.


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● Successfully managed a team of 45 Agents, along with three Team Leads, ensuring that the team consistently achieved their targets.
● Examined roster preparation and leave sanctioning processes to ensure adequate staffing levels and smooth operations.
● Prepared Root Cause Analysis (RCA) for escalations received from the client, providing a rebuttal to convert escalated issues into invalid escalations.
● Met client deliverables by closely monitoring queue status, CSAT (Customer Satisfaction) scores, scrubbing OOT (Out of Tolerance) cases, clearing outstanding cases, and ensuring the timely resolution of loss and claim grid on a daily basis.
● Organized pre-shift and post-shift briefings as necessary to ensure effective communication and alignment within the team.

Team Leader - Operations

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● Led a team of 15 Agents, ensuring the timely completion of requests in adherence to SEC (Service Level Agreement) norms.
● closely monitored roster preparation, leave sanctioning, shift swaps, and maintained records to ensure adequate staffing levels.
● Generated monthly reports on team performance, including a revert report and performance appraisals for individual team members.
● Met client deliverables by providing productivity and quality reports, generating outage logs and outage-resolution logs, maintaining attendance records, and monitoring workflow status, among other tasks.
● Actively participated in conference calls with clients to discuss various issues, such as productivity, quality, login hours, overtime requirements, and average handle time.
● Arranged team sessions to enhance product knowledge and facilitated engagement in extra-curricular activities, such as outings and sports, to promote team bonding and morale.


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● Led a team of 12 Representatives and played a crucial role in establishing quality parameters for the team.
● Generated various reports, such as weekly and monthly quality tracking reports, progress reports, and error analysis, to monitor and improve overall quality performance.
● Conducted monthly one-on-one sessions with each agent reporting under your supervision, ensuring smooth functioning and providing motivation and guidance.
● Organized daily group sessions to disseminate necessary updates received from the client and clarify any doubts, ensuring alignment and clarity among team members.
● Managed minor client communications, effectively addressing their queries or concerns.
● Ensured the scanning of completed cases and created cases for correction if any mistakes were identified.
● Resolved complex cases, including escalated requests and refunds processing, demonstrating problem-solving skills and customer service expertise.
● Conducted on-floor sessions and provided training to new recruits, ensuring their smooth integration into the team and aligning them with quality standards and processes.


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● Opening Demand Notes, which involved initiating and processing the necessary documentation for new account setups.
● Adding investment and redemption instructions to the accounts, ensuring accurate and timely execution of these transactions.
● Updating the address on record for account holders, maintaining accurate and up-to-date contact information.
● Issuing checkbooks to account holders and adding FFC (For Further Credit) instructions, facilitating convenient fund transfers.
● Managing the closure of accounts, including the necessary paperwork and issuing closeout checks to account holders.

12th, Dehradun Public School CBSE, 2003 - 2004

10th, Dehradun Public School CBSE, 2001 - 2002