AMRUTA TELANG
Summary
PROFESSIONAL SNAPSHOT Over 16 years of experience in Training, Quality, Compliance, Sales, Customer Service as well as Team Management with reputed organization. Adept at enhancing service quality norms by interacting with customers, securing business by achieving delivery of Financial Product solutions. Possess excellent interpersonal, communication & organizational skills with team management & customer relationship management skills. PROFILE Experienced and responsible professional, with excellent and proven track record of service acumen. Post-PGDM looking forward to work with a corporate (Indian or MNC) of repute.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Manager - Training and Quality
ICICI Prudential Life Insurance
Mumbai
10.2021 - Current
- Day to day management and delivery of the learning and development programs.
- Respond to training requests received from operations team and provide training solutions
- Create and implement learning and development programs
- Identify Training needs to Operations team, OJT and conduct development skills program
- Presenting data to senior management and creating the presentations for the same.
- Derive and enhance Product knowledge on day-to-day basis and end to end
- Design Bottom Quartile, OJT training module and implement to educate good practices as per industry standards
- Align with the Operations team for training needs, update new USP’s of product
- Be a part of the new product launch, gain knowledge and champion it for call center team
- Audit Call Quality Sheets and suggest changes on timely basis as per market dynamics, customer behavior changes
- Train the Trainers, Call Audits to Audit, Conduct Call Calibrations
- Be an Insurance Product Champion for Call Center team
- Project management expertise, experience rolling out training plans
- Industry studies, research on new methodologies in workplace for learning
- Develop range of learning designs, conduct needs analysis including the analysis, design, development, delivery and evaluation of training by third party and call center team.
Manager
Axis Bank Lts
06.2021 - 09.2021
- Managing customer complaints (MD Desk)
- Co-ordinating across channels for resolution
- Maintaining the TAT
- Establish correct expectations, enforce relief and resolve through effective communication
- Review and identify the root cause for all escalated service request
- Ensuring customer is updated with the status update for all the Service Requests
Manager, Admin Manager, Quality Analyst
Indusind Bank ltd
06.2013 - 09.2019
- A Internal Transfer as Compliance, Handling team of compliance officers
- Ensuring they meet the KRA
- Audits for Transaction done for the entire credit card contact center
- Auditing Night Shift calls
- Taking care of reversal grid offered to officers
- Internal reversal offered to Staff to be monitored
- Are you in your control audits for entire contact center (Credit card as well Banking)
- Ensuring the complaints are resolved and feedback is taken for the resolution
- Auditing customer feedback for the contact center and officers
- Ensuring entire contact center is 5s compliant
- Taking care of fire drills and safety training for the contact center
- Ensuring Carpet shampooing for the floor is done on regular basis
- CCTV audits to check discrepancy
- B Internal Promotion as a Quality & Training Manager Correspondence
- Internal Movement as Quality Manager for CCU (Correspondence) in 2017
- Process Improvement for better customer experience
- To manage the Quality coaches
- Generate reports
- Manage the queue TAT
- Ensuring high ageing cases are actioned on priority
- Conducting quality upliftment sessions with bottom quartile officers
- Conducting Mystery Shopping (Mock Emails/Calls) on the production floor
- Training for new employees for CCU
- Taking care of Nesting phase (Post on job training) of the new officers
- Take over the rebuttal discussion for the entire unite with external Quality
- C Internal Promotion as a Trainer
- Promoted as a Trainer in 2015
- To give process training to new joinees
- To help with joining formalities
- To conduct Induction program
- To prepare test papers and upload for all levels on internal software
- To take feedback sessions
- To take refresher sessions for the entire floor
- Managing the new joinee quality score for 3 weeks
- Team handling for the OJT batches
- Conduct Mock Call sessions
- Managing the floor fun activity
- To ensure the processes are simplified and revamped as per RBI standards
- To revamp and introduce new process
- Take care of employee suggestions
- Dissemination for any new topic (Update) to the leadership team
- Quality uplift for Correspondence Unit
- Taking sessions and grooming Quality Coaches
- Creating learning bites for correspondence team leaders
- Soft Skill training for correspondence team
- Part of the pilot batch for Indus Mobile banking
- Trained contact center officers to help and educate customer’s about Indus Mobile app
- Worked on Indus mobile usage scripts
- D Internal promotion as
- Call listening for floor officers
- Feedback sessions for bottom quartile officers
- Session to overcome from PIP
- Report & dashboard flashing
- Liaise with Operations team for process changes and revamping
- E Internal promotion as a SME
- Mentoring new joinees, assistance on call taking
- CSR Activity
- Ensuring maximum participation from the staff
- Managed Beach clean-up (Dadar)
- Active with a Support NGO (Rehabilitation) for street kids
- Arranged Blood donation camp for the entire Contact Centre department and collected 90 Units of blood
- Arranged for kitchen gardening session
- Nature walk arranged for the staff at Rajiv Gandhi National Park
- Christmas visit arranged at the old age home
- Diwali give away in Baal Vikas.
Customer Service Associate
Huchison Global Services
08.2011 - 10.2012
- Handled In-bound calls
- Sold new products to existing customer
- Managed up selling target of the team
- Handled AHT target of the team
- Resolved pending cases of the customers
- Managed customer cases for the team.
Customer Service Associate
TCS
10.2009 - 07.2011
- Handled In-bound calls
- Maintained Average handling time (Team) of my team mates
- Arranged necessary trainings and personnel developments programs for the team.
Internal sales Executive
YESpay International Ltd
09.2008 - 10.2009
- Made calls for sales of Software
- Ensured desired level of customer service
- Managed Retailers accounts and queries
- Maintained details of partner accounts and handled their queries
- Maintained high level of service standards to newly opened accounts
- Did cross sell of various third party products like E- commerce, gift cards and E Wallet etc…
- Arranged meetings for Field sales executives based in the United Kingdom (UK)
- Acquired new partners for exploring various business opportunities
- Involved in various marketing activities and in cross-selling of the products to existing partners and retailers to enhance product portfolio
- Helped the marketing department in preparation of newsletters and of PR activities.
Education
Diploma - Marketing Management
Welingkar Institute of Management Development And Research (WIMDR)
07.2010 - 03.2011
B.Com - computers
D.A.V.V University
07.2005 - 04.2009
Skills
Training solutions development
undefinedTimeline
Manager - Training and Quality
ICICI Prudential Life Insurance
10.2021 - Current
Manager
Axis Bank Lts
06.2021 - 09.2021
Manager, Admin Manager, Quality Analyst
Indusind Bank ltd
06.2013 - 09.2019
Customer Service Associate
Huchison Global Services
08.2011 - 10.2012
Diploma - Marketing Management
Welingkar Institute of Management Development And Research (WIMDR)
07.2010 - 03.2011
Customer Service Associate
TCS
10.2009 - 07.2011
Internal sales Executive
YESpay International Ltd
09.2008 - 10.2009
B.Com - computers
D.A.V.V University
07.2005 - 04.2009
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