Tenny Thomas Mathews

• Manage two call centers, ensuring customers understand policy terms before issuance
• Reduce mis-sales and complaints to mitigate reputational risk
• Ensure policy cancellations and refunds within specified TAT
• Coordinate with Sales and other departments for faster policy issuance
• Conduct internal audits to mitigate risk.

• niManaged all email request received at the company's service email id
• Managing two call centres with 200+ head count for handling Email & Chat queries
• Ensuring all queries and request received via emails are responded on time
• Monitor and drive operational metrics at the call center like productivity, quality, VOC
• Ensure all client escalations are close looped within regulatory guidelines
• Reviewing call center, ensuring their training, and hiring standards are maintained
• Coordinating between departments to resolve client concerns on time
• Improving voice of the customer at call center by reviewing client feedback
• Implementing process improvements within relevant teams.

Managed the inhouse call center of Jio with a 300 + Head count

Over saw quality training and hiring o chat process

• Monitor and ensuring operational metrics like Service levels, productivity, quality, voice of customer are as per set standards
• Training and consequence management
• Reviewing customer feedback to gather insight on process improvement
• Identifying and implementing Process improvement ideas and projects.

• Managed a team of agent via chat for the Mumbai location
• Provide technical and billing support to UK based clients
• Contract renewals to sales was also managed via chat.

• Supervised day-to-day operations to meet performance, quality, and service expectations
• Improved customer satisfaction by addressing and resolving complaints promptly
• Developed strong working relationships with staff, fostering a positive work environment
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects.

• Managed inbound and out bound processes
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
• Worked with team to identify areas of improvement and devised solutions based on findings
• Supervised team members to confirm compliance with set procedures and quality requirements
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Resolved technical issues, billing queries and retained clients
• Mentored junior advisors, sharing industry knowledge and best practices to enhance team performance
• Trained new and existing employees on customer service best practices to improve overall customer handling skills
• Promoted customer loyalty programs to increase customer retention and repeat purchases
• Monitored customer service operations to confirm compliance with quality standards
• Preparing reports and presenting monthly review slides.

• Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory
• Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution
• Optimized sales pipeline management through diligent follow-ups on leads, resulting in higher conversion rates across the territory
• Organized regular training sessions for team members to enhance their product knowledge and overall sales skills
• Managed sales pipeline effectively by prioritizing high-potential prospects while keeping track of potential opportunities at various stages of development.