Karan Raina
Assistant Manager-customer Services Operations @Tata AIA Life Insurance
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WORK HISTORY
Assistant Manager-customer Services Operations @Tata AIA Life Insurance
Mumbai, IN
Spearheading deployment of an AI voice bot (Yellow.ai) to automate customer inquiries, targeting 60% resolution at IVR stage.• Developed a complaint management system to track team performance, enhancing accountability and improving complaint resolution efficiency.• Reduced IRDAI grievances by 30% by analyzing trends and establishing a dedicated escalation desk with trained specialists.• Optimized costs by ₹2.5L through data enrichment (1.2L+ policies) and targeted WhatsApp/email campaigns.• Implemented voice analytics (100% call/email coverage) to drive insights, improving service metrics and projecting annual savings of ₹25L.• Revamped customer service portal, reducing escalations and boosting NPS by 10 points via cross-functional feedback strategies.
ABOUT KARAN RAINA
I thrive at the intersection of technology, strategy, and operations—transforming…
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