Kunal Tailor

About Kunal Tailor

With over 15 years of expertise, I specialize in guiding organizations toward operational excellence through strategic planning, risk management, and project management. I am passionate about building engaged work cultures that drive collective success and foster continuous growth for both individuals and teams. In my current role at New York Life Insurance, I led a 20% quality improvement in customer service interactions, raising scores from 72% to 92% by conducting root cause analysis, spearheading improvement initiatives, and delivering targeted training. As a Workforce Planning Analyst, I optimized staffing with advanced Excel modeling, cutting overtime costs and increasing efficiency by 10%. My data-driven approach has directly contributed to a 15% improvement in decision-making for strategic initiatives. Earlier in my career, I managed high-stakes operations in aviation, overseeing 1,900+ aircraft across the North Atlantic and Caribbean airspace. This experience sharpened my skills in fast-paced decision-making, regulatory compliance, and team collaboration. I thrive on leveraging data analysis and cross-functional leadership to drive operational improvements that create lasting impact. I\'m eager to bring my diverse experience and results-oriented mindset to a new challenge where I can continue driving growth and operational excellence.

Experience

1. Manager

   New York Life

   May 2020 — Present

   Report to CVP, Client Onboarding; promoted to oversee and lead a team of 10+ customer service representatives. This team handles inbound and outbound calls, conducting life insurance underwriting interviews with clients.• Key responsibilities encompass ensuring high levels of customer and agent satisfaction, leading staff development initiatives, meeting service level and quality assurance targets, enhancing productivity, and effectively managing the inventory of new business applications.• Coordinated talent management, including recruitment, onboarding, and performance management, as well as managing strategic project management initiatives, considerably improving departmental efficiency and success.

Education

• Farmingdale State College

  Bachelor’s Degree, Aeronautics/Aviation/Aerospace Science and Technology, General

  2004 — 2006

• Empire State University

  Graduate Certificate HRM, Human Resources Management/Personnel Administration, General

  2012 — 2013