Mira Thakkar

Senior Manager Customer Service @ICICI Prudential Life Insurance Company Limited

Mumbai, IN

Job Description Manage policy servicing including financial transactions along with annuity servicing Automate transactions and achieve end to end closures on the same day Identify operational losses & mitigate the same Manage service level on all inbound emails (Escalation {received at MD desk}, Requests, First Time Resolution {FTR})through outsourced staff i.e. complete vendor management Identify avenues to automate the process Identify Cost Saving areas and implement the same Strategize Rewards i.e. RnR’s for vendor Ascertain process gaps and suggest process improvements Achieve “TOP 2” rating from customers for the process in transaction survey conducted by the survey agency Guide Operations team to improve quality levels Ascertain avenues to improve value added services to achieve overall business objectiveProjects Reduction in Operational Losses End To end closure of service requests on the same day Enabling Omni channel for policy servicing requests Repeat Reduction Overall Volume Reduction which leads to cost save Designed and implemented email module to enhance customer experience & reduce cost Automate reports which eradicates the dependency on MIS team Hired and trained new vendor “Epicenter Technologies” and setup email operations Initiated Value Added Services at Email Channel, template additions & rationalization Reduced the training time in a manner that attrition during training is controlled and quality is not compromised Planning and designing communication plan Have given support in critical projects-AHT reduction & reducing abandon calls for retentions queue, Improving Quality (meeting SLAs)

St.Isabels High School

Bachelor of Commerce (B.Com.)