Santosh Kumar Jena

About Santosh Kumar Jena

I have over 10 years of experience in operations and sales management, with 1.5 years of experience as an Assistant Manager, during which I was responsible for revenue growth, Banking, Process development, People management,Key accounts management, Customer relations, Customer Success, productivity, escalation management, client engagement, Occupancy, reporting, presentation, leadership, reviewing performance, coordination, and developed policies which helped the process to move fruitfully. I have worked across various sectors of Insurance, Finance, and Digital Marketing products through different sales processes like Telle-sales Vertical B2C (Insurance and Finance), Inside sales process B2B (Digital marketing services, and software products), and BPO processes B2C of general insurance and the Non-Banking Financial sector. My experience includes over 4 years as a comprehensive Senior Team leader and over 4.8 years as a Senior Executive. I possess knowledge of design thinking, Change management, Attrition, Shrinkage controlling, and key parameters like SLA, AHT, FCR ATT,CSAT,ACW, Dsat, Nps, Workforce Management, Training, hiring, directing, delegating, controlling, and monitoring. Furthermore, I have experience in managing business, a wide range of teams, and certifications in analytics in Insurance. I have studied case studies from the insurance industry, Business analysis basics, Business Analytics with Excel and Power BI, and marketing Analytics with tools like Microsoft Power BI, Power Query, Power Pivot, Excel, and sales presentation with MS PowerPoint. With an MBA in International Business Management, I have acquired a diverse range of certifications that demonstrate my exceptional abilities in the fields of People Management, Performance Management, Business Process Management, Operations Management, Logistics Management, Supply Chain Management, and Inventory Management, Cloud computing in SaaS, IaaS, PaaS, Basics of Networking and telecommunications, Sales and marketing management, Economics of Money and Banking, Real Estate negotiation, Tours and travels management.

Experience

1. Assistant Manager

   TP

   May 2024 — Present · Chennai, IN

   Led team leads of 4 along with 70 tele calling operation associates to achieve 100 % of revenue growth of banking process, enhancing overall productivity and service quality of banking products.*Developed and implemented training programs to improve employee skills and Sales, customer service.*Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.*Managed client relationships, ensuring satisfaction and retention through effective communication.*Spearheaded process optimization efforts, resulting in increased efficiency and cost savings.

Education

• Tamilnadu open university

  Bachelor of Business Administration - BBA

  2016 — 2018

• K P science college

  12th

  2008 — 2010

• P C M high school

  10th

  2007 — 2008

• Alagappa University, Alagappa Nagar, Karaikudi

  Post graduation

  2021 — 2023

• Alagappa University, Alagappa Nagar, Karaikudi

  Master of Business Administration - MBA

  2021 — 2023