Vivek K.

Supervised a team of 20-30 members in operations, ensuring compliance with daily and weekly targets, quality standards, and SLAs. Served as the Subject Matter Expert for Motor Insurance encompassing Break-in, Renewal, Retention, Claims, Refunds, and Escalation processes. Conducted analysis of daily performance dashboards and MIS reports to identify gaps and provide senior management with actionable insights. Promoted adherence to processes and quality improvements, supporting consistent achievement of high quality scores over multiple assessment cycles. Collaborated with cross-functional teams including Sales, QA, Training, and Product to address complex customer and operational challenges. Managed outbound, chat, and B2C/B2B interactions for Motor Insurance Renewal and Retention, aiding in persistency and cross-selling. Addressed high-impact customer escalations, refunds, and claim settlements to ensure timely resolutions and customer satisfaction. Enhanced productivity and reduced errors by training new batches on product knowledge and processes over a four-month period.