Yogesh Bobade

RESUME CARRER OBJECTIVE Seeking an organization to attain a position of eminence where my skills and knowledge can be shared and enriched. Key Skills- Team leader ,team Manager ,team handling , customer service , customer engagement ,email writing, customer complaints KYC, MIS reports, Analysis ,recruitment, UAT testing, MS Excel ,Power point, MS word Domain expertise: Insurance and Payment getaway. PROFESSIONAL EXPERIENCE: 1. Ingenico E- Payment Company Ltd(December2018 to Sep 2020) Role- Group Leader Responsibilities- Team leader of 12 team members who provided customer service to customers/merchants for their payment related queries. Handled generic email ids where we receive queries and complaints of customers/merchants through CRM. Replied to escalated queries and complaints via email and calling. Other queries and complaints are handled by team members. Assisted team members in their customer/merchant queries and complaints QC of email replies which is sent by team members. Prepared drafts other than standard drafts and get approved from compliance as and when required. All support to merchants/customer whenever required. Followed up with different departments for resolution of queries and complaints. Taken feedback forms and emails from customers/merchants and analysing them Lead calling to HNI and UHNI customers and conversion. Further follow up is done by team members. Prepared different MIS’s, RCA, different analysis and published to all stakeholders on regular basis. Followed up with IT team for resolution of queries and complaints. Followed up with IT team to get CR’s completed within time. UAT of CR’s and shared findings and observations to IT team Found out bugs in UAT and production highlighted the same to IT team and get it rectified Assisted team members in their day to day activity for resolution of pending queries. Allocated work to team on daily basis and get it completed within prescribed TAT. Updated team to new processes and changes in the system Motivated team to do good and productive work. Conducted different sessions for team like brain storming session, feedbacks, revision on new updates. Handled all the queries of the team related to work and HR. Conducted Appraisals of team, setting goals, reviews, one to one discussions etc. Prepared process notes of different process. 2. Aegon life Insurance Company Ltd- (July 2018 to Dec 2018 )- Working as team leader E- sales Operations Department Providing all support to online sales which includes direct customers and also policy sourced from E-sales team. Team leader of 14 employees who do scrutiny of new business applications on basis of AML guidelines i.e. KYC documents and who also providing customer service to customers for their E-insurance Assisting team members in their day to day activity for resolution of pending and issuance of policy. Allocating work to team on daily basis and get it completed within prescribed TAT. Updating team to new processes and changes in the system Motivating team to do good and productive work. Resolving the queries of team regarding KYC and financial documents as per AML guideline Replying to escalated queries and complaints via email and calling. Other queries and complaints are handled by team members. Assisting team members in their customer queries and complaints Assisted sales team in their queries ,clearance of pending and issuance of policy QC of email replies which is sent by team members. Preparing drafts other than standard drafts. All support to e- insurance till issuance of policy. Follow up with different departments for resolution of queries and complaints. Follow up with underwriting team for issuance of policy. Coordinating with TPA and customers for medicals. Preparing different MIS’s, RCA, different analysis and publishing to all stakeholders as and when required. Follow up with IT team, new business team for resolution of queries and complaints. Follow up with IT team to get CR’s completed within time. UAT of CR’s and sharing findings and observations to IT team Find out bugs in UAT and production highlighted the same to IT team and get it rectified Handling all the queries of the team related to work and HR. 3. TATA AIA Life Insurance Company Ltd(December 2013 to November 2017) Working as senior executive- Customer service (operations) -web sales (online channel) and Digital support team Responsibilities- Provided all support to online and an offline sales which includes direct customers and also policy sourced from different channels like agency, DSF, Banca. Assisted sales team in their queries ,clearance of pending and issuance of policy Team leader of 5 team members who provided customer service to customers for their E- Insurance. Handled generic email ids where we receives queries and complaints of customers Replied to escalated queries and complaints via email and calling. Other queries and complaints are handled by team members. Assisted team members in their customer queries and complaints QC of email replies which is sent by team members. Prepared drafts other than standard drafts and get approved from compliance as and when required. All support to e- insurance before and after purchase of policy. Followed up with different departments for resolution of queries and complaints. Followed up with underwriting team for issuance of policy. Coordinated with TPA and customers for medicals. Taken feedback forms and emails from customers and analysing them Team members called to the customers after launching any new products and provide information Performed different customer engagement activities like sending welcome emails from generic mail ids, well come calling, reminder callings. Mails and SMS to customers on various occasions like Diwali, New Year, birthday etc. Lead calling to HNI and UHNI customers and conversion. Further follow up is done by team members. Prepared different MIS’s, RCA, different analysis and published to all stakeholders on regular basis. Followed up with IT team, new business team for resolution of queries and complaints. Followed up with IT team to get CR’s completed within time. UAT of CR’s and shared findings and observations to IT team Found out bugs in UAT and production highlighted the same to IT team and get it rectified All support to online tab business. Team leader of 10 employees who do scrutiny of new business applications on basis of AML guidelines i.e. KYC documents. Assisted team members in their day to day activity for resolution of pending and issuance of policy. Allocated work to team on daily basis and get it completed within prescribed TAT. Updated team to new processes and changes in the system Motivated team to do good and productive work. Resolved the queries of team regarding KYC and financial documents as per AML guideline. Conducted different sessions for team like brain storming session, feedbacks, revision on new updates. Handled all the queries of the team related to work and HR. Conducted Appraisals of team, setting goals, reviews, one to one discussions etc. Prepared process notes of different process. Worked on different projects of the team like benchmarking, Time study. Attended 1 day training on six sigma yellow belt. 4. SBI Life Insurance Company Ltd Working as Associate- Operations (Client Relationship) October 2010 to December2013 Responsibilities: Handled complaints received from IRDA and MD office. Handled customer queries at Central Processing Centre and providing optimum resolutions to the customer within the prescribed TAT. Ensured that all the Service Requests are addressed within the stipulated TAT and defined specifications Co-ordinated with branches and other departments wherever necessary to ensure timely closure of the complaint and queries Handled V care calling and given resolution to the customers. Where customers send SMS for their queries and also ask information about new products Taken feedback forms and emails from customers and analyzed them Prepared fort nightly, monthly and quarterly reports of the various processes carried out by department and shared with the higher authorities. Analyzed different reports as and when required and shared with the higher authorities. Provided adhoc MIS to the stake holders as and when required. Prepared presentation of the regional performances on monthly basis. Rated all branches in India on the basis of their monthly complaint resolution and shared with the regional directors. Monitored Integrated Grievance Management System operation (a website by Insurance Regulatory and Developmental Authority) as an SBI Life admin. Monitored the operation of import – export and batch upload – batch download of data by SBIL and IRDA should go smoothly. Assigned the complaints from IRDA to region vise team leaders UAT of IGMS which is CRM module for IRDA complaints. Handled IGMS system of the Department which is related to IRDA. Provided active contribution in ISO implementation, prepared different SIPOC’s of the departments. Attended walk-in customers and phone calls.   Departments worked:         Client Relationship Web sales- Online channel Digital support team New Customer Initiatives and Projects. B.V-Care SMS Solve (The project was awarded with “Best Innovation Idea” award by BNP Paribas, France in 2010-11)           Projects Handled: IGMS (Integrated Grievance Management System (IGMS), a website integration of SBI Life Insurance Company and IRDA) SMS – Solve (A SMS based service to resolve the queries and complaints of the customers at fast track mode)  CRM (Complaint Resolution Module, have handled part of UAT) Benchmarking Time Motion Study 3. TMC Measuring Instruments Pvt. Ltd. Worked as Junior Engineer (Quality Control Department) March 2007 to October 2007 Responsibilities: Calibration of different measuring instruments. Tested different components by using profile projector. On site calibration of measuring instruments. Responsible for decision taken regarding calibration and testing. Co-ordinated with customers for problems related to their components and suggests solution to it. Given demonstration of profile projector to customers. 4. Hawkins Cookers Limited Worked as Graduate Trainee Engineer (QualityControl.Dept.) Feb 2006 to Feb 2007 Responsibilities: Responsible for maintaining quality standards of different raw materials, semi finished and finished components. Practical trial of materials and component in urgent situation. Interacted with outhouse testing laboratories for mechanical testing and chemical analysis of raw materials. Responsible for posting of GRR’s of received components and raw materials on ERP software. Indirectly Responsible for vendor’s payments. Coordinated with other departments for their material requirements. Co-ordinated with vendor’s for problems related to components Achievements- Atlas Award for the Month of December 2016 for good work. Received several Star Awards for good work in the year 2016 and 2017. Completed Special Program of Speed of TATA AIA Life in the Year 2016-17. Completed exam for LOMA 280 Paper1. EDUCATIONAL QUALIFICATION MBA(Finance), ICFAI University, - May2010 A.D.B.M.(Finance), ICFAI University, -Feb 2009 D.B.M, ICFAI University -April 2008 BE.(Production), Walchand Institute of Technology, Solapur, June 2005 Additional Qulification Passed Customer relationship Management and business Communications papers from symbiosis with 91% in 2017 Passed LOMA 280 insurance paper with 82% in 2017 PROJECT WORK: “Modification and Redesign of baby care unit “Sponsored by “Saimeditek Systems, Ahmednagar.” Work Details: Minimization of cost and weight by material change, removing unnecessary material and adding necessary functions. Skill Developed: Quality, Purchase, Planning, Design and manufacturing. VACATIONAL TRAINING: “Visakhapatnam Steel Plant” -Visakhapatnam steel plant is one of the leading steel manufacturing companies in India. Duration: One month. Work Area: All departments were observed and studied SEMINAR: Presented a Seminar on “Bluetooth technology” - one of the wireless technologies which is now a days used extensively in mobile and computer. COMPUTER LITERACY: 1) C and C++ Programming 2) Desktop Management Skills. Personal information: Name:Bobade Yogesh Anant Date of Birth:23/01/1983 Languages known:Marathi, English, Hindi I hereby declare that the particulars given here in are true to the best of my knowledge and belief. Date: Place:Yogesh A. Bobade