Chaitali Koli

Supporting high-value/high-potential sellers to ensure revenue growth. Handling VAT related queries and bad buying experience rates for cross-border trade. Providing reactive support via email, chat, and WhatsApp. Analyzing buyer behavior and purchase history to increase seller retention. Handling chargeback disputes and onboarding new sellers. Providing feedback to management on seller pain points and conducting proactive outreach on new policies.

Worked on employee coaching, training, and development. Imparted product knowledge on motor, travel, health, and personal accident insurance. Prepared insurance quotations and renewal documents. Created digital content for employee portals. Liaised with leadership for on-the-job training and certifications. Measured team performance via NICE tool and documented root cause analysis of defects.

Prepared daily and monthly reports. Focused on process improvements for customer satisfaction. Managed lead generation via CRM next. Published performance trends for customer service and tele-sales teams. Provided constructive feedback and conducted certifications for team members. Designed quality forms for call evaluation.

Joined as executive for complaints handling and promoted to Quality Analyst in 2015. Performed Root Cause Analysis for escalated complaints. Imparted knowledge on insurance products and claims processes. Monitored quality using speech tools like Harmony. Published quality and defect reports. Handled inbound/outbound calls, lead generation, and sales conversions.

Handled complaints for corporate/IBG customers and international carriers. Coordinated with local customers like MTNL and BSNL. Managed email communication regarding information requests, escalations, and billing. Prepared process reports and assisted junior agents. Handled floor management in the absence of the Team Leader.