Tableau
Pallavi Deb, CSSBB
Bloomington,United States
Summary
A seasoned leader with over a decade of experience in the Call Center Industry, demonstrating a consistent track record of driving solutions and elevating performance through strategic planning and execution. Excel in dynamic environments where rapid adaptation is key. Skilled in building strong relationships with internal team members and external clients, understanding their needs, and effectively communicating value propositions. Proficient in analyzing industry trends, enforcing compliant sales and high-value enrollment (HVE) behavior, and managing sales and HVE analytics to optimize performance. Adept at leading and developing sales and HVE teams, fostering a positive culture, and driving continuous improvement initiatives. Dedicated to ensuring operational effectiveness, meeting goals and deadlines, and exceeding performance goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Bloom Insurance Agency
09.2022 - Current
- Directly manage team of 14-16 Floor Managers and 6 - 7 program managers
- Provide strategic solutions based on data analysis
- Actively participate in revenue planning and cost-cutting
- Manage budget and funding channels for maximum productivity
- Strategize, implement and maintain program initiatives that adhere to organizational objectives
- Maintain organizational standards of 95% - 97% satisfaction, quality, and performance
- Work closely with project sponsors, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
- Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
- Continuously identify key requirements needed from cross-functional teams and external vendors.
- Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders
- Analyze performance metrics by channel, state, and agent, identifying trends and implementing targeted performance improvement plans that enhanced performance
- Create, review, analyze, monitor, and maintain reports using Excel and BI tools (Tableau, Power BI)
- Formulate strategies and offer solutions that are data-driven, thereby meeting sales and HVE goals
- Successfully reduced disenrollment rate to less than 5%, reduced RFIs by 65%, and improved overall team's RTS status by 90%
- Educate constituents on multiple carrier-specific policies, product information, and procedures as well as industry issues and related current key business issues
- Document and maintain repository for all solution overviews, specification documents, standard workflows, and carrier/program-specific modifications
- Guide and mentor sales and HVE teams and provide coaching to achieve identified goals and quotas.
- Assist in recruiting, hiring, and training of team members.
- Reduce operational risks while organizing data to forecast performance trends.
- Oversee day-to-day operations of the department while maintaining strict adherence to internal policies and procedures.
- Initiate cost-saving measures throughout the organization that contributed significantly toward overall expense reduction targets.
- Drive strategic planning efforts alongside executive leadership team members to ensure alignment with organizational objectives.
- Optimize resource allocation by conducting regular performance reviews and implementing employee development plans.
- Manage cross-functional teams for successful project completion, resulting in increased client satisfaction.
- Contribute to tactical planning, ensuring quality interactions with clients and enhancing overall operational effectiveness, resulting in improved client satisfaction scores and operational efficiency.
Program Manager
Advise Insurance Agency/Bloom Insurance Agency
07.2021 - 08.2022
- Strategized, implemented, and maintained program initiatives that adhere to organizational objectives
- Developed program assessment protocols for evaluation and improved processes and outcomes by 60%
- Achieved a 12% sales conversion goal for the department
- Devised new programs that support the organization's objectives
- Evaluated and assessed the programs' strengths and weaknesses
- Monitored multiple projects and oversaw 21 supervisors to ensure goals are met
- Tracked enrollments and other key performance indicators for the team
- Tracked and evaluated data and reporting to find trends and outliers
- Applied change, risk, and resource management
- Assessed program performance and aim to maximize ROI
- Implemented solutions driven by data analysis
- Provided and closed over 600 RFIs
- Worked on several cross-departmental projects.
Team Lead
Advise Insurance Agency/Bloom Insurance Agency
08.2020 - 07.2021
- Provided face-to-face and/or virtual coaching to improve the team and individual performance
- Managed morale and motivate employees to perform
- Offered feedback for process improvement and development
- Engaged in and resolve customer service issues
- Live monitor calls and life coach
- Tracked enrollments and other key performance indicators for the team
- Mentored and documented performance issues
- Supported company policies and decisions
- Tracked individual attendance and performance
- Worked on several miscellaneous projects as and when assigned
- Conducted interviews for candidates and nesting after corporate and sales training.
Licensed Insurance Agent
Advise Insurance Agency/Bloom Insurance Agency
09.2019 - 08.2020
- Assisted callers quickly and professionally by fielding inbound calls to answer their questions and enroll them in a health insurance plan
- Reached out via outbound calling to current members
- Achieved 12% sales conversion
- Provided accurate information to prospects and help them choose a health insurance plan
- Communicated effectively with prospects and plan members over the phone
- Navigated between websites and software to assist callers requesting information.
Sr. HR Executive
E-Team Inc
10.2013 - 05.2014
- Generalist: Rolling out offers, Induction, Team management, Employee activities, Conducting events
- Recruitment: Achieved individual revenue target, Built and maintained relationships with client contacts and decision-makers, Scrutinized the resumes, and interacted with candidates to understand their capabilities, strengths, and limitations
- Recruitment planning regarding targets, designing an action plan to achieve the number
- Shortlisted prospective candidates for the interviews
- Searched for candidates on various Job Portals (Naukri, Job diva, Monster, career builder, Times Jobs, and internal Database)
- Headhunted the candidates for Walk-Ins for various clients (Bulk and Lateral)
- Conducted reference/background checks when required.
Sr. Operations Mgr/General Mgr, Call Center
Kaizen Global Services
11.2010 - 03.2013
- Joined as a C.S.R (Nov'10-June'11)
- Client servicing and sales (Kaizen Camera, digital image processing) (July'11- Dec'11 & May'12-Sept'12)
- Team Leader Client servicing and Operations Manager (Kaizen Camera, digital image processing) (Oct'12-March'13)
- Strategized, implemented and maintained program initiatives that adhere to organizational objectives
- Developed program assessment protocols for evaluation and improvement
- Maintained organizational standards of satisfaction, quality, and performance
- Oversaw multiple project teams, ensuring program goals are reached
- Managed budget and funding channels for maximum productivity
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Worked closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
- Managed program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
- Continuously identified key requirements needed from cross-functional teams and external vendors
- Analyzed, evaluate, and overcome program risks, and produce program reports for management and stakeholders
- HR and Analysts (In-house trade directory, globetradex.com) (Jan'12-April'12)
- Produced accurate reports on team performance for senior managers
- Prepared daily workloads for staff & coordinating the daily allocation of work
- Handled new client inquiries and acting as the face of the business
- Resolved problems and issues which arise
- Worked with the sales and marketing team to drive sales forward
- Mentored and trained up junior and new staff
- Monitored & reported on standards & performance targets
- Arranged & chaired weekly team meetings, focusing on targets & achievements
- Implemented new initiatives
- Involved in the recruitment of new staff
- Ensured all administrative and IT records are entered and updated correctly
- Provided prompt and accurate information on individual performance.
HR Executive
Hay Maker HR services
01.2009 - 01.2009
- Generated new clients
- Collected payments from clients
- Coordinated interviews of candidates with various clients & internal groups and followed up for feedback
- CV searched through portals, cold-calling, head-hunting, and sending emails to deserving candidates
- Arranged follow-ups with the candidates regarding the acceptance of the offer and the joining dates and ensure the candidates join the organization
- Headhunted specific profiles as and when required
- Posted portal ads and fulfilled recruitments timely
- Worked on MIS and updated the database of prospective hires
- Exceeded and met departmental objectives, including conversion of targets, and lead generation
- Strived for new ways continually, to increase the opportunities for sales
- Recruited Candidates in all levels starting from CSE/Agent, MIS Exe, QCE, Team Leads, Asst
- Managers, Team Managers, Group Leaders, Service Delivery Managers, Program Managers, Operations Managers, Sr
- Managers, AVP.
Skills
- Critical Thinking
- Cross-functional communications
- Employee relations and conflict resolution
- Hiring and Onboarding
- Delegation
- Effective Communication
- Project Planning
- Leadership
Certification
- Six Sigma Black Belt (CSSBB), International Six Sigma Institute.
- Health Insurance License, Indiana
- AdWords and Analytics, The Digital Marketing Training Institute.
- Tableau Certification, Simplilearn.
Software
Power BI
Timeline
Operations Manager
Bloom Insurance Agency
09.2022 - Current
Program Manager
Advise Insurance Agency/Bloom Insurance Agency
07.2021 - 08.2022
Team Lead
Advise Insurance Agency/Bloom Insurance Agency
08.2020 - 07.2021
Licensed Insurance Agent
Advise Insurance Agency/Bloom Insurance Agency
09.2019 - 08.2020
Sr. HR Executive
E-Team Inc
10.2013 - 05.2014
Sr. Operations Mgr/General Mgr, Call Center
Kaizen Global Services
11.2010 - 03.2013
HR Executive
Hay Maker HR services
01.2009 - 01.2009
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