Dwaipayan Sengupta

 Managing complete Lapse revival bucket up to revival period and contributes directly in increasing the In-force book
 Managing premium pension portfolio nationally.
 Launched online payment option for lapsed policies
 Designing various contests for fields and managing them from start to finish.
 Cost-Benefit analysis of the contests launched and getting the same approved through management.
 Auditing and timely settlement of campaigns by coordination with procurement and finance team
 Managing late fee waiver campaign nationally
 Auditing and scrutinizing of bills submitted by vendors
 Managing 2 calling vendors and 1 cheque pick up agency for generating and closing of leads
 Monitoring and managing all forms of customer communication sent to lapsed customer base
 Verification of vendor IVR and call forwarding system to complaints cell at regular intervals
 Promoting and managing Orphan Customer Management Program with the enrolled top ranked advisors

 Looking after 5 customer retention and renewal collection of 5 states - Maharashtra, Goa, Gujarat, Madhya Pradesh & Chattisgarh.
 Maintaining Persistency of the region and generating business revenue by reducing lapsed bucket.
 Doing the RCA and retaining the free look or volunteer surrender customers.
 Resolving customer complaints received through field forces and customer walk ins at branches.
 Doing RCA and finding the gap in process to improve the collection from due lapsed portfolio.
 Managing 11 collection executives and 6 in-house tele-callers.
 Managing 2 collection agencies across the zone
 Cash management and receipt reconciliation to check deposit TAT and compliance.
 Coordinating with 12 Corporate Agency & Broking Partners and 9 Banca Partners and using there respective distribution team for renewal collection across West.

 Handling a team of 14 CROs and responsible for Persistency & SNAP operation of Bihar, Jharkhand, Orissa & Chhattisgarh.
 Generating new business through the pool of orphan policy holders with the support of 8 executives
 Providing excellent support to the large pool of orphan policy holders & pulling down customer attrition
 Resolving customer complaints received from field and channel partners.
 Doing RCA for the loop holes and identifies the process flaws.
 Managing HSBC Premier base and provide the necessary service whenever required.

 Engaged in the service as Executive - MIS & QRC.
 Responsible for overall MIS & Customer Complaint Management Operations of Total West Bengal Circle.
 Monitoring Prepaid customer churn.
 Maintaining prepaid grace customers’ data and analysis.
 Handling customer complaints for total Bengal circle both Interconnectivity, Balance & Network related.
 Preparing & controlling of all circle level reports and ensuring smooth flow of operations & SLA adherence.
 Maintaining healthy relationship with Switch & Network Engineers for early resolution of complains.

 Preparing Market Share Report of both Bharti and Competitions in Kolkata circle.
 Maintaining retailer database and their activation details of Kolkata circle.
 Maintaining daily gross activation, gross churn and revenue earning customer MIS for Kolkata circle.
 Solving customers and dealers problems.
 Responsible for timely closing of Sales related escalated issues through ECRM.

 Engaged in the project of Reliance Infocomm as Dispatch Team In charge in the Regional Head Office.
 Handling a team of 14 executives.
 Managing overall inward & outward logistics movement of Dispatch Section.
 Monitoring the whole ENTRY process of CAFs & RETURN BILLS.
 Processing & Despatching Legal Letters to the defaulter customer and maintaining defaulter customer database.

 Managing inward & outward logistics movement.
 Managing freight clearing from customs department with the help of clearing agents.
 Coordinating with logistics partners for timely delivery.
 Processing cheques and generating PIS for banking.
 Responsible for after sales services.