Pralay Ghosh has over 11 years of experience in back office operations, customer service, and call center management in both domestic and international markets. He has a track record of leading teams, improving processes, and increasing key metrics like customer satisfaction, revenue, and cost efficiency. His roles have included managing telesales, operations, customer service, collections, and complaint handling across multiple industries.

1. Pralay Ghosh
Mobile No. 7044158322 / 9823116302 Email: pralay.ghosh21@gmail.com
CARRER OBJECTIVE
With over 11 years of experience in international and domestic market in the domain of back office operation, customer
service and call centre management (out and inbound) and my career objective is to be an expert in telesales, back office
operation, customer service and collection or retention
CAREER OUTLINE
• A dynamic Manager of rich overseas & indigenous experience in conceiving, developing & executing covering
areas such as – telesales, operations, customer service, collection, complain handling and call centre
management
• Strong leadership traits and behavioral management skills along with excellent ability to coordinate across
different teams to bring out the best in all while creating a healthy and friendly work environment, ensure the team
members are given proper training and track the agent performance and plan accordingly
• Played a stellar role in motivating & handling personnel in multifaceted situations. Vast experience of developing
procedures, service standards for business excellence
• Deft in implementing innovative methods to bring about significant changes in the operations & customer service,
which improve CSAT, NPS and CES and increase customer loyalty
ROLES& RESPONSIBILITIES
Praxify
Pre sales, Data collection and Technical Customer Support (outbound and inbound call centre)
• Leading the customer support (10 members), lead generation (14 members) and data management (1 members)
team, identify the potential sales opportunity for B2C and B2B sales, via out and in bound tele calling unit
• Generating 20 crore business lead p.a from India and scheduling meeting in other countries (UK, US, Dubai &
Singapore)
• Monitoring the agent productivity, efficiency, SLA and adherence for inbound and outbound call centre unit
• Resolving the L1 & L2 level technical issue raised by customers’, by capturing detail information and explain the
same to Eng., QA and deployment team and publish the updated build version with clients’
• Publishing the pending request dashboard and analysis (RCA) with senior management with the strategies and
planning
• Trained and supervised customer service professionals to ensure good CSAT and NPS score
• Providing quality leads and RFI to sales, which increases the closure of sales by 23% and time by 15%
• Establish and implement departmental policies, goals, objectives, and achieving high cost benefit ratio (CBR)
• Planning and managing various outbound communications and digital communication with sales and existing
customer, share the report for each activities and plan the future activities and target segment
• Discussing with potential clients to determine technical and business requirements and ensuring that all necessary
information are collated prior to producing a solution (RFI documentation)
• Discuss the requirement or change request with product management team and inform client accordingly about the
timeline and involved cost, which help the CS team to generate revenue
TSL Marketing
Inside Sales & Operation (outbound tele calling unit) (Insurance)
(6 years)
Feb
2014
Apr
2008(2.10 years)
Subject Matter Expert Deputy Manager ••Manager – Inside sales
(.04 years)
Till Now
Mar
2005
Manager CS &
Pre sales
(2.4 years)
June
2014
Medical claim settler
(1.5 years)
Oct
2004

2. • Leading the sales operation for TSL Consulting, identify the potential sales opportunity for B2B and B2C (72
members)
• Administer staffing deployment and budgeting considering shrinkage, agent productivity and adherence rate
• Monitor the quality of leads which helps the customer for taking those leads in next step of sales process
• Lead weekly call and report sharing with client about the target vs. achievement and plan the campaign
• Enhance sales by 11% in 3 months and reduce the average delivery cycle from 45 days to 39 days
• Monitor the quality and plan / design training for tele caller, and ensure the accreditation is done before hit on the
floor
Birla Sun Life Insurance (Individual and Pension)
Renewal Collection, Operation and Customer Support (Inbound and Outbound Call center) for BANK
• Lead the BANCA channel partners customer service and back office operation unit of 46 team members
(reinstate, revival, change details, set-up standing instruction, refund, change payment mode etc)
• Liaising with MINACS (Call Centre) team for premium or due collection and special campaign status (42
members)
• Ensure delivering the service level and minimum shrinkage (planned and unplanned) and low attrition
• Delivered 30 Cr revenue distribution each year and make the unit profitable via maintaining low operational cost
• Discussing with seniors to implement changes in ACD based upon SBR and as per the analysis, which decrease
the CES
• Ensure the maximum agent productivity and cost benefit by implementing process, system and automation
• Implement incentive plan and linked with targeted quality and efficiency parameter
• Planning training for agents and implemented stringent accreditation criteria (L1..L4), to develop versatility and
level among team members
• Managing daily operations (47 process) for BANCA partners and create resources planning to achieve the target &
SLA
• Leading efforts for streamlining collection / retention & revival effective & time saving processes. The retention is
increased from 54% to 89%
• Reduced the operational cost 10% per by implementing automatic revival and revenue distribution process
• Liaising with various departments [Legal, Compliance & IT] to resolve channel partner or customer issues and
highlight the report with senior management for future strategies
• Managing the monthly, weekly & daily MIS through in-depth analysis and producing the actionable information
• Monitoring team & individual performance, design and implement monthly / quarterly incentive plan
• Attending to customers’ complaints and taking steps for effectively resolution with help of Legal and compliance
team
• Help the channel partner to respond any audit queries (internal and regulator)
• Manage more than two lacs request each year and achieved 92% TAT and publish the report with management
for resource and budget planning
Campaign and vendor management
• Manage the unit of 1 team member and monitor the performance of each campaign along with selection of vendor
• Ensuring various communication send to customer for retention and due notices and confirmation communication
• Mapping business requirements of clients and providing them customized solutions involving finalization of technical
specifications; giving presentations / demonstrations to clients
• Design and launch (SMS, E-mail, revival and revival etc.) various campaign which helps to enhance profitability for
organization
WNS –Ntrance (Norwich Union Insurance – UK) (Individual and Group Insurance)
Initially I was working as processor of client request. Later I got promoted as SME role and became one of the team member
for process transition. I’ve successfully transitioned 37 insurance operational processes from UK (Norwich & Stevenage)
to India and ensure smooth operation along with maintaining SLA and move the unit under BAU status.
• Implementation of the process training for new joinee in the team
• Maintain the TAT and Quality parameter to make the unit under billing
• Discuss with onshore client for any issue in processing and find a solution
• Create SOP for process and modified as per the need

3. • Resolve any queries raised by processor with help of onsite support team
TTK Healthcare (Health insurance and Mediclaim)
I was a processor of health insurance claim including pre and post hospitalization of expenditure. Also consult with medical
team for any doubtful claim received or confirm the prescribed treatment and diagnosis before initiate the claim processing.
KEY ACHIEVEMENT
• Selected for long term employee retention benefit across ABFSG
• Monitor revenue distribution of 30 crore for key channel partners
• Achieved double promotion from Sr. Exec. to Deputy Manager in the year 2011
• Nominated as a Role Model, Young Achiever and X Factor (BSLI) across ABFSG in consecutive 3 years since
2010
• Six times selected for Star of the month and one time Director Award in WNS-Ntrance
• Once awarded best processor from SDL in WNS-Ntrance
PROFESSIONAL CERTIFICATION
• Licentiate Certification from Insurance Institute of India
• FA1&FA2 (Life), which is conducted as per the same guidelines of CII (Chartered Insurance Institute) London
• LUTCF – Business insurance FA-251 and Retirement Planning FA-261
• NCFM – Financial Market certification from National Stock Exchange
ACADEMIA
• Bachelors of Science City College, Calcutta University, Kolkata Year 1999
• Diploma in Advance Computing[CDAC] Year 2002
• MBA in Operation from Indira Institute, Pune Year 2004
PERSONAL DOSIER
• Date of Birth :15 Dec 1981
• Marital Status : Married
• Passport: : F7735021
• Address : Bldg: A-9, Flat: 4, Vishnu Vihar Society, Bibvewadi-Kondhwa Road, Bibvewadi, Pune – 37