This document provides a summary of Unnati Kachhela's work experience and qualifications. She has over 15 years of experience in customer service, contact center management, and team leadership roles. Currently she works as a Deputy Manager at Indiafirst Life Insurance, where she manages a team that supports bank branches. She has previously held similar roles at other insurance and financial services companies. Her areas of expertise include customer service, people management, training, and process improvement.

1. UNNATI KACHHELA D.O.B - 3 August, 1983
Hand phone: (+91) 98928 15795, E-mail: unnati308@gmail.com
Location : Mumbai (Borivali –w)
Contact Centre & Customer Service Management
Specializing in Client servicing, Contact centre handling & Team Management
OBJECTIVE: Develop knowledge, skill and attitude to work competently in concerned department and to
make achieve the team to the highest level of customer satisfaction, quality standards & help achieving
company’s targets.
PROFILE:
Accomplished and integrity-driven professional offering over 6 years of working successfully with
strong concentration and enormous success in Contact center team handling, Client
Servicing,Operations,Training,Process Improvements& Team management mainly for insurance &
service industry.
Recognized as a savvy leader with strengths like Planning, Repo-building, Team handling, Projects,
Communication skills. Pro-activeness & Zeal to learn new things & do things in a different way with
complete independence on work. Ability to motivate team in achieving him best as a team & grow
individually as well.
Areas of Expertise: (IRDA certified Person)
> Customer Service & Contact Centre Team Management > People Management, Team Building &
Leadership
> Excellent with Communication & Interpersonal Skills > Zeal to learn & do new things out of the box
> Training –Quality improvement &Projects & Process Management > Building Strategies for improvement
> Time Management & Multitasking > Vendor Management
Work experience
Indiafirst Life Insurance Co. Pvt. Ltd. (Deputy Manager –Contact Centre Team Management (Jan, 2013-
Till date)
Initial Profile (Team Leader):
• Monitor the call flow and to ensure that the abandoned calls are within the specified limits.
To make roster for the Call Centre agents and to ensure availability of sufficient manpower for smooth
operations.
• Barging Agents calls & guiding them where they can improve
• Regular review of the Customer complaints and provide appropriate solutions and alternatives within
the time limits and follow up to ensure resolution.
Support technology initiatives and provide inputs to improve the business. Train all resources on the
changing technology enhancements.
Highlight customer complaints and take necessary steps to resolve within the specified timelines and
take corrective action in line with company policy.
Maintain clear line of communication at all levels and have periodic review with the team.
Identify any Process gap & do process improvements on the same.
Generate daily report and share the same with the Call Centre agents.

2. Current Profile: (Deputy Manager):
• Handling a Team of Phone support executives who supports the BOB branches for any service or sales
related issues.
• Preparing Projects for Improvement
• Maintain a good repo with the Staff of BOB branches & also with field managers to get their best
support.
• To supervise the responses provide by the Phone support executives & provide training on the areas of
improvement.
• Responsible for getting achieve the team sales targets as well.
• Regularly barging the phone support executives calls so as to provide inputs for the call quality
improvements both for service & sales.
• To prepare reports & MIS on the overall productivity of the team with TAT & provide them feedback
on areas of improvement on regular basis.
• Proactively doing projects for process improvements if any.(Currently have taken care of CRM project
& Rapid )
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Crimson Interactive Pvt. Ltd. (A language Solution company dealing with Editing, Translation &
Transcription) (Projects-Client servicing)
December 2010-April 2012
Job Profile: Supervising the Process of any written or oral communications sent to clients for any
Service related issues & Doing projects & trainings to improvise the process and make it more flexible
for the Clients & profitable for the company.
• Supervising the Invoices or any documents sent to the clients for payment related subjects & assure that
all the relevant information should be covered in the Invoices.
• Providing suggestions for any customize Invoices to be sent to the client as per the client’s special
request.
• Supervising all the emails sent to the client for payment related subjects.
• Preparing Power point presentation for any change in process done as a process improvement.
• Presenting the presentation to the team & train them on the new process – Explaining them the impact
or the results that is anticipated by implementing the new process.
• Preparing documentations for any new process introduce in the team & accordingly explain the same to
the team. Providing feedback to executive for improving on any errors made & guide them through the
process as & when there are any changes in the process.
• Providing continuous feedback to the virtual customer service member on the area of improvement on
calls. Training them as well for any difficulties faced by them while taking the calls of the clients.
• Analyzing the processes as a whole & implement projects for removing the loopholes in the process &
making it more organized & error free.
• Preparing & submitting reports on the team productivity & Complains.
• Building a good repo with all the internal & external Clients to have the work done on priority.
• Pro-active learn new things & processes of other dependent departments.
HDFC Standard Life Insurance Co. Ltd. Mumbai: (Grievance Unit)
April 2010 – December 2010
Job Profile: Handling highly escalated service issues cases which are routed through medium of
emails, snailmails or & walking customers. (Cases which are addressed to Md’s, manager’s escalation
desk, etc.)

3. • Acting as a single point depository for all the complaints addressed to higher authorities through various
touch points. (Complaints received through the medium of emails,snailmails or walking customer’s)
• Evaluating all the complaints /correspondence received by HDFCSL branches or service help lines.
• Coordinate with internal & external customers so as to identify & analyze the root cause of the
• Complaints.
• Identify the grey areas & proactively plug the gaps which resulted into complaints.
• Maintaining MIS on weekly basis on the departments responsible for the occurrence of complaints &
share the same with higher authorities of other functions & departments to highlight such gaps, this
results into process improvements.
• Responsible for end to end ownership of customer correspondence.
• Building a repo with branches & other internal departments to have the work done on priority.
• To resolve the complaint well within specified TAT & ensure the best quality closure.
• Collate & send the final findings & response to the customer for the resolution provided for the
• Complaint.
Aviva Life Insurance Co. India Ltd. Mumbai: (IRDA Certified - Financial Planning Advisor)
April 2009 – April 2010
Job Profile: Generating business for Insurance company through Natural Market and Cold calls.
ICICI Prudential Insurance Co. Ltd. Mumbai: (Central Operations, Insurance)
April 2007 – April 2009
Job Profile: Co-ordination with branches and timely settlement of customer complaints (HNI and non-
HNI & also Handling QOC for the team)
• Leading a team of 5 agents handling complaints and requests received from branches for non-HNI
insurance policies.
• Personally supervising & authorizing the transactions done by the & also doing Quality Checks on the
transactions done by them on different parameters.
• Calculating & publishing Sigma Scores MIS of the team & according giving them feedback on the
same for the area of improvement.
• Coordinating through mails with Branches, customers & internal departments for resolving the
complaints & giving the best service and hence have always maintained a good repo with branches &
other internal departments to have the work done on priority.
• Acting as a one point contact between the branches & customer’s across pan India.
• Resolving the customer’s complaints & requests by doing the necessary transaction in the policy for the
HNI cases.
• Processing necessary transactions in policies like complaints related to SA, premium, Rider changes,
NAV related issues etc.
• Provide error free & timely resolution (within TAT) on the complaints as to give best customer service.
• Analysis the complaint data handle & proactively take projects to remove those loopholes for making
process improvements.
• Vendor management – Included proper handover of the process to them, preparing & presenting
presentations on the processes, giving them system & process training on the entire processes handled.
E-Serve International: Citiphone Officer (Global - credit cards, bank accounts and mutual funds)
June 2005 – November 2006
Job Profile: Attending to customer queries of CITIGOLD customers – the premium customer group of
Citibank.
• Attending to queries of the CITIGOLD credit card holders, bank account holders and mutual fund
investor group and timely resolution

4. • Effecting the ‘whole package’ of transactions for the customer group including making of bank drafts,
funds transfer between bank accounts, demat account transactions like transfer of shares, mutual funds
redemption and subscription to various schemes, etc.
• Cross selling of retail banking products i.e. personal loans, conversion of credit card dues for corporate
customers into interest-bearing installments for the bank.
• Played the role of a ‘Back-up Supervisor’ (Not on papers) & assisted the Supervisor in execution of his
duties. Work performed by me in this regard included :
_ Maintaining & Publishing MIS on the QOC done for the team as well as on productivity.
_ giving them feedback for improving on the parameters of errors done & calls taken.
_ ensuring that the team achieves its monthly targets
_ supervising the chargeability of the team members
Appreciation at work
• Have won Performer Award as a Deputy Manager twice (At IFLIC)
• Have been given a Special project to work on CRM & Rapid for Process Improvements (At IFLIC)
• Won ‘Howzaat’ and ‘Striker’ awards consistently at ICICI Pru. The awards signify working towards
achieving the company’s vision of ‘acting boundary less and out of the box’. First candidate in the
department to have received the first of such awards in the second month from joining
• Though not expected at work, proactively taken responsibilities and laid down process improvement
procedures for other teams. Prepared and conducted presentations and training sessions for the same.
Bagged a lot of appreciation from IPRU management and awarded for the same.
• Increment at E-serve in the ‘Performance bonus’– variable pay component twice in the year during the
tenure
Education
• Completed graduation in Commerce from Mumbai University in the year May 2004 with Second class
from Vartak College, Vasai
• Cleared H.S.C. with First Class under Maharashtra Education Board in the year February 2001.
• Cleared S.S.C. under Maharashtra Education Board with First Class in the year March 1999 from M. G.
M. Academy’s English High School, Virar
Computer proficiency
• Diploma in MS Office.
• Microsoft Excel
• Microsoft Word & Power Point. Well versed with Internet and related operations
** Languages known include -English, Hindi, Gujarati and Marathi