Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

SAHIL ARORA

FLAGSTONE

Summary

Passionate, organized, visionary person with a vast experience in Sales, Administration, Operations, Claim/Loan Processor and Facilitator. Seeking a challenging and rewarding assignment with a growth-oriented organization, where skill will be utilized to their full potential for well-being of the organization and myself.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Area Manager

Carpet Call Floor Centre
10.2017 - Current
  • Exceed expectations of customers and provide high quality service
  • Initiate creative ways to enhance customer's experience and positively solve any issues come across
  • Provide solution towards customer complaints and ensure customer satisfaction
  • Promote good customer relationships, maintaining the company's reputation, and increasing revenues
  • Achieve department objectives by recruiting, managing staff; planning and evaluating department activities
  • Accomplishes staff results by communicating job expectations; planning, monitoring and appraising job results Maintaining staff by recruiting, selecting, orienting and training employees
  • Develops, coordinates and enforces systems, policies, procedures and productivity standards
  • Maintains quality service by enforcing quality and customer service standards, analyzing and resolving operational issues.
  • Supervised 13 locations to enforce high-quality standards of operation.

Manager- L & D and Operations

HDFC Standard Life Insurance
06.2013 - 08.2017
  • Develop capability of the employees of HDFC Life, HDFC Bank & Broca channel
  • Ensuring all operations are carried on in appropriate, cost-effective way
  • Plan various sessions on; relationship building with customers, handling customer's complaints and ensure customer's satisfaction
  • Conduct training program on sales process, policies, guidelines and behavioral skill
  • Improving operational management systems, processes and best practices
  • Execute people engagement activities to enhance the bonding of employees
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Sr. Training Manager (Sales and Operations)

DLF Pramerica Life insurance Co. Ltd.
05.2010 - 06.2013
  • Provide best strategies and techniques to deal with customers' inquiries, concerns and operations
  • Resolve customer complaints and ensure customer satisfaction
  • Building good customer relationships, maintaining the company's reputation, and increasing revenues
  • Assist the organization processes remain legally compliance
  • Responsible to recruit, train and supervise staff
  • Schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities.
  • Managed new employee orientation training process for more than 60 employees each year.

Senior Branch Trainer (Call Centre and Agency Channel)

Max New York Life Insurance
01.2008 - 05.2010
  • Developing call Centre education materials, such as digital presentations, manuals, and instructional videos
  • Preparing procedures and policies regarding sales techniques
  • Scheduling and conducting training sessions on various call Centre topics to prepare and support new employees
  • Develop, implement and monitor office systems, procedures and methods, adapting processes and techniques as required
  • Resolve complex enquiries and issues to ensure the provision of accurate information, and the timely and effective resolution of issues
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports
  • Gather and collate information for, and prepare documentation and reports on business unit performance, as well as make recommendations to improve efficiency, cost management and service delivery
  • Reduced process lags by training 35 employees on best practices and protocols.
  • Used M.S PowerPoint and window media player, to design training for 35 employees and increase company retention and productivity rates.

Sr. Claim Service Consultant

ICICI Prudential Life and Health Insurance
11.2006 - 12.2007
  • Evaluating Coverage, Investigating Damages, Negotiating Settlements, Legal Collaboration, Supervising Claims Adjusters
  • Streamlined service processes for increased efficiency and improved customer experience.
  • Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.

Loan Processor and Claim Assistant

HBL Global Pvt. Ltd.
07.2004 - 10.2006
  • Interviewing the loan applicants to verify their financial eligibility
  • Identification and recommendation of products as per client's requirement and the company's lending rules
  • Completion of loan application and submission of required documents within time
  • Utilization of professional judgment and lending guidelines to identify risk profiles
  • Reviewing current active loan files to check further requirements for conversion
  • Handle all insurance claims associated with loan files to prevent fraud
  • Prepare reports by collecting, analyzing claims by approving or denying documentation
  • Doing follow-up for any pending documents
  • Forward claim documents to head office for final assessment.
  • Reduced processing time for loan applications by implementing an organized filing system.
  • Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.

Education

M.B.A (Human Resources) - Human Resources Management

VINAYAKA MISSION UNIVERTY
INDIA
01.2012

Bachelor Science of Economics -

GURU NANAK DEV UNIVERSITY
INDIA
01.2004

Skills

  • Outstanding knowledge of customer service industry
  • Problem solving, Multi-tasking and Flexibility
  • Confident, committed and self-motivated
  • Effective Listening and Communication Skills
  • Analytical and Complex Case Management Skills
  • Team Management, Operations Management, Relationship building
  • Documentation and control, Administrative Support
  • Policy and procedure modification
  • Document Control
  • Marketing
  • Performance monitoring
  • Claims review, Regulatory Compliance, Accuracy and Precision

Accomplishments


Carpet Call:-

  • Got promoted in 2022 as an Area Manager

HDFC Standard Life Insurance:-

  • Received appreciation certificate from AVP sales for driving the core business for Zone.
  • Exceeded expectation of the organization in the FY15-16 and 2016-2017.

DLF Pramerica Life insurance Co. Ltd.:-

  • Promoted as a Sr. Training Manager in Oct 2011.
  • Consistently 4 times received appreciation certificate from Head Sales for over achieving Business targets.
  • Gratitude trophy from Rotary Club for addressing on Financial Management

Max New York Life Insurance:-

  • Promoted as a Sr. Branch Trainer in Oct 2009.
  • Impact qualification- A certification for rendered support in driving sales

Certification

  • Certified in Licentiate Examination from Insurance Institute of India
  • NSE's certificate in Financial Markets of NCFM- Commercial banking in India
  • Advance Diploma in facilitation from ATI (American TESOL Institute).
  • Attended TTT on advanced facilitation skills by experts in Industry.
  • Certificate IV in Mortgage Broking (National Finance Institute).

Timeline

Area Manager

Carpet Call Floor Centre
10.2017 - Current

Manager- L & D and Operations

HDFC Standard Life Insurance
06.2013 - 08.2017

Sr. Training Manager (Sales and Operations)

DLF Pramerica Life insurance Co. Ltd.
05.2010 - 06.2013

Senior Branch Trainer (Call Centre and Agency Channel)

Max New York Life Insurance
01.2008 - 05.2010

Sr. Claim Service Consultant

ICICI Prudential Life and Health Insurance
11.2006 - 12.2007

Loan Processor and Claim Assistant

HBL Global Pvt. Ltd.
07.2004 - 10.2006

M.B.A (Human Resources) - Human Resources Management

VINAYAKA MISSION UNIVERTY

Bachelor Science of Economics -

GURU NANAK DEV UNIVERSITY

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