Sachin Aggarwal
Melbourne,Australia
Summary
A sales and service professional, with significant years of frontline experience in the financial services and health insurance industries. Achieves job satisfaction when he is able to exceed the customer expectations. Makes the customer the most important part when servicing, looks for opportunity to create rapport and seeks to give the customer confidence that he is able to satisfy their objective in a single interaction. Exercises active listening and practices open questions to uncover the objective or needs. Makes the sale or retains the customer. Results focused and achieved his performance targets in a compliant and timely manner. Also collaborative with colleagues, shares his skills & experience and works together in achieving team targets. Is a natural communicator, adaptable with change and well organize.
Overview
20
20
years of professional experience
Work History
Career Break
10.2023 - Current
- Property Management & Travel: Repaired & improved investment property and extended travel to India
Sales and Retention Consultant
Defence Health
08.2021 - 10.2023
- Inbound Sales calls: calls for selling of private health care cover products
- Identifying needs and aligning to product solutions for today and considering health conditions and future cover needs
- Educating on products benefits, outlining terms & conditions, answering question raised
- Processing sales and performing the process within Australia Private Health regulations and internal procedural requirements
- Retention customer: Exploring reasons for cancellation request, Resolve any underlying issues, For financial issues, provide different lower cost options or option to suspend coverage for 6-12 months and retain benefits
- Regular customer feedback provided to organisation on ability to create a comfortable trusting scenario to discuss personal medical matters, provide clear explanations of products and alert customers of alignment and impact with tax consideration
- Consistently achieved monthly target: Volume of Sales, Quality Measures & Call Monitoring Evaluation
Sales & Service Consultant
BUPA
01.2016 - 01.2020
- Drive BUPA's presence in the local market by making health insurance sales through inbound telephone & electronic queries and proactive outbound approaches
- Actively listen to customers, perform needs analysis, educate customers on their health insurance options and use sales skills to achieve personal and team targets
- Provide the customer with a memorable sales and service experience, while ensuring compliance to legislative and company requirements
- Current top 2 sales consultant within Melbourne for March 2019
- Current top 10 sales consultant nationally
- Top monthly sales performer within team during 2018 and 2019
- Consistently exceeded monthly sales targets since joining
- Top sales performer for high value products within team for 2018 and 2019
- Consistent documented praise from customers for translating complex cover policies into easy to understandable terms
- Regular positive customer feedback for taking the time needed to listen, understand their needs and match them to the best possible cover
- Recognised by team manager for motivating team and coaching others with sales skills
- Acknowledged for ability to consistently cross-sell other BUPA insurance products
Customer Service Representative
Credit Unions Australia
06.2014 - 06.2015
- Provide customers service through the provision of solutions to members needs adhering to CUA process and policy
- Ensure call evaluation guidelines are adhered too with every member contact
- Communicate effectively through by ensuring all customer advice given and services offered are delivered in a clear and concise manner
- Handle any customer complaints in a courteous, timely and efficient manner, ensuring all outcomes and communicated
- Answer insurance and member service enquiries in line with service benchmarks and call monitoring guidelines
- Achieve call centre targets
- Received exceptional customer feedback for going above and beyond to resolve customer issues at the first point of contact
- Achieved top 5 sales and sales referrals for CUA Service and Sales Contact Centre
Direct Sales Consultant
ANZ Bank
07.2007 - 10.2014
- Answer inbound calls from ANZ Business Banking and Small to Medium Enterprise customers regarding relating to loans, insurance and merchant services
- Achieve and exceed performance indicators in key result areas, including: service benchmarks, sales targets and revenue targets
- Ensure key result areas for customer service level and internal business agreements are met, including schedule adherence, on phone available time and call quality targets
- Understand all processes, policy and regulatory compliance requirements for customers and consider when acquiring new customers or signing up existing clients for additional services
- Execute cross-sell opportunities and provide product support
- Received 'Contributor To Our Business' internal award for assisting NSW south rural markets business banking managers with above expectations service and problem resolution (2007)
- Earned 'Grassroots' award by Consumer Finance division for outstanding efforts associated to customer service (2008)
- Awarded multiple internal reward and recognition certificates for outperformance in sales, cross-sell and building positive long-term relationships
- Provided on the job induction of new staff members, including training them in system, process, policy and customer call techniques
- Met targets for call monitoring reviews, compliance and fraud identification
- Motivated own team through co-ordination of multiple work events, including team target celebrations, assisting with reward and recognition events and team social events
Premium Sales and Customer Service Consultant
Australian Call Centre
06.2005 - 06.2006
- Provide customer service and identify sales opportunities
- Activating Aussie Mastercard and processing balance transfers
- Deliver outstanding service through listening and identifying customer needs and identifying the best solutions to address them
- Use internal systems such as CTM, Vision+, Cache, CAP and Maude to investigate complex customer enquiries pertaining to accounts and products
- Cross sell additional ANZ products and services to existing card customers
- 2006 Record holder for ANZ Australian Call Centre, maximum number of sales and revenue generated for successive months
- Awards and certifications: Medallion and Clover certificates for excellence in sales and quality results
- '1800 Star' award for quality excellence
- Appointed 'Sales Coach' responsibilities for team, assisting facilitate training and induction of new staff members
- Appointed relief duties in Senior Consultant role during staff absences
- Received numerous reward and recognition certificates and prizes for high sales revenue generation
- 'Certificate of Appreciation' by Process Improvements team for identifying and proposing changes to credit card statements
Education
Bachelor of Applied Science - Strategic Analysis & Decision Making, Monitoring Budgets, Workplace Relations, Development & Implementation of Business Plans, Financial, Operations & Accounting
RMIT
MelbourneBachelor of Economics -
Punjab University
Completion of FSRA Tier 1 & 2 -
Skills
- Active Listening
- Problem Solving
- Empathy
- Effective communication
- Patience
- Product knowledge
- Emotional intelligence
- Ability to read customers
- Willingness to learn
- Compliance focus
Professional Network
www.linkedin.com/in/satch-aggarwal
Timeline
Career Break
10.2023 - Current
Sales and Retention Consultant
Defence Health
08.2021 - 10.2023
Sales & Service Consultant
BUPA
01.2016 - 01.2020
Customer Service Representative
Credit Unions Australia
06.2014 - 06.2015
Direct Sales Consultant
ANZ Bank
07.2007 - 10.2014
Premium Sales and Customer Service Consultant
Australian Call Centre
06.2005 - 06.2006
Bachelor of Applied Science - Strategic Analysis & Decision Making, Monitoring Budgets, Workplace Relations, Development & Implementation of Business Plans, Financial, Operations & Accounting
RMIT
Bachelor of Economics -
Punjab University
Completion of FSRA Tier 1 & 2 -
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