Punita Singh Thakur

Technically sophisticated and business savvy professional with cutting edge expertise in Business Process
Management and Operations. Reflect dynamic leadership skills coupled with hands on experience & ability to
relate and interface effectively with Clients. Experience of taking incoming calls and resolving the complaints
and problems of subscribers. Adept in dealing with customers, person oriented and a strong team player
with intensive know-how of Service Industry. Commendable Contribution in Process preparation, team lead
and other essential back end process.

WORK EXPERIENCE
Max New York Life Insurance India- A leading Insurance company as Recruitment Manager From
oct. 08 to feb.09
Job Profile:

• Working closely with the Sales team to identify key customer segments and develop a Agents that will
support their revenue targets.
• Recruit agent advisers to support sales department to motivating the team members to ensure higher
performance.
• Provide Training to Channel Partners and give seminar / conference to close on more agents to be
recruited.
• Analyzing various technical, strategy base reports and making strategies to improve sales.
• Successfully launch new product to market and recruit new agents to support product.

Fullerton India- A leading finance company with Head quarters in Singapore as Channel Sales
Senior Officer
From Oct.07 to Oct.08
Job Profile:

• Working closely with the Sales team to identify key customer segments and develop a marketing
communication plan that will support their revenue targets.
• Monitoring, mentoring & motivating the team members to ensure higher performance.
• Ensuring customers satisfaction achieved in respect of the services delivered with respect to queries and
complaints.
• Analyzing various sales reports and making strategies to improve sales.
• Pre & Post marketing activities for launch of new products successfully in the market.
• Managing the team of back office operations & ensuring the disbursements are accomplished on time.

Idea cellular ltd– a leading Cellular services provider in India as Executive -SDQ (Service Delivery
& Quality) at Indore.
From December 04 to Sep.07
Work Profile:

• Handling escalations and coordinate with the concerned departments to retain customers.
• Ensuring faster resolution is provided to the customers in the complaints that come from Customer Care
Agents and sales team.
• Imparting training to the Customer Care Agents to reduce operational
Bottlenecks and help in providing faster resolutions to the customers.
• Facilitating all the new process and process up-dates to the Customer Care Agents of Prepaid/Postpaid.
• Planning and supervising workflow to ensure the shortest possible cycle times and highest quality
customer service
• Mentor and coach team regularly and consistently as a positive role model to provide timely feedback on
their performance. Encourage and solicit feedback from team members to ensure that their suggestions
and concerns are being taken care of.
• Develop, monitor, and communicate changes to process related policies and procedures clearly and
timely.
• Coordinate with the concerned department to get the escalated complaints resolved.
• Future churn coordination with circle retention team.
• Coordination for Prepaid/Postpaid CPV.
Responsible for timely provisioning of the services requested by the customers.

Phone: +91-9826687188, +91-9826387188

Address 205 choclate regency,
146/1 bhaktwar ram nagar, Indore – 455002 [M.P]
Email: sharma_punita@rediffmail.com , punita.immortal@gmail.com
Professional Recognition

 ICICI Bank, Indore ( April 2004 – November 2004) as Direct Sales Team officer in Personal Loan
Department.
 CITI FINANCIAL, Indore ( Feb 2003 – Mar 2004 ) as Sales Executive and office administrator.

COMPUTER SKILLS
Packages Known :

Word Processor, MS-WORD, MS-Excel, Power Point, Tally.

EDUCATIONAL
Certificate Institution

MBA (pursuing) IMS Indore

Bachelor of Legislative Law(L.L.B) Vikram University, Ujjain

Bachelors of Commerce
Vikram University, Ujjain

Worth Mentioning

 Achieved the award for Best Employee of the month.

 Got appreciation for exhibiting Leadership Qualities at work.
 Attended workshops on enhancing Customer Care Skills and understanding Service Industry.

Personal Details
Languages Known - English, Hindi
Date of Birth - 10-April-1981
Marital Status - Married

Punita Singh Thakur

Phone: +91-9826687188, +91-9826387188

Address 205 choclate regency,
146/1 bhaktwar ram nagar, Indore – 455002 [M.P]
Email: sharma_punita@rediffmail.com , punita.immortal@gmail.com