Neelam Pachar

Sales operations associate

Dynamic and accomplished professional with a diverse background in customer service, sales
coordination, real estate, and health insurance operations. Proven ability to excel in roles involving
customer relations, sales, and strategic operations management. Seeking a challenging position
where I can leverage my skills to contribute to organizational success.

Contact Experience
Phone November 2022 - present
8553580721 Company Name l ACKO General Insurance
Senior Associate - Operations (August 2023 - Present)
Email
ncpachar11@gmail.com Liaison between sales teams and other functional groups such as
Underwriter team, medical experts, Sales Systems, and TPA Operations.
Promotes team environment by assisting with training and development of
Address novice employees to enhance skills and abilities in performance of their
Electronic city Phase II duties.
Provided essential information to underwriters for informed decision-
making, contributing to risk assessment and policy determination.

Education Identified areas for process optimization and efficiency enhancement,

leading to improved workflows and reduced turnaround times.
Develops and fosters alignment with sales team members as needed.
2015 Utilized Fresh works and other software systems proficiently for data input,
update, and retrieval, and generated reports to monitor operational
2nd PUC
performance.
Dayananda Sagar Institute Coordinated with external vendors to ensure adherence to service level
agreements (SLAs) and performance expectations.
2022 Successfully handled end-to-end processes for CEO operations escalation
BBA and cancellations cases, conducting root cause analysis.
Oversaw health insurance operations to ensure a smooth workflow and
Annamalai University adherence to quality standards.
(Correspondence) Ability to assess information, determine and address problem areas,
formulate relevant solutions, and present the solution effectively.

Escalation and cancellation specialist (November 2022 - July 2023)

Expertise Successfully resolved irate customer issues and managed CEO escalation
cases, ensuring commitments were met on time.
Handled an average of 20 calls and 50-80 tickets of calls and email daily,
Google Suite providing on-call resolution and maintaining high levels of customer
Excel satisfaction.
Freshdesk Collaborated with underwriting and operations teams to expedite policy
issuance, preventing breaches in turnaround time.
Salesforce
Assisted customers in policy renewals, gathered feedback, and shared
Slack insights with management for process improvement.
MS power point Successfully pitched and upsold insurance products based on customer
needs, achieving a high renewal rate.
Promoted customer loyalty by ensuring excellent service and addressing
customer concerns effectively.
Sent renewal notices and explained any changes in coverage or premiums,
facilitating a smooth renewal process via email, providing efficient and
effective support to customers.
 March 2020 - August 2022
Skills Company Name l Xire Property Solutions

Process Optimization Customer Relationship Manager / Customer Service

Sales Coordination Strengthened customer relationships, maximized retention, and educated

Strategic Planning customers on real estate investment options.
Conducted training sessions for team members to enhance productivity,
Team Leadership
accuracy, and commitment to friendly service.
Relationship Building Built effective partnerships with internal teams to streamline processes
Customer Retention and improve overall customer experience.
Strategies Built partnerships with diverse internal teams and sales, finance and
Training and operations departments to streamline processes.
Used consultative techniques to understand customer needs and make
Development
strategic referrals to business partners
Conflict resolution Created activities and engagements to enhance customer experience,
Time management knowledge and patronage.
Adaptability Delivered superior customer service to strengthen relationships and drive
future business revenue.
Interpersonal Skills
Flexibility
Deadline-Oriented January 2018 - February 2020
Stress Tolerance Company Name l Precarmart.com
Continuous
Customer Service & Sales Coordinator
Improvement Mindset
Worked closely with the team and collaborated with the Sales Department
in actively selling cars to prospective customers.
Delivered cars to customers in unique ways, enhancing the overall customer
experience.
Synchronized all necessary departments to ensure all setups and activities
were executed in a timely manner.
Led site visits and pre-event meetings with clients to discuss the flow and
overview of the event and identify any areas of concern.

Achievements
Language
Nominated for Recognition and Rewards (RNR) for three consecutive months
English as the best performer.
Recognized in RNR for achieving a 90% retention rate in cancellation and
Hindi escalation cases.
Successfully led initiatives resulting in a reduction of operations CEO
Kannada
escalation cases to zero.
Rapid promotion within two months of joining for outstanding performance
in health insurance customer service.
Successfully increased policy renewals by implementing effective retention
strategies.
Played a pivotal role in optimizing Health Insurance operations, contributing
to increased efficiency and overall operational success.