SUMEET KOTAK

Transitioning strategy into Execution

Operations Management | Business Development | Product Testing |
Marketing | Customer Experience | Business Excellence | Sales
Email: sumeetkotak@gmail.com |Mobile: 8898002909
LinkedIn: http://bit.ly/1pmw8y8 |Date of Birth: 16th June 1987

WORK EXPERIENCE
Mahindra Insurance Brokers Ltd | Insurance Broking | Deputy Manager –
MY SKILLS (March 2019 – Present)
Managing a team that handles PAN India customer queries received on toll
LEADERSHIP free/ centralized mailbox.
Maintain MIS and track TAT for Leads, Requests and Complaints.
Conduct monthly RCA and drive process improvements for frequently received
EFFECTIVE COMMUNICATION queries.
Work with the Business Operations/Excellence team to eliminate process gaps
and implement new processes.
TIME MANAGEMENT Submit BRD and perform UAT testing for new tools/applications required to
handle queries/ automate manual tasks.

PROBLEM ANALYSIS
PEOPLE MANAGEMENT
EDUCATION
SSC – Victoria High School
Completed in 2003 with 1st class.
HSC – R. D. National &
W. A. Science College
Completed in 2005 with 2nd class.
BSc. I.T. – Vidyalankar School of
Information Technology
Completed in 2008 with 1st class.
LANGUAGES
English
Hindi
Marathi
Loanmanch | P2P Lending Platform | Operations Manager – (June 2016 - April
2017)
Built a comprehensive risk model to evaluate borrowers through traditional
(ex. demographic and employment data) and alternative data (ex. social
scoring and phone scraping data).
Drafted loan agreements and privacy and security policies with the legal team.
Managed end to end prospect to customer lifecycle from risk assessment to
underwriting of over 500 loan applications.
Co-ordinated loan disbursals of approved applications, agreement signing,
storage of documents and tracked loan repayments.
Participated in the design and testing of the online lending platform which
included various operational segments like Loan Origination, Loan
Management, and Loan Collection systems.
Localoye | Local services marketplace | Operations Team Leader – (October
2014 - May 2016)
Lead the Sales and Partner Inbound call center handling 500+ calls on a daily
basis to maintain SLA.
Handled corporate reimbursements and partner reimbursements.
Monitored customer chats and messages on the internal systems, Google Play
Store, iOS application store and social media like Facebook and Twitter.
Worked with the social media & Escalations team to resolve complaints and
convert negative reviews to positive reviews and increase the mobile app
ratings.
Tested the customer app, partner app, internal CRM tool and reported bugs
to the product team.
Tech Mahindra Business Services Ltd |UK BPO | Customer Relationship
Advisor/Mentor – (October 2008 – September 2014)
Handled inbound phone contract renewal/cancellation calls for 3 network to
convert them into sales and cross sell add-ons.
Won best performance awards that included Sony PS3, gift vouchers, and travel
vouchers for numerous campaigns.