Sana Chettiar 103, Sidhi Heights, Sector 8, Charkop, Kandivali (W) Mumbai 400067 Tel : 9833749074 Email : sanashraj@yahoo.co.

in Objective: A leadership position with a result oriented company that requires ambitious career conscious person where acquired skill and education will be utilized towards continued growth and advancement.

WORK EXPERIENCE ICICI Prudential Life Insurance Company Ltd Manager- Customer Service and Operations April 2009 - Present Managing the first source team as a vendor manager for the Bangalore and Indore Call center for ICICI Prudential Life Insurance Company Limited. I am responsible for operational and quality output of 250 agents handling the HNI and non HNI customers and also agents servicing the sales channel for any assistance. My main responsibilities include : Cost optimisation for the call center through AHT and volume reduction at the call center Increasing self service options usage thereby reducing overall volumes at the call center Repeats and Complaints reduction at the call center Analysing calls coming at the call center and pre-empting future calls Analyzing the process performance basis operational statistics on a daily, weekly and monthly basis Conduct weekly and monthly reviews with vendor Interact with vendor for SLA management CSAT Operationalisation and improvement Quality Operationalisation and improvement

Key Achievements: Have successfully completed the lean project on increasing termination % of self service options on the IVR. Have won one of the most prestigious awards of IPru - TATVA award for optimising cost for the call center through AHT reduction.

Customer Service Manager - Operations October 2008 - March 2009 My main responsibilities included : Analyzing the process performance basis operational statistics on a daily, weekly and monthly basis. Conduct weekly and monthly reviews with vendor. Interact with vendor for SLA management. Conduct TNA on a monthly basis in co-ordination with vendor. CSAT Operationalisation and improvement. Quality Operationalisation and improvement.

Key Achievements: Have successfully completed the lean project on call backs at the Call Center. Have won awards for best cost saver idea and process improvements.

October 2007- September 2008 Managed the first source team as a vendor manager for the Mumbai site call center for ICICI Prudential life insurance and was responsible for operational and quality output of 50 agents handling the HNI call center for ICICI Prudential Life insurance. Key Achievements: Have been a part of the AHT project whereby AHT has reduced to the required SLAs. Have been able to help the vendor achieve quality SLAs. Have won the awards for best performer operations and various process improvements.

Process Leader Quality Dec 2006- September 2007 Managed quality monitoring and improvement for Mumbai and Bangalore sites. My main responsibilities included support to the vendor in achieving quality SLAs. Have conducted training for the new batches. Have given constant inputs on process improvements. Have been actively involved in communication and process roll outs to the call center. Have designed verbiages for the call center as and when required. Key Achievements: Have been a part of the team for setting up the call center at the Mumbai site. Have won the best new comer award for quality. Have won the best performer award for quality. Have received an appreciation from the vendor for being a constant support in setting up the site.

3 Global Services Pvt Ltd (A Hutchison Whampao Co) Global Contact Centre for Hutchison 3G UK Ltd. Quality Coach- Customer Service July 2004- July 2006 Key functional areas:

Evaluating calls for customer service advisors and providing relevant feedback. I have an experience of more than 1 year as Quality Coach. It involved monitoring, coaching and giving timely feedbacks. It also involved identifying specific training needs and designing and conducting trainings based on the same. I have also been a part of the CSAT Project which involved creating CSAT awareness through mentoring and coaching. management.

Key Achievements: Winner of Quality Guru Award for Post Pay in February 2005 Winner for Quality Idol Award for Post Pay in R & R Q1 2005

EDUCATION QUALIFICATION Passed S.S.C from St. Louis Convent High School, Andheri with 81% in 1998.

Passed Diploma in Industrial Electronics from Saboo Siddik Polytechnic, Mazgaon with 85 % in 2001. Passed B.E. in Electronics from P.V.P.P College of Engineering, Mumbai University with 60% in 2004

PERSONAL DETAILS Date of Birth Marital Status Languages Known : : : 30th June 1982 Married English, Hindi, Marathi, Arabic

Sana Chettiar