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ICICI Prudential Life Insurance Pvt. Ltd. Company: Address: E/107, New Bldg. No. 2

Dipika Dedhia is seeking a challenging position in the insurance sector. She has over 13 years of experience in customer service roles at ICICI Prudential Life Insurance and Indiabulls Securities. At ICICI, her responsibilities included managing vendors, maintaining service level agreements, identifying process defects, and training outsourced teams. She received multiple awards for her work in process management, customer service, and training. Previously at Indiabulls Securities, she assisted walk-in customers, maintained client records and statements, and ensured regulatory compliance.

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69 views3 pages

ICICI Prudential Life Insurance Pvt. Ltd. Company: Address: E/107, New Bldg. No. 2

Dipika Dedhia is seeking a challenging position in the insurance sector. She has over 13 years of experience in customer service roles at ICICI Prudential Life Insurance and Indiabulls Securities. At ICICI, her responsibilities included managing vendors, maintaining service level agreements, identifying process defects, and training outsourced teams. She received multiple awards for her work in process management, customer service, and training. Previously at Indiabulls Securities, she assisted walk-in customers, maintained client records and statements, and ensured regulatory compliance.

Uploaded by

medipsy
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Address: E/107, New Bldg. No.

2,
Samta Nagar, Kandivali (E),
Mumbai-400101
Email: [email protected]
Name: Dipika Piyush Dedhia Mobile: 9820908630 

CAREER OBJECTIVE

Seeking a challenging and contributing position in Insurance Sector, desiring creative and innovative
solution and opportunity for continuous professional growth and career development.
Work Experience

Organization : ICICI Prudential Life Insurance Pvt. Ltd. Company


Designation : Customer Service Associate
Tenure : Working Since 07th August 2006.

Work Involving

 Managing vendors for Providing Resolution to Customers Concerns via email or letters.
 Managing Call Center Backend.
 Maintaining MIS for vendor SLA (Service Level Agreement)
 Triggering training needs to concern team for vendor, for new products and process to ensure quality
of communication.
 Highlighting defects in calls logged by other touch points, which reduced volume of call coming to
my team.
 Bridged Process gap while handling Customer Complaints
 Actively helped manager for outsourcing of process.
 Making templates for different touch points as per their process requirement.

Projects Handled

 Lean:
2009-Lean for Reduction in number of man hours required for snailmail and webchat process.
2010-Lean for Reduction of Email Volumes.
 Easy Email
Got all templates for letters vetted by quality team and further by compliance, got the same uploaded as
Easy snail mail on Software Knowledge Mine.
 Training requirement for outsourced team
As per the quality of calls action by outsourced team assuring regular training is provided as per process
requirement.
Provided process training for outsource team – trained team of 65 for Snail mail process (First source in
Nov 2008)
Provided process training for outsource team – trained team of 25 for Emails Process (Wipro in January
2010)
 Call center Defect
Highlighting defects of calls logged by call center and sending report to call center manager on daily
bases.
 ECS Relaunchment
Assuring record of all forms received for ECS relaunchment is maintained and updation of contact
details is done properly.

Achivements
Received 1 TATVA Award for Process Management, 9 awards for Customer Centric Approach,
Customer Appreciation, Outstanding Contribution in Training for Outsourced Team, Bridging Process
Gap, and Highest Number of Call Closure with Excellent Quality

Organization : Indiabulls Securities Ltd.:


Designation : Online BackOffice Executive
Tenure : From 15th February 2005 to 01st August 2006.

Work Involving:

 Resolving walk-in customers concerns.


 Assuring monthly statement are handed over to all clients and sending acknowledgement of same to
Head Office.
 Assuring minimum balance is maintained by clients for stock trading, by reminding clients for
payment as and when required.
 Assuring Withdrawal request amount are received by clients within TAT.
 Maintaining trade records of client and sending hourly tracker to Regional Office.
 Maintaining record of Sales Target achieved on daily bases and forwarding same to Branch Head.
 Punching new account details and assuring quick account opening.
 Maintaining attendance sheet and register and sending same to HR at Delhi Head office on 19 th of
every month.
 Maintaining Expense Account and sending details on of the same on monthly basis to Head Office.
 Voice recorder for sales call.

Educational Details 

S.I.W.S. College of
T.Y.Bcom Commerce April 1999 50%
S.I.W.S. College of
H.S.C Commerce March 1995 55%
ST. Paul’s Convent High
S.S.C School March 1993 63%
Other Qualification

 NCFM-DP Module.
 Appeared for Licentiate exam of Insurance Institute of India (May 08).
 Computer Knowledge: MS Office, Word, Excel, PowerPoint.

Personal Information 

Date of Birth   : 15th May, 1977


Date: / / 2008
Place: Mumbai

Signature

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