Sahil Singh
Bucklands Beach,New Zealand
Summary
Multiple years of experience in Customer facing and contact centre roles involving Sales and service in various sectors, I have been recognized consistently for performance excellence and contributions towards success. I am a result oriented and a proactive team player who is reliable, punctual and experienced in handling customers over the phone, chat or face to face for an improved customer satisfaction. I am highly effective at juggling multiple competing responsibilities simultaneously. I am focused with passion for customer satisfaction and team goal achievement.
Overview
12
12
years of professional experience
Work History
Partnerships Sales Consultant
Tower Insurance
04.2022 - Current
- Contributing towards success & growth of Tower’s group referral model by managing leads referred to us via Tower advisor network for both F&G and commercial insurance
- Actively engage with our customers and their advisors via outbound calls, texts and emails to build trust and grow referrals
- Make sure all calls and interactions are high quality standard and meet our compliance standards by adhering to company procedures
- Manage customer experience from the first point of contact through to completion, ensuring customer is kept informed throughout
- Understanding our customer’s needs and providing tailored solutions by giving a professional advice ensuring them with right type of cover
- Target relationship-building efforts to those who may help create opportunities further down the line
- Resolve customer complaints, escalations effectively and speedily
- Collaborate with leadership and marketing, providing right ideas and solutions to make Tower online a simple process for our customers
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
Personal Insurance Consultant (Westpac Lumley)
IAG New Zealand
02.2018 - Current
- Managing IAG Bank partners online channels for better customer experience in world of technology
- Responsible for providing quality engagement to our bank partner staff through provision of insurance knowledge, underwriting and product support and offering best solutions
- Provide Underwriting advice and handling product and general insurance queries via email and phone
- Respond to all customer requests in professional, courteous and helpful manner, and in accordance with customer service guidelines to maximize customer satisfaction and retention
- Complete new business/renewal activities in required service level
- Up-selling and cross selling IAG’s products and services
- Operate within delegation levels at all times and adhere to underwriting principles and criteria dealing with partners and customer requirements
- Work in collaborative and consultative way with team members to ensure consistency in communication with our customers and bank partners
- Always comply with IAG NZ policies, procedures, processes and legislative requirements at all times
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Customer Service Consultant
Sitel New Zealand
03.2016 - 05.2017
- Engaged customers in conversation to uncover their insurance needs with probing questions and overcome objections using persuasive techniques
- Provided primary customer support in fast-paced environment
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions
- Gained in-depth understanding of insurance as a product in Australian market to give customers expert support
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations when customers goes through a claim
- Support team work and strong collaboration within contact centre through effective relationships with other staff
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Ensures compliance with SITEL policies and client guidelines
Advertisement Officer
Business Standard
11.2012 - 12.2014
- Created and presented media and advertising packages to prospective customers
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts
- Planned client relationship cultivation events to promote growth, resulting in expansion of clientele base by 70%
- Evaluating sales and marketing campaigns for branding
- Delivered exemplary service to potential clients in business newspaper advertising services
- Made outbound calls to existing customers to upsell advertising packages
- Played key role in achieving and maintaining top client satisfaction and retention by ensuring accuracy of ads and listings
- Developed strong relationships with various advertisement agencies and negotiated pricing following established procedures
Education
Graduate Diploma - International Business Management
Otago Polytechnic Auckland Campus
12.2015
Bachelor of Science - Hospitality
Amity University
05.2015
Skills
- Excellent Written and Verbal Communication Skills
- Building Customer Relationships and Loyalty
- Pro-Active Team Player
- Strong Initiative and Exceptional Organizational Skills
- Ability to Work Well Under Pressure
- Excellent Performer in Maintaining High Customer Satisfaction
- Computer Proficiency and Microsoft Office
- Upselling and Cross-selling of Products and Services
- Handling Customer Objections and Problem Solving
- Strategic Planner for Business Development
- Decision Maker
Accomplishments
- Been recognized as the face of Tower partnerships sales and service multiple times, in front of our associated advisors and sharing spotlights with various other internal channels within Tower.
- Multiple times winner of our internal sales competitions held within our sales team.
- Been recognized multiple times for WOOP nominations within Tower Insurance for delivering outstanding customer service in a form a feedback and surveys received from our customers and advisors.
- Customer's word of mouth for only dealing with me for my professional attitude and impeccable customer service experience.
- Been awarded for staff member of the month in my previous roles in IAG & Sitel for showing amazing Customer Service and customize skills.
- Resolved customer's requests and escalated complicated issues on management level.
- Collaborated with team of 5 only people in IAG for the development of Westpac Insurance Online Channel named Westpac one in 2019
References
- Mr. Sanjay Chauhan, Practice Lead in Partnerships - Tower Insurance, 0226273428
- Mr. Paul Courtney, Team Leader IAG NZ, 0277079848
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Partnerships Sales Consultant
Tower Insurance
04.2022 - Current
Personal Insurance Consultant (Westpac Lumley)
IAG New Zealand
02.2018 - Current
Customer Service Consultant
Sitel New Zealand
03.2016 - 05.2017
Advertisement Officer
Business Standard
11.2012 - 12.2014
Bachelor of Science - Hospitality
Amity University
Graduate Diploma - International Business Management
Otago Polytechnic Auckland Campus
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