POOJA BAIRU

Summary: Managed contract renewals, rate negotiations, and service amendments for Consumer and Fido accounts using Maestro CRM (V21) and OneView—processing 200+ contracts monthly with zero errors.

Achievements:

• Negotiated escalated billing disputes; retained 98% of at‑risk customers through collaborative resolution and tailored service offerings, often retrieving insight from data to inform decisions.
• Served as Genesys Cloud pilot trainer (selected from 400+ agents), delivering 20+ training sessions and feedback reports, supervising the onboarding process and accelerating platform adoption by 30%.
• Maintained 100% First Contact Resolution and QA scores ≥98% by optimizing SOPs and conducting root‑cause analyses on common pain points while developing actionable metrics.
• Coordinated cross‑functional escalations via Tier‑3 ticketing and Adjustment Lobby for complex technical/service issues, scheduling resources effectively and reducing average resolution time by 25%.

Summary: Administered client contracts and billing adjustments in Salesforce and internal billing tools; streamlined approval workflows, cutting contract processing time by 20% through innovation in process management.

Achievements:

• Negotiated service agreements and renewals for enterprise customers, boosting renewal rates by 15% year‑over‑year while maintaining a goal-oriented focus on performance.
• Achieved average handling time 10% below SLA while sustaining FCR metrics; delivered proactive customer communications on contract expiries and promotions via emailing and other channels.
• Onboarded and mentored 10+ remote agents, improving team-wide KPI adherence by 12% through targeted coaching and system training (Salesforce) while being a detailed oriented team leader.

Summary: Directed a team of 18 agents in insurance product sales and service, supervising contract negotiations with partner banks and channel partners, focusing on goal attainment.

Achievements:

• Developed and launched a contract‑management framework, reducing onboarding time by 30% and ensuring compliance with banking regulations through detailed oriented processes.
• Implemented a customer‑centric training program, decreasing escalations by 30% and elevating customer satisfaction scores by 20% while assisting agents in improving their service capability.
• Monitored premium collections, policy renewals, and contract expiries; partnered with operations to audit and reconcile 1,000+ accounts quarterly, ensuring that all database entries were accurate and timely.

Summary: Negotiated tailored wealth‑management agreements with individual clients, aligning financial plans with client objectives and regulatory guidelines.

Achievements:

• Managed end‑to‑end contract administration—drafting proposals, securing approvals, and maintaining repository in internal CRM, while uploading critical data for easy access.
• Surpassed sales targets by 15% through consultative selling and strategic cross‑selling of add‑on services, ensuring a project focus within the team.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.