Open to opportunities

arpita hazra

@arpitahazra

Message

Regional operations and sales leader with 10+ years driving targets across insurance and customer service.

India

Message

What I'm looking for

I’m looking for a role where I can own regional/branch operations, lead teams to hit KPI and revenue targets, and improve customer experience through process excellence, coaching, and fast, practical issue resolution.

I’m an operations and sales management professional with 10+ years of experience across insurance, banking, telecom, and customer service. I specialize in streamlining workflows, ensuring process compliance, and building customer relationships that translate into measurable revenue.

Most recently, I served as a Regional Operation Manager, managing North East & West Bengal operations across 20 branches. I handled policy issuance, renewals, and cross-sell operations, achieved quarterly targets through branch coordination, and led issue resolution while improving productivity and customer service standards.

I’ve also led cluster and team operations as a Cluster Manager and Deputy/Assistant Manager, coaching teams, monitoring performance against KPIs, and supporting recruitment and development. From Teleperformance and AMEX, I strengthened my customer service foundation through high-quality desk operations, outbound calling, call auditing, and customer retention efforts—work that continues to shape how I lead today.

Experience

Work history, roles, and key accomplishments

Regional Operation Manager

Shriram Life Insurance

Jan 2025 - Mar 2026 (1 year 2 months)

Managed regional operations across 20 branches in North East & West Bengal, overseeing policy issuance, renewals, and cross-sell activities. Coordinated branch workflows to achieve quarterly targets while ensuring process compliance and timely issue resolution.

Operations Management Branch Operations Policy Issuance Renewals Management Cross Sell KPI Tracking Process Compliance Team Leadership Customer Service Revenue Generation

Cluster Manager

Max Life Insurance

Oct 2023 - Mar 2024 (5 months)

Led cluster operations for the Axis Virtual Channel, supporting 2–4 units to drive sales and revenue targets. Provided on-field coaching, capacity building, and performance monitoring to improve team productivity and outcomes.

Performance Monitoring Capacity Building Sales Performance

Assistant Manager

Policy Bazaar

Apr 2023 - Sep 2023 (5 months)

Managed daily operations and team performance at Policy Bazaar, training and mentoring team members to improve productivity and service delivery. Supervised workflow and task allocation to support target achievement, recruitment, and profitability through operational coordination.

Mentoring Workflow Management Training And Development Recruitment support Service Delivery Sales Operations Operational Coordination

Deputy Manager

Vertex Services

Nov 2020 - Jan 2022 (1 year 2 months)

Managed team operations and monitored performance to meet service and productivity targets. Led coaching and operational improvements to enhance efficiency and customer satisfaction while resolving day-to-day issues.

Team Operations Performance Monitoring Service Operations Customer Satisfaction Coaching and Mentoring Task Delegation Productivity Improvement

Team Leader

Aegis

Jan 2019 - May 2020 (1 year 4 months)

Managed team performance to achieve individual and team targets, providing training, coaching, and motivation to improve productivity. Monitored performance metrics, conducted call listening for process improvements, and handled customer and team escalations.

Team Leadership Performance Metrics Training Process Improvement Escalation Handling

Subject Matter Expert

AMEX

Feb 2017 - Nov 2017 (9 months)

Performed outbound calls for client surveys and pitching supplementary credit cards. Audited agent calls and supported service quality improvement through feedback and evaluation.

Outbound Calling Credit Card Pitching Quality Assurance Agent Evaluation Customer Outreach

Customer Service Executive

Teleperformance

Dec 2014 - Sep 2016 (1 year 9 months)

Managed customer service desk operations and resolved customer queries to enhance satisfaction and service quality. Built customer relationships to support retention and identified customer service opportunities for continuous improvement.

Customer Service Customer Relationship Management Customer Retention Professional communication client support