Divyani
Mathur

• Led customer service operations focused on first-call resolution for trading and advisory services.
• Tracked escalations and maintained SLAs using internal CRM and trading platforms.

• Maintained 95%+ CSAT through timely resolutions and feedback loops.
• Reduced resolution time by 20% by streamlining internal escalation protocols.

• Managed B2B and B2C client portfolios, developed upselling strategies, and resolved client issues.
• Drove client retention and supported the sales team in boosting product adoption.

• Drove 15% YoY revenue growth through proactive engagement.
• Commended for maintaining high client satisfaction levels.

• Led a telesales floor, managed end-to-end trading product sales, and developed conversion-focused scripts and KPIs.
• Mentored relationship managers and resolved customer concerns to ensure long-term engagement.

• Increased lead-to-sale conversion by 25% through optimized scripts and team coaching.
• Built a strong sales culture and reduced attrition through team engagement programs.

• Managed the full sales lifecycle including agent onboarding, business generation, and client engagement across health insurance offerings.
• Delivered customized policy solutions and ensured claim coordination through effective communication with clients and internal teams.
• Conducted regular sales training and motivation sessions to align agents with performance goals.

Career progression

• Promoted from Agency Manager to Business Agency Manager within 12 months.
• Promoted to Senior Agency Manager within the next 6 months, based on outstanding sales performance and team management.

• Qualified for multiple national and international incentive trips, including Dubai, Delhi, and Pachmarhi, through consistent top-tier performance.
• Maintained top performer status for 12 consecutive months by exceeding monthly business targets.
• Zone Topper for Gujarat, Rajasthan, and Madhya Pradesh in Jan & Feb 2021.
• Built and managed a team that consistently won zonal contests and performance-based rewards.

• Recruited, trained, and led a team of insurance agents across the MPR region, focusing on customer acquisition and retention.
• Implemented training modules to boost agent capability in compliance, customer engagement, and product knowledge.
• Monitored GWP, activation rates, and policy issuance to ensure consistent target delivery.

• Ranked #1 in agent recruitment across MPR (YTD).
• 3rd highest performer in regional GWP, and highest in agent activation rate.
• Successfully built and scaled a new team that significantly contributed to revenue.

• Recruited and led a team of 7 members from scratch, delivering end-to-end mentoring, target alignment, and performance tracking.
• Oversaw a broader network of 300+ agents through team-led recruitment and channel development efforts.
• Oversaw market activation strategies and regional sales reviews while managing branch operations and agent performance.
• Coordinated cross-functionally with claims and policy servicing teams to enhance customer experience and reduce escalations.

• Achieved 100% of YTD sales target with a newly built team; awarded a performance-based increment.
• Ensured 100% team qualification in January 2025 by adding 3 mandatory KYC documents per agent — a key compliance milestone.
• Mentored 4 team members to promotions and band changes, setting benchmarks in agent activation and productivity.