RAJNI THAKURWANI
Singapore
Summary
An experienced telemarketing professional and effective communicator with strong ability to engage customers and drive sales with an experience of 10 years in call centre environment, particularly within insurance industry. Skilled in persuasive communication, active listening, and handling objections effectively. Service-oriented with passion for providing excellent customer service. Familiar with auto-dialing software. Specializes in maintaining contact with customers using rebuttals and resolving inquiries. Friendly, personable, and always professional under pressure. Known for thriving in fast-paced and busy environments. Team player focused on achieving results and adapting to changing priorities. Reliable, goal-oriented, and efficient in managing time and meeting targets.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Telemarketer (Citibank), Call Centre
AIA Singapore Pte Ltd
Singapore
01.2024 - Current
- Conducted outbound calls to communicate and promote insurance products to Citibank Singapore clients.
- Managed a high volume of calls daily (100-120 dials) while maintaining professionalism and efficiency.
- Handled objections skillfully, guiding potential customers towards informed decisions about products or services offered.
- Improvised calling scripts regularly to enhance call effectiveness and improve conversion rates.
- Built rapport with existing and new customers via effective profiling, addressing inquiries and providing tailored solutions.
- Enhanced operational efficiency by regularly reviewing and optimizing calling schedules.
- Achieved significant improvements in customer retention through persuasive explanation of product value.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
- Participated regularly in training, coaching and call listening sessions to improve call handling skills.
Sales Executive, Call Centre
Direct Asia Insurance (Singapore) Pte Ltd
Singapore
01.2022 - 01.2024
- Handled both inbound and outbound calls to promote General Insurance Products - Motor, Bike and Travel plans.
- Attended to assigned emails and contact potential sales opportunities within a specific timeframe.
- Assisted customers promptly with quotations and product enquiries and guided them to relevant personnel or department.
- Collaborated with cross-functional teams to streamline processes, enhancing operational efficiency and service delivery.
- Utilized CRM systems to manage leads, track sales activities, and maintain accurate client records for reporting purposes.
- Managed pipeline efficiently through consistent follow-ups, prioritizing tasks according to urgency and deadlines.
- Built a strong Service Level Agreement (SLA) rate and minimize Call Abandonment (ABD) rate via correct call resolution and disposition.
- Achieved monthly and quarterly sales goals and service targets for both New Business and Renewals by extending relevant solutions and offers to customers.
- Built quality sales by adhering to non-sales KPIs such as monthly Call Audits (above 90% QA score) in call handling and service delivery.
Client Relationship Officer, Call Centre
HL Assurance Pte Ltd (Member of Hong Leong Group)
Singapore
01.2018 - 12.2022
- Performed outbound calls to assigned leads to convert them into sales via phone calls.
- Explained product coverage, addressed customer queries and concerns.
- Assisted prospective and renewal customers with quotations and requests for better premium rates
- Optimized lead management by building effective sales pipeline and conducting timely follow ups.
- Engaged in cross-selling of diverse general insurance products (e.g. Home Insurance) to new and existing policyholders.
- Exceeded sales targets, achieved quarterly incentive for AY 2019/2020/2021/2022.
- Achieved at least 80% retention rate for existing policyholders with positive customer service rating on company's google reviews.
Financial Consultant
Prudential Assurance Company Singapore (Pte) Limited
Singapore
09.2016 - 12.2017
- Advised clients on various financial matters and provided professional recommendations on insurance products, wealth management services and retirement planning based on individual needs and risk tolerance.
- Devised comprehensive financial plans for clients to achieve short and long-term financial goals. Assisted clients with budgeting and cash flow management.
- Conducted periodic policy reviews to ensure clients insurance portfolio remains updated and aligned with their financial goals and life stages.
- Expanded customer base via online and offline professional networking platforms, including through targeted marketing efforts - prospecting, cold calling and garnering referrals from satisfied customers.
- Built strong relationships with clients through consistent communication and exceptional customer service especially assisting on the claims process and ad hoc after sales services.
- Documented customer's information and financial records in a secured and safe manner in adherence to company guidelines.
- Upheld a strong persistency ratio of existing policies by providing sound financial advice compliant with industry standards.
- Attended training workshops, product seminars to remain updated and compliant with industry trends and regulations.
Education
Bachelor of Science - Business Management
LONDON SOUTH BANK UNIVERSITY
Singapore06.2016
Higher National Diploma (HND) - Business Administration
BMC International College
Singapore05.2015
GCE 'A' Level - undefined
Pioneer Junior College
Singapore12.2012
GCE 'O' Level - undefined
Bedok Town Secondary School
Singapore12.2010
Skills
- Expertise in outbound & inbound telemarketing
- Objection Handling and Call Control
- Upselling and cross selling
- Lead management proficiency
- Professional verbal and written communication
- Service recovery and customer retention
Certification
- Basic Insurance Concepts and Principles (BCP), Oct 2017
Singapore College of Insurance
- Personal General Insurance (PGI), Oct 2017
Singapore College of Insurance
- Commercial General Insurance (CGI), Nov 2017
Singapore College of Insurance
- Health Insurance (HI), Jul 2016
Singapore College of Insurance
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Malay
Beginner (A1)
Timeline
Telemarketer (Citibank), Call Centre
AIA Singapore Pte Ltd
01.2024 - Current
Sales Executive, Call Centre
Direct Asia Insurance (Singapore) Pte Ltd
01.2022 - 01.2024
Client Relationship Officer, Call Centre
HL Assurance Pte Ltd (Member of Hong Leong Group)
01.2018 - 12.2022
Financial Consultant
Prudential Assurance Company Singapore (Pte) Limited
09.2016 - 12.2017
GCE 'A' Level - undefined
Pioneer Junior College
GCE 'O' Level - undefined
Bedok Town Secondary School
Bachelor of Science - Business Management
LONDON SOUTH BANK UNIVERSITY
Higher National Diploma (HND) - Business Administration
BMC International College
HOBBIES
- Reading
- Listening to Music
- Exercising
References
Available upon request.