Atul Goley
With nearly eight years in customer engagement, I am a determined and accountable professional, driven by an idealistic vision for exceptional service. I leverage my empathy and insightfulness to deeply understand client needs, thriving on the autonomy to deliver impactful solutions and cultivate lasting relationships.
Experience
Customer Engagement Specialist
Axis Max Life Insurance Ltd · Oct 2022 – Present
- Responsible for Customer engagement in the D2C and Cross sell patch.
- Focused on improving the D2C customer experience.
- Reduced manual intervention for maximum journeys and campaigns through Automation with Netcore.
- Handled and resolved customer escalations for the direct channel, maintaining SLA compliance and NPS health.
- Hands on experience of engagement software's like Interakt – For content creation and tracking.
- Audited automated journeys for accuracy and performance.
- Performed UAT (User Acceptance Testing).
Underwriting Backend Process
One Point One Solution Ltd · Jan 2020 – Jan 2022
- Organized customer information and account data for business planning and enhanced service delivery.
- Experienced in handling customer service tasks, including telephone help lines and correspondence with clients and relationship managers.
- Resolved customer escalations.
- Verified and collated customer documents for accuracy.
- Tracked all tasks throughout the insurance contract lifecycle.
Customer Retention Team
Pace Private Limited · Jan 2019 – Jan 2020
- Designed and implemented an authorized follow-up system, increasing customer retention by 22%.
Skills 0 proven through work
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Education
PGDM, Marketing and Operations
Institute of Management Technology (IMT Ghaziabad) · NaN — 2027
Certification, Digital Marketing
Delhi Institute of Digital Marketing · NaN — NaN
Bachelor of Arts, Arts
India Gandhi National Open University (IGNOU), New Delhi · NaN — NaN
Contact details
Contact details
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What drives their work
The Strategist
You observe the current state and design the optimal path forward.
Atul's superpower
You excel at understanding customer behavior and designing targeted communication strategies to drive desired outcomes.
How Atul works
You would excel in teams focused on optimizing customer lifecycles and driving business outcomes through strategic communication and process design.
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