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Member Profile

Atif Mehmood (18 Yrs in the industry)
Contact Center & Retention Business Head
TPL Insurance Ltd
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About Me, My Hobbies & Interests!

Have over 7 years of experience in Customer Relations, Vehicle Tracking & Fleet Management Solutions, Motor Insurance Renewal, Business Process Outsourcing, Internal Audit & FMCG. Specialties:  Client Compliance Implementation/ Client Relationship Management  Ensuring consistency in achieving Targets  Setting up and Monitoring Operations Metrics to achieve standards  Working with Client to Formulate and Implement Quality Standards  Addressing Customer concerns and Dealership Acquisition  Performance Action Plans / Evaluation of Performance Responsible for managing the services & revenue deliverables annually of PKR 1 Billion pertains to outsourced functions of TPL Group Companies; To lead the outsource portfolio and execution of transforming the current support environment. Contact Centre Operations: • Manage DTD performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget with 100 Agents, 2 AMs, 4 Supervisors. • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting. • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and meeting Service Level Agreement (SLA) performance, • Deliver cost efficiencies and increased in Customer Satisfaction Scores & Staff occupancy. • Find and close new revenue opportunities within the existing client base, • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, • Managing Sale Support Services (Welcome Calls / Claim Feedback, NPS. Digital Sales - Responsibilities include: • New Business Development of Revenue Target 100 Million PKR through Digital Channels which includes Contact Center, Social Media, Websites, E-Commerce, Online Chat. • Develop & drive the online sales propositions including Bundling, Cross Selling of group companies • Develop clear reporting metrics and procedures to measure effectiveness, conversions, CPA, Lead to Sale Velocity, and ROI across all online/digital channels. • Establish and maintain strong relationships with key stakeholders inside and outside the organization Digital Retention - Responsibilities include: • To retain and manage revenue retention portfolio of TPL Companies. • TPL Insurance - Renewal portfolio with premium target of over 600 Million PKR Annually. • TPL Trakker – Renewal portfolio with revenue target of over 300 Million PKR Annually.

Company Details

Pakistan's First Direct Insurance Company that providing claim settlement services within 7 days with 24 hours Contact Center.


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