Adarsh Mishra

[email protected] • +91-9560513057 • House No. 105, Dwarka Sec 21, New Delhi - 110062

PROFESSIONAL SUMMARY

Dynamic and growth-oriented Business Development professional with 7+ years of progressive experience across customer service leadership, insurance partnerships, and strategic planning. Adept at forging and nurturing high-impact alliances with insurers, driving partner performance, and crafting scalable customer-first solutions. Proven ability to align cross-functional teams (BD, Ops, Product) to unlock growth opportunities, streamline processes, and deliver superior CX outcomes. Skilled in leveraging data and insights for decision-making, developing performance dashboards for CXO-level reviews, and executing initiatives that drive revenue expansion and market penetration.

WORK EXPERIENCE

Manager – Business Development: Insurance Relations & Customer Experience
04/2025 - Present
PolicyBazaar (Corporate Unit)
• Driving strategic alliances with insurance partners to unlock growth and elevate customer experience. Leading high-impact CX initiatives aligned with business goals and market dynamics.
• Serving as the central point between BD, Ops, and Product teams to accelerate onboarding and performance outcomes.
• Leveraging partner and customer insights to influence decision-making and fuel long-term value creation.
• Owning the relationship ecosystem while shaping scalable, customer-first solutions.
• Spearheading strategic initiatives to identify and unlock cross-sell and upsell opportunities.
• Driving insurer alignment and policy process standardization to enhance service delivery and reduce turnaround time (TAT).
• Anchoring business connects (daily U/W calls, weekly Ops & Partner connects) for medical and non-medical endorsements.
• Leading automation and tech integration initiatives across core service workflows.
• Delivering actionable dashboards for CXO reviews and driving continuous partner performance improvements.
Senior Team Leader – Customer Service
11/2022 - 03/2025
PolicyBazaar (Corporate Unit)
• Managed a team of 200 FTEs in GI (Health) , ensuring optimal performance & productivity.
• Oversaw end-to-end customer query resolution, including complex escalations related to health insurance policies, endorsements, claims, and renewals.
• Coordinated with internal stakeholders including sales, underwriting, claims, and operations teams to ensure seamless customer experience.
• Hiring & Trained and mentored teams, fostering a high-performance culture.
• Prepared and reviewed daily, weekly, and monthly MIS reports, identifying trends and driving corrective action plans.
• Performed a dual role as Program Manager, collaborating with cross-functional teams to launch new initiatives and drive continuous improvement in customer experience (CX).
Team Leader – Customer Experience & Operations Lead
04/2022 - 11/2022
HealthKart (Corporate Unit)
• Led and managed a PAN-India customer service team (180 – FTEs) , driving performance through regular coaching, feedback, and KPI tracking to consistently meet SLA and productivity targets.
• Coordinated with cross-functional teams such as logistics, warehouse, and tech to resolve order, delivery, refund, and product issues for customers across India.
• Enhance Prepared and analyzed PAN-India performance reports, identified trends and root causes, and shared actionable insights with management to drive continuous improvement.
• Monitored daily operational metrics including AHT, FCR, TAT, and quality scores, and implemented process improvements to enhance efficiency and service consistency nationwide.
Team Leader – Customer Service
01/2021 - 04/2022
Globiva (Business Process Management)
• Led and managed the CPP process team to ensure smooth day-to-day operations, SLA adherence, and high-quality service delivery.
• Monitored team performance against KPIs, productivity, and quality metrics, providing regular coaching and corrective actions.
• Coordinated with internal stakeholders and clients to align process requirements, updates, and compliance standards.
• Prepared and shared daily, weekly, and monthly MIS reports, analyzed trends, and drove continuous process improvements.
Team Leader – Customer Service
12/2019 - 01/2021
Concurrent Economy Pvt. Ltd.
• Managed customer service operations, team coaching, and performance improvement strategies.
• Achieved customer service excellence through process refinement and strategic interventions.
• Developed policies to ensure smooth workflow and SLA compliance.

EDUCATION

MBA in Business Management
Narsee Monjee Institute of Management Studies
Bachelor’s Degree (BA)
Delhi University
Higher Secondary (12th)
CBSE GPA: 82%

SKILLS

CERTIFICATIONS

Best Team Performance Award
01/2023
Policy Bazaar
Best Center Trophy
HCIN National Inter-Center Competition
Star Performer Award – Highest Collection via Tele calling team
01/2020
M3
Highest Conversion Rate in Health Insurance (Upselling, 2.38 Cr business – in a month)

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