• Servicing the Student contact centre by responding inbound phone calls, online chat and email regarding admission etc.• Answer student questions, as well as question student to obtain full understanding of the requirement & best suitable course offering. • Document all calls with regards to student’s inquires accurately by data entry in CRM.• Monitoring student satisfaction levels, implementing action plans to improve satisfaction levels, resolving critical issues in the process and undertaking appropriate actions to prevent recurrence of issues.• Preparing Monthly, Weekly & Daily Sales MIS & ad hoc reports using MS excel for management.• Liaison with other departments /Universities/ Boards to ensure smooth processing of relevant work• Assisting with processing of student records; Also filing and scanning of student documents.• Accountable for the day to day smooth & error free functioning of the functions / duties associated with the Student support Service & Back office operations with the team at PAN India ICFP centres.

• Receive inbound calls from prospective students & suggest appropriate computer training course as per student’s profile.• Scheduling appointments of interested students at nearest NIIT centre with sales team & follow up to ensure walkin.• Answer customer questions, as well as question customer to obtain full understanding of information is being requested. • Document all calls with regards to customer’s inquires accurately by data entry in CRM.• Knowledge of products service to suggest best course for the customer• Monitor Call Tracking for responses call returns are done in a timely fashion• Performing a wide range of people management function from recruiting through on-boarding, goal setting, performance appraisal, training, competency building, & capacity planning, • Handled a team of 12 Customer care Executives engaged in taking Inbound calls as well as outbound telecalling.• Monitoring Customer satisfaction levels, implementing action plans to improve satisfaction levels, resolving critical issues in the process and undertaking appropriate actions to prevent recurrence of issues• Ensuring periodic performance reviews, developing short term & long term goals, and measuring results in the areas of Customer Delight, Service Level and Quality Assurance.• Supervising day-to-day operations of the floor like preparing Rosters, Transport plans & other floor admin. related issues.• Maintaining MIS and rendering the same to all the levels of management whenever required.• Call bargins to ensure quality calls & assist quality auditor in the investigation, root cause analysis and implementation of corrective actions

• Making Outbound calls to fresh as well as existing customer regarding new postpaid mobile connections ,new mobile plans, Value added services etc. • Answer customer questions, as well as question customer to obtain full understanding of the requirement & best suitable product offering. • Document all calls with regards to customer’s inquires accurately by data entry in CRM.• Monitor Call Tracking for responses call returns are done in a timely fashion. • Knowledge of products & services to suggest best for the customer. • Communicate clearly and effectively with customer.• Listen to recorded conversations for purposes of improved query handling .• Maintaining MIS and rendering the same to all the levels of management whenever required.

• Making outbound calls to GE-SBI customer regarding credit card Balance transfer & loan offers, insurance sales etc. • Document all calls with regards to customer’s inquires accurately by data entry in CRM.• Knowledge of products service to suggest offers available i.e. insurance,Balance transfer,Cash on call for the customer. • Monitor Call Tracking for responses call returns are done in a timely fashion• Communicate clearly and effectively with customer.• .Maintaining high quality scores along with achieving targets.