Anand Krishnan V Email & Phone Number

Bengaluru, Karnataka, India

● Managedcustomerescalations effectively, utilizing strong communication, problem-solving, and organizational skills. ● Oversawtheescalation process within the organization, ensuring clear reporting paths for employees and efficient resolution of issues. ● Collaborated with cross-functional teams to address customer concerns promptly and accurately. ● Maintainedup-to-date knowledge of company products, services, and policies to provide informed support. ●… Show more ● Managedcustomerescalations effectively, utilizing strong communication, problem-solving, and organizational skills. ● Oversawtheescalation process within the organization, ensuring clear reporting paths for employees and efficient resolution of issues. ● Collaborated with cross-functional teams to address customer concerns promptly and accurately. ● Maintainedup-to-date knowledge of company products, services, and policies to provide informed support. ● Monitoredcustomer satisfaction levels and implemented improvements based on feedback. ● Trainednewcustomer service representatives on escalation procedures and contributed to the development of new policies. ● Reviewedcasefiles to ensure proper escalation procedures were followed and addressed questions from colleagues regarding the process.● Investigated and resolved customer complaints in a professional and courteous manner, taking ownership of tasks and executing processes accurately and promptly. Show less

Chennai, Tamil Nadu, India

NOTABLE ACHIEVEMENTS- Resolved 2,210 highly intense issues to 1,346 unique students.- Provided tailored solutions for over 6,750+ issues to 2,440+ unique students.- Successfully resolved 760+ refund issues to 500 unique students with a 1% refund rate, saving approximately 1.3 crore for the organization.- Achieved 100% success rate in resolving customer bank disputes.- Communicated with customers for over 900+ hours via phone… Show more NOTABLE ACHIEVEMENTS- Resolved 2,210 highly intense issues to 1,346 unique students.- Provided tailored solutions for over 6,750+ issues to 2,440+ unique students.- Successfully resolved 760+ refund issues to 500 unique students with a 1% refund rate, saving approximately 1.3 crore for the organization.- Achieved 100% success rate in resolving customer bank disputes.- Communicated with customers for over 900+ hours via phone call._____________________-Manage issues of ( GRE, IELTS, TOEFL, Admission ) four business unit of the company. Train and lead Quality Assurance team, ensuring that they are engaged,motivated, and aligned with the Business goals.-Analyze and interpret customer data to identify issue trends, design effective processes to increase the efficiency of the team and opportunities for improvement, and use data to drive decision-making. Tracked team performance, analyzed issues, and presented data to Leadership team weekly for informed decision-making on business performance and resource allocation.-Developed and implemented strategies that enhance the digital customer experience, increasing customer satisfaction and loyalty by delivering value, throughout the customer life cycle.-Identify and promote cross-selling opportunities. -Identify areas of improvement and eliminate performance bottlenecks in the delivery process of the highest revenue generating business unit of the company, resulting in an increase in the Promoter Percentage from 40% to 55% over two quarters.-Enable data-driven decision-making across Sales, Marketing, and Service teams by writing SQL queries and delivering valuable insights.-Established a streamlined process for conducting NPS surveys, analyzing customer feedback, and implementing preventive measures. This initiative resulted in a remarkable boost in the Promoter Percentage from 35 % to 50% within the delivery process of our company's business unit with the highest rate of customer acquisition. Show less

Chennai, Tamil Nadu, India

-Boosted completion rates of LOR and SOP questionnaires by 35% and 96%, respectively, through student interaction and proactive follow-up.-Managed payment invoices for 200+ contract-based employees, meticulously verifying the accuracy of provided data. Collaborated with the payment team to determine appropriate payment amounts for external authors and diligently followed up to ensure prompt dispatch and receipt of payments.-Monitored day-to-day service delivery and ensured that supply… Show more -Boosted completion rates of LOR and SOP questionnaires by 35% and 96%, respectively, through student interaction and proactive follow-up.-Managed payment invoices for 200+ contract-based employees, meticulously verifying the accuracy of provided data. Collaborated with the payment team to determine appropriate payment amounts for external authors and diligently followed up to ensure prompt dispatch and receipt of payments.-Monitored day-to-day service delivery and ensured that supply and demand were always in equilibrium within the Business Operations Unit, and initiated improvements to enhanc quality standards, Customer Success and delivery performance. Show less