Handling a cohort of clients acting as SPOC for them.- Ensuring escalations to be negligible.- Maintaining healthy inter-departmental communication to ensure quicker solutions by adhering to theorganizational guidelines and policies.- Ensuring a smooth journey and quick resolutions to the client so as to maintain a good retention rate.- Assisting teammates in handling potential sorecases.- Successful conduction of onboarding of the clients and assisting them with a better understanding of the product or dashboard.- Consistently and persistently following up inter team to ensure assistance is provided to the client optimally.

Customer Success Management-Handling a bucket of 90+ students. Taking care of the entire journey of thestudent from onboarding till course completion. Closure of the queries raisedby the client. Application interface training to the clientATL-Handling a team of 11 CSMs along with handling a bucket of 200 students.Maintaining a suitable work environment in the team while making sure thequality of the output given by my team to the organization.Helping out the team with the queries, escalations, process amendments,RCAs and encouraging them in the situations of a pinch and pressure. Actingas a REPRESENTATIVE of the team to the hierarchy.Academic Moderation- Demo Conduction for the clients in case of course add on requirement fromthe client. Transferring the details to the supply team and taking onus of thesuccessful conductionProcess Training-Providing training to all the new joinersFreelancer Payments-Calculating and transferring the amounts to their filo wallets for eachfreelancer and responding to any queries that might be raised.

Designed time stamps of 20+ lectures concerning the topics that were being taught daily.• Fabricated time stamps with the precision of even a second before they go live on the platform• Ensured that the right lecture number is in the pipeline from the pool of 100+ to be uploaded• Synchronized with the team 50+ tutor with respect to the topics being taught• Preserved the entire data of 350+ lectures on Excel for any further reference