• Proven leadership in managing a team of 20 members.• Expertise in daily KPI reporting and management.• Implemented effective process improvement strategies to ensure operational excellence.• Proficient in utilizing Google Docs, Sheets, and Microsoft Excel for streamlined bulk reporting and presentations.• Hands-on approach to identifying and addressing team challenges, ensuring efficient business-as-usual operations.• Skilled in reports reconciliation and meticulous data management for new process implementations.• Established strong inter-departmental collaborations to enhance process cohesion and bridge operational gaps.

•To cater to customer queries via call, chat, email, social, etc.• Identify and build ways to bring to the customer what they want, not just what they need, faster.• Create processes to improve the internal day-to-day efficiency of the CX team• Solve real-time operational problems• Conducting customer surveys to understand specific pain points and liaising with product• Build deep insights about customers and their requirements.Key Achievements:• Led the charge in boosting our online presence: Generated the highest number of Google reviews elevating rating from 4.1 to an impressive 4.4. • Honored with the Gold Award for Consistent Excellence.

• Creating Lead engagement plans and strategy for our clients.• Successfully onboarded 100+ clients from tier II and tier III cities.• Developing processes by liaising with investors and partner universities.• Coordinating between multiple teams in the organization, partnering closely withCoaches and Key Account Managers.• Providing feedback and insights to increase revenue and sales.• Working closely with senior management and external stakeholders for smoothworkflow.Key Achievements:• Generated revenue for approximately 1 Crore.• 80+ students secured admissions in universities like Essex, Exeter, LiverpoolUniversity, and more.• Managed 1000+ leads through CRM tool - Leadsquared.• Ensured positive clientele experience and increased retention rates by 20%.• Successfully achieved monthly targets of 125 student applications.

• Strategized plans for sales and customer engagements.• Hired and managed 110+ volunteers over 39 Zostel properties across India.• Conducted training sessions for volunteers• Developed plans for improving customer experience.• Organized 100+ in-house events and workshops.Key Achievements:• Event management of a music tour with Osho Jain.• Successfully partnered with Clinikk’s Healthcare to provide COVID-19 Insuranceto all employees.• Onboarded local transportation vendors for Bike Rentals, Taxis and trip curators