• Managed end-to-end delivery and operations of Simplilearn’s B2C business model, along with a core team of 5 members.• Handled customer escalations and queries on Simplilearn’s product and platform, mobilising comprehensive query-resolution mechanisms internally• Managed partner-specific and vendor-specific operations and support functions, and front-ended the examination partnerships of Simplilearn’s core products.• Enabled and successfully monitored global operations of live… Show more • Managed end-to-end delivery and operations of Simplilearn’s B2C business model, along with a core team of 5 members.• Handled customer escalations and queries on Simplilearn’s product and platform, mobilising comprehensive query-resolution mechanisms internally• Managed partner-specific and vendor-specific operations and support functions, and front-ended the examination partnerships of Simplilearn’s core products.• Enabled and successfully monitored global operations of live sessions, including managing D-SAT, NPS and Feedback Analysis processes. Show less

• Handled customer learning journey from Self-training to Certification on the products purchased.• Assisted customers with walk-throughs of the product and platform along with pre-class engagement and in-session query resolution.• In class hosting, Q&A facilitation, assignment & project evaluation, demo class management, project mentoring consultant for course & content related queries or clarification.• Learner journey management and support throughout the customer journey… Show more • Handled customer learning journey from Self-training to Certification on the products purchased.• Assisted customers with walk-throughs of the product and platform along with pre-class engagement and in-session query resolution.• In class hosting, Q&A facilitation, assignment & project evaluation, demo class management, project mentoring consultant for course & content related queries or clarification.• Learner journey management and support throughout the customer journey, contributing to increasing NPS from 57 to 69 in 1 year. Show less

• 3 years of customer relationship management, understanding customer needs and developing plans to address them• Identified key staff in client companies to cultivate profitable relationships and resolved customer complaints quickly and effectively• Forwarded upselling and cross-selling opportunities to the sales team and promoted high-quality sales, supply and customer service processes• Worked towards preserving customers and renewing contracts with an approach involving… Show more • 3 years of customer relationship management, understanding customer needs and developing plans to address them• Identified key staff in client companies to cultivate profitable relationships and resolved customer complaints quickly and effectively• Forwarded upselling and cross-selling opportunities to the sales team and promoted high-quality sales, supply and customer service processes• Worked towards preserving customers and renewing contracts with an approach involving establishing relationships with potential customers• Gained solid knowledge of competitors, and shared insights and intelligence with the business team Show less