->Leading a team of 10 peer leaders to guide and support 3000+ new students transitioning into their academic journey.-> Successfully planned and executed a variety of engaging events to enhance student engagement.-> Fostered strong relationships with team members, students, and stakeholders to ensure the smooth and effective delivery of the program.

-> Provide support for new students in their transition to UCW and a new environment.-> Coordinating with Student Affairs and senior Peer Leader in organizing events for new students.-> Build leadership, communication, problem-solving, and initiative skills in new and current students.

• Delivering exceptional customer service through all GEC contact center channels, including phones, email, and chat.• Managed customer queries regarding placing new orders, order status, quality issues, payment issues, and general queries through Microsoft D365.• Multi-tasking efficiently, navigating several programs and applications to provide solutions, and tracking guest interactions.

-> Managed multiple agile projects for Japan, Korea, China, and Global customer service teams to improve revenue and quality of customer service.-> Collaborated with Leadership to set core customer service metrics such as conversion, revenue and rejection targets through in-depth data analysis and creating relevant reports for easy decision making.->Extensive stakeholder and user management across employee levels.-> Collaborated extensively with the technology team to deliver several automation projects to improve customer experience and increase operational efficiency. -> Worked with HR to inculcate organizational values in customer service teams through fun team-building activities and planning team offsites.-> Managed internal innovation platform for customer service teams by assessing and promoting ideas shared by team members.

-> Training and development along with on-the-job training for new employees joining the customer service team.-> Worked on various strategic publisher partnerships such as Wiley, Sage, Taylor & Francis, Emerald, and various smaller publishers with the author service partnership team to set up customer service teams, systems and processes.-> Account management for high-value B2C clients for the Global market. -> Set up a multicultural chat team consisting of team members from Japan, Korea, China and Global markets along with target setting and improving operational processes. -> Collaborated with the Technology team to revamp the Editage website and user testing for various product launches.

-> Managed contact center for the Global, Taiwan and Brazil team through emails (Freshdesk), Chat (Zendesk) and calls. -> Streamlining customer service processes to improve operations, response times, and customer satisfaction-> Worked with leadership to integrate Brazil and Taiwan markets into the Global market to maximize operational excellence and improved response times by 60% and conversions by 35%. -> Collaborated with Product managers to bring in automation for reducing non-value-added work in daily operations and improved operational efficiency 40%.-> Managed the Project for launching website chat on 35+ publisher partner websites and trained the customer service teams for the same.

-> Managing the chat process for the global contact center team.-> Engaged with customers successfully converting them and increased monthly targets from $2,000 to $35,000 within 4 months. -> Shared customer insights, purchasing trends and customer journey with the marketing team and worked towards SEO and keyword improvement for lead generation.