 Responsible for Customer Experience Managing Franchise operations B2B The Smart Schools with respect to Franchisee business development and support in order to ensure their profitability and ease of doing business thereby enabling growth in Brand Equity and the network at large. Developing Business Plan for Franchise Growth in terms of Student Strength, Revenue Generation & Cash Flows. Execution of Existing Territory Rationalization, New Territory Identification, License Agreements and their Enforcement. Responsible for Customer Services Responsible for campuses training and development Responsible for Royalty recovery

 Responsible for Customer Experience Responsible for Telesales department and Targets Responsible for Inbound call Center operations Responsible for NR department operations Responsible for complaint department operations Responsible for Data Entry and Briefing department operations

 Responsible for Customer Experience. Dealing with high walk- in customer and there management Supervision of all Mobile Financial services (MFS) Daily reconciliation of Mobile Financial services (MFS) Customer needs evaluation and analysis. Building Strategy to achieve Daily and Monthly sale targets. Responsible for achieving customer satisfaction in the dimensions of performance criteria i.e. NPS and mystery shopping. Handling and satisfying all escalated customer graciously. Handling all admin related activates. Focus on the needs of external as well as internal customer. Inventory management. Strong follow-up on customer’s needs and complaints. Ensuring smooth operations of Experience Center as per defined SOP. Training of all staff to deliver high standard customer facilitation. Franchise outlet Training & developments Ensuring the availability of products/stock at franchise end as per business requirements. Availability and visibility of POS material at franchise end.

 Responsible for Customer Experience Maintaining Finance and Inventory. Supervision of all Mobile Financial services (MFS)  Daily reconciliation of Mobile Financial services (MFS) Daily Bank Correspondence for Mobile Financial services (MFS) Ensuring First Visit Resolution (FVR) to the customers. Coaching and motivating team members for sales and other KPI’s. Training new team members and make them aware of their job description. Managing Adherence, Productivity, NPS & Sales of Experience Center.  Maintaining overall environment including upkeep of center.

 Maintain the Ambiance of the Customer Care Centre as per Standard Quality Requirements In-house Sales Experience: Promoting products and services to potential clients, Providing after sales services to existing customers, Generating leads, Maintaining databases and processing sales orders, Avoiding Stock shortage by ensuring on-time deliveries from back-end. Handling of operational activities over service/sale counters. Assisting Customer Care Center Manager in scheduling and other tasks assigned by him / her.  Coordination with other CS related departments Working as an Acting Team Lead.

 Won the award of TEAM OF THE MONTH 5 times. A+ Performance throughout the years. Worked as an acting team Leader for 3 months Trained 2 batches for Contact Center with QAST (Quality assurance services and training) Team.

 Responsible for providing quality customer support services on the basis of provided guidelines. Coordination with different countries destination for its shipment delivery  Follow-up of customer shipment till destination