PROFESSIONAL EXPERIENCE

Byju's

Service Counsellor

1) Customer Retention:

•Regularly communicate with students and parents to understand their needs and address concerns promptly.

•Implement loyalty programs or incentives for long-term commitments.

•Conduct satisfaction surveys to gather feedback and make necessary improvements. 2) Course Renewal:

•Provide timely reminders to students about course renewals.

•Offer incentives or discounts for early renewals.

•Highlight the benefits of continuing education with your institution. 3) Up-selling/Cross-selling:

•Identify complementary courses or services that would benefit existing students.

•Create personalized recommendations based on students' interests and performance.

•Bundle-related courses or services for a discounted rate. 4) Marketing Activities - Reference Generation:

•Encourage satisfied students and parents to provide testimonials or referrals.

•Implement a referral program offering rewards for successful references.

•Showcase success stories and positive feedback in your marketing materials. 5) Communication Management:

•Utilize CRM tools like Salesforce, LeadSquared, and Tooljet to streamline communication.

•Establish clear communication channels for parents, students, teachers, sales, marketing, and the central team.

•Regularly update stakeholders on upcoming events, programs, and important information. 6) Technical Support:

•Provide basic troubleshooting guides and resources for common device issues.

•Offer technical support through various channels such as email, phone, or online chat. 7) Administrative Responsibilities:

•Efficiently manage administrative tasks using project management tools.

•Prioritize tasks to ensure smooth day-to-day operations.

•Keep detailed records of center activities and progress. 8) Project Management:

•Break down projects into manageable tasks and set realistic timelines.

•Regularly update stakeholders on project status.

•Identify and mitigate potential risks before they impact the project. 9) Student Performance Tracking:

•Implement a system for consistent and objective performance tracking.

•Provide regular reports to parents and students on academic progress.

•Identify areas of improvement and offer additional support when necessary. 10) Conflict Resolution:

•Develop a clear process for addressing conflicts between students/parents and teachers.

•Act as a mediator to understand the concerns of both parties and find a resolution.

•Document and learn from conflict situations to improve future interactions. 11) Fee Structure Management:

•Keep fee structures transparent and easily accessible.

•Offer flexible payment options to accommodate different financial situations.

•Communicate any changes in fees or payment schedules well in advance. 12) Counseling and Clarification:

•Conduct regular counseling sessions for students and parents(PTM).

•Address doubts promptly and provide clear, concise information. 13)Liaison with Head Office and Academic Lead:

•Maintain open communication channels with the head office for updates and coordination.

•Collaborate with the academic lead to enhance the student-teacher relationship.

•Stay informed about upcoming programs, admission tests, and special offers(BAST). Adtech System

Customer Support and Technical Testing Specialist

1) Hardware and Software Testing:

Conducted thorough testing of hardware and software machines to ensure optimal functionality. 2) Project Management:

Managed city projects involving various products such as kiosks, IVR, POS, and web applications. 3) Stakeholder Communication:

Effectively communicated with city officials and consumers to coordinate project activities. 4) Issue Identification and Resolution:

Identified issues, analyzed information, and provided effective solutions to problems. 5) Operational Improvement:

Resolved problems, contributing to the improvement of overall operations. Raman Jaiswal

ad2w7c@r.postjobfree.com +91-970**-***** Navi Mumbai:- Panvel, India Indian 2022/04 – present

Navi Mumbai, India

2021/08 – 2022/04

Navi Mumbai, India

Raman Jaiswal ad2w7c@r.postjobfree.com 1 / 3

6) Exceptional Customer Service:

Provided exceptional service to both internal and external stakeholders. 7) Team Communications:

Developed team communications and informational materials for meetings. Cognizant

Senior Process Executive

1) Customer Maintenance and Retention:

Successfully maintained and retained customers, implementing strategies for business growth. 2) Team Leadership:

Led and guided a team to achieve set targets, fostering a collaborative, high-performance culture. 3) Program Development:

Established and directed successful programs aligned with team objectives. 4) Data Analysis and Process Enhancement:

Generated metric reports, interpreted results, and developed processes and solutions for continuous improvement.

5) Audit Reporting:

Report audit results to management, contributing to better utilization by team associates. 6) Innovation and Business Target Achievement:

Introduced and implemented innovative ideas to achieve business targets. 7) Process Optimization:

Provided new ideation to streamline processes, enhancing efficiency. 8) Training and Development:

Conducted training sessions for associates, focusing on education and updates. 9) Customer Retention Strategies:

Implemented out-of-process assistance to retain and satisfy customers. Junior Process Executive

1) Customer Relationship Management:

Maintained customer relationships to contribute to the achievement of team goals. 2) Issue Resolution and Customer Education:

Effectively solved customer issues and complaints. Educated customers about the product to enhance their understanding. 3) Ideation for Team Goals:

Contributed innovative ideas to help the team achieve its goals. 4) Qualitative Work:

Consistently provided high-quality work in various situations. 5) Productivity Enhancement:

Maintained a high level of productivity to meet or exceed performance standards. 6) Database Management:

Collated and managed databases within the team, ensuring data accuracy and accessibility. EDUCATION

Bachelor of Management Studies (B.M.S)

Vidyalankar School of Information Technology Mumbai Indian School Certificate (12th)

Christ Church School

ICSE - Indian Certificate of Secondary Education (10th) Barnes School and Junior College

SKILLS

Project Management

Decision Making Management

Product Knowledge

Time Management

Customer Relationship

Management

Center Management

Negotiation Skills

Database Management

Building systems and services

Objection Handling

Quality audit Management

Training and Mentoring

Effective Communication

LANGUAGES

Hindi and English

TOOLS

Salesforce Tooljet LeadSquared

2019/07 – 2021/04

Navi Mumbai, India

2018/07 – 2019/07

Navi Mumbai, India

Mumbai, India

Mumbai, India

Nashik, India

Raman Jaiswal ad2w7c@r.postjobfree.com 2 / 3

CERTIFICATES

The Complete Introduction into Digital Advertising: All in 1 Excel Formulas & Functions Basic to Advanced

Salesforce Fundamentals

Time Management, Productivity, Decision Making Tools & Aids PROJECTS

A Study On Impact of Social Media Marketing On Consumer Buying Behaviour. Guidance Under: Prof. Dr. Ashwini

2017/06 – 2018/02

Raman Jaiswal ad2w7c@r.postjobfree.com 3 / 3

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