Arun Kumar

Dynamic and versatile professional with over 6 years of cross-functional experience in business development, operations management, student counselling, and billing administration within the education consulting industry. Proven track record in establishing strategic B2B partnerships, driving process optimizations, and managing end-to-end client relations. Adept at navigating complex stakeholder ecosystems, handling international documentation, and leading cross-functional tasks to accelerate business growth.

Business Development & Operations Associate at Study Abroad Educational Consultants (on behalf of Russian Centre of Science and Culture) (2020-10 – Present)

• Spearhead end-to-end B2B partnerships and business development strategies to expand corporate and institutional networks.
• Manage student counselling operations, guiding aspiring candidates through educational pathways and international university selection.
• Oversee talent acquisition and recruitment processes, liaising with recruiters to effectively source and hire top-tier operational talent.
• Supervise accounts billing and revenue tracking workflows, ensuring precise financial documentation and database integrity.
• Head initial tele calling campaigns, maximizing lead conversion rates and setting up a robust sales pipeline for the organization.
• Manage international university communications, streamline visa documentation, and coordinate cross-functional logistics tasks — including candidate transit and coordination — to guarantee seamless service delivery.

Process Associate at Vertex Customer Care Pvt Ltd (2020-10)

• Handled inbound and outbound calls under the RNR (Retention) process, engaging customers who were at risk of discontinuing services.
• Identified customer pain points through active listening and applied structured retention strategies, offers, and troubleshooting steps to prevent cancellations.
• Followed a defined retention call sequence — acknowledging the concern, probing the root cause, presenting tailored solutions or offers, and confirming resolution before closing the call.
• Documented call outcomes, customer feedback, and retention actions in the CRM system to maintain accurate tracking of save rates and churn drivers.
• Escalated complex or unresolved retention cases to team leads, coordinating follow-up until closure.
• Consistently met or exceeded monthly retention, save-rate, and call quality targets.

Bachelor of Computer Applications in Computer Applications – Mar Gregorios College of Arts and Science

Diploma in Computer Technology in Computer Technology – Central Polytechnic College