Student Information Officer - Global University Systems - ilabs
(2019-08 - 2023-10)
- Handled international student support operations through email and voice channels while maintaining high customer satisfaction and service quality standards.
- Responded to customer queries related to admissions, services, documentation, and process guidance in a timely and professional manner.
- Maintained accurate customer records and updated operational information in internal systems and databases.
- Cross-skilled with the Assessment and Timetabling teams, supporting examination scheduling, assessment administration, and student query resolution while collaborating with cross-functional teams to ensure timely and accurate service delivery.
- Prepared operational and performance reports using MS Excel to support management reporting and process tracking.
- Coordinated with internal departments and stakeholders for issue resolution and escalation management.
- Analyzed recurring customer concerns and contributed process improvement ideas to improve customer experience and operational efficiency.
- Supported onboarding and training activities for new team members by creating process documentation and knowledge-sharing materials.
- Maintained quality standards and ensured adherence to company procedures and operational guidelines. Received multiple client appreciation awards for quality, accuracy, and consistent performance.
Subject Matter Expert (SME) - Global University Systems - ilabs
(2019-08 - 2023-10)
- Acted as the primary point of contact for process-related queries and escalations.
- Assisted team members with issue resolution and process guidance.
- Conducted knowledge transfer and training sessions for new hires.
- Participated in quality reviews, reporting activities, and operational improvement initiatives.
- Supported customer experience improvement initiatives through feedback analysis and reporting.
Contact center executive - St. Patrick's College
(2018-03 - 2019-04)
- Provided end-to-end support to prospective and existing students regarding admissions, enrollment, and academic programs at St. Patrick's College.
- Assisted students with application processes, document submissions, fee payments, and enrollment procedures.
- Addressed and resolved student concerns promptly, escalating complex issues to relevant departments when necessary.
- Maintained accurate student records and updated interactions using CRM and student management systems.
- Coordinated with admissions, finance, and academic teams to ensure seamless student support.
- Guided students on course information, intake schedules, visa-related documentation, and university policies.
Customer Support Executive - Amazon
(2017-05 - 2018-02)
- Handled customer order-related queries and provided prompt resolution through support processes.
- Worked with North America Retail customers specializing in promotions and gift correlated issues.
- Investigated customer complaints and provided accurate resolutions while maintaining service quality standards.
- Maintained confidentiality and accuracy of customer records and account information.
- Identified and escalated fraudulent activities and suspicious customer accounts.
- Delivered professional customer service while meeting productivity and quality metrics.
Process Associate - Genpact India Pvt.Ltd - Google
(2014-11 - 2017-04)
- Processed account recovery requests and customer support cases for Google account users.
- Investigated customer issues and ensured accurate processing within defined SLA timelines.
- Maintained customer data accuracy and process documentation standards.
- Assisted in reporting, data validation, and operational support activities.
- Collaborated with internal teams to resolve discrepancies and improve customer support processes.
- Participated in automation and process improvement initiatives under the "Insights" project.
- Supported team operations, reporting, and customer issue resolution activities.
Subject Matter Expert (SME) - Genpact India Pvt.Ltd - Google
(2014-11 - 2017-04)
- Assisted agents with process-related support and issue handling.
- Served as point of contact for escalations, queries, and feedback management.
- Managed day-to-day operational support activities.
- Prepared weekly, monthly, and quarterly reports for internal stakeholders.
