Centre Manager - COLLEGEPOND COUNSELLORS PVT LTD - India
(2023-05)
Responsible for administering all aspects of day-to-day testing operations at the test centre, ensuring adherence to operational policies, examination procedures, and security measures. Led end-to-end onboarding and operational launch of PSI examinations. Oversee administration of GARP examinations and 22 PSI exams (primarily IT-based).
- Led end-to-end onboarding and operational launch of PSI examinations, including vendor documentation, infrastructure readiness, facility imaging, compliance validation, and coordination with PSI stakeholders.
- Independently completed vendor security forms including DVR configuration, IP address mapping, secure login credential setup, and surveillance compliance submissions in alignment with ETS and PSI security standards.
- Oversee administration of GARP examinations and 22 PSI exams (primarily IT-based), ensuring adherence to vendor-specific operational, technical, and security protocols.
- Provide team leadership to Test Administrators (TCA) and proctors, ensuring smooth execution of GRE, TOEFL, PSI, GARP and several other exams.
- Oversee overall operations, delegate responsibilities, and escalate issues to ETS as appropriate.
- Record and report all operational discrepancies, technical issues, or candidate-related problems in a timely manner.
- Lead recruitment, onboarding, and training of permanent and contract staff to maintain operational excellence.
- Ensure compliance with ISMS policies, including email security, password management, and incident reporting.
- Conduct infrastructure assessments, reporting technical or facility shortfalls, and facilitating upgrades to meet ETS requirements.
- Deliver operational training to centre staff on exam policies, security procedures, and quality practices.
- Monitor staff performance and implement process improvements to enhance efficiency and candidate satisfaction.
- Maintain inventory of test materials, equipment, and centre resources, ensuring audit readiness.
- Manage incoming shipments from ETS, including webcams, test materials, and headphones, ensuring secure handling, accurate inventory tracking, and timely setup for test operations.
- Ensure all equipment is operational and test stations are free of extraneous materials.
- Review transmission logs, upload daily TOEFL & GRE test results, and download schedules.
- Coordinate with ETS Help Desk (HD) to investigate and resolve technical issues.
- Administer TOEIC examinations (ETS), conducted periodically based on candidate demand, ensuring full compliance with ETS operational and security standards.
- Share monthly GRE & TOEFL exam schedules from the ETS portal with the Digital Marketing Manager to support promotions, website updates, and student communication.
- Check-in candidates, verify identification, explain the test process, and review rosters.
- Identified and prevented impersonators/scammers attempting to take the TOEFL exam; ensured secure test administration by reporting incidents to ETS Test Centre Security.
- Support candidates requiring special accommodations as per ETS guidelines.
- Train and coach new hires, ensuring excellent candidate service and operational compliance.
- Share Customer Satisfaction Survey results provided by ETS with management and relevant teams to improve service quality and candidate experience.
- Conduct follow-up calls and counselling for students interested in GRE & TOEFL exams assisting them with queries and guiding them through registration to successfully convert leads into booked exams.
Test Center Administrator - PROMETRIC TESTING PRIVATE LIMITED - India
(2015-05 - 2019-02)
Maintained working knowledge of policies, practices, and procedures. Managed online/offline exams monthly/quarterly in Mumbai and outside Mumbai like GARP and PMP. Maintained confidentiality for clients and security of all testing software and environment.
- Maintain a working knowledge of policies, practices, and procedures.
- Greet Examinees and verify identification.
- Manage online/offline exams monthly/quarterly in Mumbai and outside Mumbai like GARP and PMP.
- Identify and report problems occurring at the site.
- Resolve candidate and building problems or report them to appropriate supervisor.
- Maintain confidentiality for clients and security of all testing software and environment.
- Monitor environmental conditions and keep them within established limits.
- File reports with corporate office for occurrences outside acceptable guidelines.
- Maintain office environment to Prometric corporate standards.
- Accept responsibility for special projects as assigned by Manager.
- Comply with technology acceptable use and security policy.
- Adhere to ISMS policy directions such as email, password, and incident reporting.
Assistant to Counsellor - EDWISE INTERNATIONAL - India
(2014-02 - 2015-03)
- Verification of application forms and documents submitted by applicants.
- Assisted students in shortlisting universities based on requirements.
- Sent applications to UK Universities and coordinated for offer letters.
- Maintained registers and files for student applications.
- Converted applicants to paid students for their chosen university.
- Prepared various reports required by the Head Office.
- Handled visa inquiries, assisted with visa documentation & applications.
- Created & updated applications on the Data-Software (ECRM).
- Handled university interviews and prepared reports.
