ALISHA AHMED
Summary
Dedicated and results-oriented professional with expertise in student engagement, onboarding, and retention. Skilled in providing exceptional customer service, driving sales, and leveraging technology to enhance student experiences. Proven ability to collaborate across teams, manage projects, and lead initiatives that support student success and smooth transitions. Strong communicator with a track record of achieving targets and improving student retention.
Overview
5
5
years of professional experience
Work History
Student Success Coordinator
Shorelight Education India Private Limited
10.2022 - Current
Pre- and Post-Arrival Support (Customer Engagement):
- Partnered with US and UK universities to assist international students with first-year program registration and onboarding, ensuring a seamless transition.
- Managed student communications related to program preparation, schedule changes, and technology updates, facilitating smooth transitions.
- Delivered exceptional customer service during the pre-arrival phase, ensuring timely follow-ups and effective resolution of concerns.
- Collaborated with Campus Teams, Enrollment Services, Admissions, and Recruitment to enhance the overall student experience and drive satisfaction.
- Achieved a 90% student retention rate by identifying at-risk students, offering personalized counseling, and reducing melt and transfer-out rates.
- Managed multiple projects and tasks in collaboration with key stakeholders, ensuring timely completion and target achievement.
- Facilitated post-arrival engagement, assisting students in acclimating to life in the US and completing university enrollment procedures.
- Participated in campus orientations and provided 1:1 coaching via Zoom, live chat, email, and text to support students' academic and social success.
- Exceeded 90% of sales targets by promoting ancillary products and services (e.g., travel assistance, SIM cards, bank account setup, and insurance), enhancing students' transition into US life.
- Utilized Salesforce, Zoom, live chat, and WhatsApp API to optimize student engagement, streamline communication, and resolve issues quickly.
- Contributed to the development and implementation of new projects, adapting to evolving student needs and university requirements.
SENIOR ACADEMIC MENTOR
LIDO LEARNING
05.2022 - 08.2022
- Supervised and mentored 10 Academic Mentors, overseeing the management of a remote tutoring team to ensure effective delivery of services.
- Managed a customer base of 1,200, consistently meeting key performance indicators for customer retention and satisfaction.
- Achieved a 90% customer retention rate by implementing data-driven strategies and aligning team efforts with customer satisfaction goals.
- Demonstrated resilience and enthusiasm in a fast-paced, dynamic work environment, maintaining high performance under pressure.
ACADEMIC MENTOR
LIDO LEARNING
06.2021 - 04.2022
- Delivered proactive support to a diverse customer base of 200+ individuals, ensuring optimal learning experiences and swift resolution of concerns.
- Achieved 80% student retention by implementing effective engagement strategies, contributing to a growing and sustainable student base.
- Managed a team of 10 tutors, overseeing content delivery, instructional methods, and overall teaching effectiveness.
- Designed and implemented regular assessments to enhance tutoring techniques, boosting student learning outcomes and retention.
Online English Tutor
LIDO LEARNING
06.2020 - 05.2021
- Applied in-depth knowledge of curriculum and tutoring methodologies to support incoming students, ensuring tailored learning experiences.
- Delivered online instruction via the organization's designated platform, maintaining engagement and clarity for all learners.
- Built strong relationships with individuals from diverse backgrounds, adapting to varying language skills and unique learning needs.
Education
B.Ed - English
TRINITY B.Ed College
2021
Master of Arts - ENGLISH
AMITY UNIVERSITY
2019
Bachelor of Arts - English
SHRI SHIKSHAYATAN COLLEGE
2017
ISC - Commerce
NIRMALA CONVENT SCHOOL
2014
ICSE - SECONDARY
NIRMALA CONVENT SCHOOL
2012
Skills
- Customer Engagement and Support:
- Student Onboarding & Registration
- Student Retention Strategies
- Academic and Social Counseling Sales and Marketing:
- Sales Target Achievement
- Cross-Selling & Upselling
- Client Relationship Management (CRM) Project Management:
- Cross-Functional Collaboration
- Deadline Management Technology and Tools:
- Salesforce CRM,Live Chat Software,WhatsApp API
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Google Workspace (Docs, Sheets, Slides) Communication:
- Written & Verbal Communication
- Presentation & Public Speaking
- Cross-Cultural Communication Leadership and Management:
- Team Supervision & Leadership
- Performance Monitoring & Reporting
- Training & Development
Accomplishments
Earned LIDO ACHIEVER Certificate for creating student delight.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Student Success Coordinator
Shorelight Education India Private Limited
10.2022 - Current
SENIOR ACADEMIC MENTOR
LIDO LEARNING
05.2022 - 08.2022
ACADEMIC MENTOR
LIDO LEARNING
06.2021 - 04.2022
Online English Tutor
LIDO LEARNING
06.2020 - 05.2021
Bachelor of Arts - English
SHRI SHIKSHAYATAN COLLEGE
ISC - Commerce
NIRMALA CONVENT SCHOOL
ICSE - SECONDARY
NIRMALA CONVENT SCHOOL
B.Ed - English
TRINITY B.Ed College
Master of Arts - ENGLISH
AMITY UNIVERSITY
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