Alman Khan
Bareilly
Summary
Results-driven Program Manager with extensive experience in operations, customer support, and team leadership. Proven expertise in client retention, dispute resolution, payment collection, and process optimization. Adept at managing cross-functional teams, improving customer satisfaction, and implementing SOPs to enhance efficiency. Strong background in international client relations (US/UK), CRM systems (Zendesk, Freshchat, Salesforce, etc.), and social media strategy. Skilled in performance tracking, business development, and financial coordination. Passionate about driving customer success and operational excellence to achieve business growth.
Overview
5
5
years of professional experience
Work History
Operations Manager
k21Academy
London
10.2023 - Current
- Leading a team of 5-6 members
- International calling experience (US/UK clients)
- Managing payment collection for failed transactions
- Strong focus on client retention and support
- Handling dispute cases with Stripe and PayPal
- Social media strategy for product value enhancement
- Collecting and managing customer reviews and video testimonials
- Creating and refining SOPs for smoother operations
- Coordinating with HR and finance for expense sheets and incentive rollouts
- Quality checking calls for optimal service delivery
- Setting KPIs for team members and tracking performance
- End-to-end customer journey management
- Assisting growth team in recruitment and interviews
- Strong communication and retention skills
Sr. Operations Associate
Coding Ninjas
Gurugram
12.2022 - 10.2023
- Aligning SOPs and processes with the product team
- Managing email support and resolutions
- Handling refund cases
- End to End Support.
Customer Service Representative
unacademy
Bangalore
12.2021 - 11.2022
- Live chat specialist
- Conducting welcome calls and explaining the platform
- Email support via Helpdesk team
- Social media escalation management
- Collaborating with the product team for customer requirements
- Outbound technical and general support calls
L2 Concierge
Whitehatjr.
Bangalore
07.2021 - 10.2021
- Conducting onboarding calls and collecting feedback
- Working on NSA/NST leads
- Assisting inactive customers
- Managing batching department for student scheduling
- Resolving customer queries via inbound and outbound platforms
Senior Relationship Manager
Lido Learning
Delhi
03.2020 - 07.2021
- Onboarding Specialist
- Solving queries via calls
- Tracking attendance
- Taking feedback on a weekly and monthly basis
- Handling live chats for premium customers
- Managing inbound calls and working with the ticketing team for resolutions via mail
- Handling escalation calls and refunds
- Business Development Associate (Sales)
Education
MBA - Marketing Management
Invertis University
Bareilly04-2022
Bachelor of Technology - Civil Engineering
Invertis
Bareilly04-2020
Skills
- Team Leadership & People Management (Managing 5-6 team members)
- Strong Client Retention Strategies & International Calling (US/UK Clients)
- Payment Collection & Dispute Resolution (Stripe, PayPal)
- Customer Relationship Management (CRM: Zendesk, Freshchat, Salesforce, Leadsquared, Verloop)
- Social Media Strategy & Reputation Management (Collecting Reviews & Testimonials)
- Standard Operating Procedures (SOPs) Creation & Process Optimization
- HR & Finance Coordination (Expense Management, Incentive Rollouts)
- Performance Tracking (Quality Control, KPI Setting, Customer Journey Tracking)
- Business Development & Sales Optimization
- Problem-Solving, Adaptability & Communication
- Renewals and Referrals Strategy
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Operations Manager
k21Academy
10.2023 - Current
Sr. Operations Associate
Coding Ninjas
12.2022 - 10.2023
Customer Service Representative
unacademy
12.2021 - 11.2022
L2 Concierge
Whitehatjr.
07.2021 - 10.2021
Senior Relationship Manager
Lido Learning
03.2020 - 07.2021
MBA - Marketing Management
Invertis University
Bachelor of Technology - Civil Engineering
Invertis
Similar Profiles
SUMITH CSUMITH C
INSIDE SALES ASSOCIATE at K21ACADEMYINSIDE SALES ASSOCIATE at K21ACADEMY
Vaibhav SharmaVaibhav Sharma
Architect at FivD Consulting Pvt LtdArchitect at FivD Consulting Pvt Ltd
Deepali GuptaDeepali Gupta
Assistant HR Manager at Lemon Tree Hotels Pvt Ltd.Assistant HR Manager at Lemon Tree Hotels Pvt Ltd.
MOHD SAMEERMOHD SAMEER
Accountant at OSWAL OVERSEAS LIMITEDAccountant at OSWAL OVERSEAS LIMITED
MO SALMANMO SALMAN
Account Payable Associates at Whiz ConsultingAccount Payable Associates at Whiz Consulting