Anushka Anchan
Mumbai
Summary
I aspire to be a successful professional, by capitalizing my abilities to forge inter - professional relationships, enhance my professional skills at work, learn from success as well as failures, strive for perfections, adapt with any kind of work culture and acquire intelligence on latest trends.
Overview
8
8
years of professional experience
Work History
Client Relations Associate
IAID Performing Arts Academy
Doha
12.2018 - 11.2022
- Responsible for lead generation via process of identifying and cultivating potential customers for a business's services. Also responsible for managing the clients and the aspirants interest.
- Contacting potential or existing customers to inform them about the service using scripts.
- Answered inbound calls, chats and emails to facilitate customer service.
- Performed academy opening duties, including counting cash drawers and checking all equipment for proper functioning.
- Counsel students regarding educational issues such as course and program selection, class scheduling, time adjustment, truancy, preparation habits, and examination planning - Confer with parents or guardians, teachers, other counselors, and administrators to resolve students' behavioral, academic, and other problems. Enforce all administration policies and rules governing students.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Mentored new employees on procedures and policies to maximize team performance.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Consecutively took over Admin operations and Online operations during Covid-19.
- Assisted the Operations Manager in daily management and operations.
- Responsible for Vendor management and inventory management of office supplies.
- Income generated through upselling Annual membership programs and examination fees.
- Handled external examinations and logistics for affiliations such as British Theatre Dance Association (BTDA), London College of Music Examinations (LCME), Asia Pacific Dance Association (APDA), etc.
- Prepared and maintained production and revenue reports on daily basis for the management
- Cooperate with different departments to improve business operations.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Escalation Desk Supervisor
ANI Technology, OLA cabs - India
Mumbai
07.2015 - 12.2018
- Managed customer complaints and rectified issues to complete satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Proficient with Customer Relationship Management (CRM) software (Salesforce), linking the escalation task with incident problem records.
- Assembling the escalation management team.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Maintaining compliance with the corporate and regional escalation policies and informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures.
- Ensuring customer satisfaction before closing the escalation.
Airport Intern
GVK Mumbai International Airport
Mumbai
04.2015 - 07.2015
- Worked under airport manager on the project -ON TIME PERFORMANCE OF AIRLINES
- Monitor Check -ins/ Boarding/ Security/ Pushback timings of the flights.
- Monitor delays from the airlines.
- Report and validate delays to the reporting manager.
- Supported various program activities, assisting with administrative tasks.
- Assisted in routine research, investigations and special projects to support work of assigned department.
Education
Bachelor of Arts - Psychology and Sociology
University of Mumbai
Mumbai, India01.2017
Certificate course in Airport Passenger Ground Handling and Cabin Crew -
IESP Airawat School
Mumbai, India2015
Higher Secondary Certificate -
Bunts Sangha SM Shetty High School And Junior College
Mumbai, India12.2014
Diploma in Clinical Psychology -
The Fobet International
Mumbai, IndiaSkills
- Problem-Solving Abilities
- Business Development Understanding
- Adaptive Team Player
- Microsoft Office Expertise
- Project Management Abilities
- Team Member Motivation
Interests
- Cooking
- Playing Badminton
- Reading books
Languages
Hindi
First Language
Hindi
Proficient
C2
English
Proficient
C2
Marathi
Proficient
C2
Accomplishments
- Promoted from Client Relations Associate to Admin and Operations Associate at IAID Performing Arts Academy, Qatar.
- Promoted from Customer Service Representative to Escalation Desk Supervisor in less than 12-months at Olacabs, India.
- Recognized as Employee of the month for outstanding performance and team contributions at Olacabs, India.
Affiliations
Member, Alumni Association at Bunts Sangha SM Shetty High School and Junior College
Declaration
I hereby declare that the information given above is genuine to the best of my knowledge & if you give an opportunity to work in your organization, I will put my best efforts.
Timeline
Client Relations Associate
IAID Performing Arts Academy
12.2018 - 11.2022
Escalation Desk Supervisor
ANI Technology, OLA cabs - India
07.2015 - 12.2018
Airport Intern
GVK Mumbai International Airport
04.2015 - 07.2015
Bachelor of Arts - Psychology and Sociology
University of Mumbai
Certificate course in Airport Passenger Ground Handling and Cabin Crew -
IESP Airawat School
Higher Secondary Certificate -
Bunts Sangha SM Shetty High School And Junior College
Diploma in Clinical Psychology -
The Fobet International
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