Azra Noorian
Bangalore
Summary
Accomplished Customer Success Specialist at HyggeX, adept in strategic planning and team building, enhanced customer satisfaction by leading a top 10% performance team. Expert in training programs and customer relationship building, significantly improved operational efficiency and client retention through innovative solutions and effective leadership.
Overview
3
3
years of professional experience
Work History
Customer Success Specialist
HyggeX
Bengaluru
04.2024 - 11.2024
- Operational Oversight: Managed daily team operations to ensure all customer inquiries, issues, and requests were handled promptly, meeting or exceeding quality standards, and contributing to overall customer satisfaction.
- Training & Coaching: Designed and delivered comprehensive training programs, ensuring agents were well-equipped to effectively address a wide range of customer needs related to educational products and services.
- Escalation Management: Took ownership of complex or escalated customer issues, collaborating with cross-functional teams to ensure quick and effective resolutions, leading to improved customer retention and satisfaction.
- Performance Monitoring: Tracked and analyzed team performance metrics, providing actionable feedback and implementing process improvements to optimize efficiency, response times, and issue resolution rates.
- Customer Advocacy: Gathered customer feedback and insights, sharing relevant data with product, marketing, and leadership teams to drive product improvements and enhance the customer experience.
- Strategic Reporting: Generated regular reports on team performance, customer satisfaction levels, and service trends, delivering insights to senior leadership to inform strategic decision-making.
- Client Onboarding & Retention: Led efforts to ensure smooth onboarding for new clients, providing ongoing support to ensure the long-term success of customer relationships and maintain high retention rates.
Support
Focus Edumatics Pvt Ltd
Bangalore
10.2022 - 03.2024
- Streamlined school enrollment and onboarding processes, partnering with account executives for optimal platform integration
- Expertly managed the scheduling logistics for over 5,000 schools, tailoring to district and administrative specifications
- Facilitated adaptive scheduling communications with key educational stakeholders, including principals, administrators, and teachers
- Optimized tutoring outcomes by strategically pairing students with preferred tutors
- Ensured transparent communication with parents regarding student progress and relevant updates
- Pioneered the overhaul and deployment of an advanced Salesforce CRM system to boost operational efficiency
- Guided a smooth CRM transition, overseeing data migration and comprehensive user training
- Created and delivered targeted training materials, leading instructional workshops for diverse user groups
Customer Service Executive
Alorica
Bangalore
10.2021 - 10.2022
- Complied with Service Level Agreements (SLA) and adhered to quality and auditing standards.
- Maintained Turnaround Time (TAT) targets.
- Focused on First Contact Resolution (FCR) metrics.
- Ensured high-quality standards and continuous improvement through quality assurance processes.
- Took ownership of issues and demonstrated a clear understanding of when and how to escalate concerns.
- Guaranteed prompt and professional resolution of all customer queries.
- Identified areas for process improvement within the customer service department.
Education
HEBA - Secondary PreUniversity
INDO ASIAN ACADEMY
BangaloreSkills
- Training and mentoring
- Key accounts development
- Report analysis
- Strategic planning
- Staff mentoring & leadership
- Team building
- Customer relationship building
- Training programs
Languages
- English
- Hindi
- Kannada
- Urdu
Timeline
Customer Success Specialist
HyggeX
04.2024 - 11.2024
Support
Focus Edumatics Pvt Ltd
10.2022 - 03.2024
Customer Service Executive
Alorica
10.2021 - 10.2022
HEBA - Secondary PreUniversity
INDO ASIAN ACADEMY
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