Devam Chandna
Noida
Summary
Customer-focused professional with over 7 years of experience in delivering exceptional service across diverse industries, including education, banking, and e-commerce. Adept at resolving customer inquiries and complaints with empathy, active listening, and strong problem-solving skills. Proficient in CRM systems and skilled in managing in-person and virtual customer interactions. Proven track record of improving customer satisfaction rates, fostering loyalty, and driving additional sales. Recognized for a positive attitude, patience, and ability to exceed customer expectations.
Overview
9
9
years of professional experience
Work History
Senior Admission Counselor
UpGrad Abroad
Noida
06.2024 - Current
- Delivered exceptional customer service by addressing over 150 inquiries monthly through personalized counseling, ensuring a 95% satisfaction rate
- Resolved complex student concerns regarding documentation and visa processes, achieving a 90% first-contact resolution rate
- Leveraged product knowledge to recommend tailored educational programs, enhancing customer trust and loyalty
- Maintained meticulous CRM records, improving data accuracy and follow-up efficiency
- Regularly exceeded performance benchmarks, receiving recognition for exceptional service delivery
Senior Consultant
AECC Global
Mumbai
06.2023 - 06.2024
- Provided high-quality customer service to over 200 clients, guiding them through admission processes with a customer-centric approach
- Resolved escalated issues effectively, achieving a 98% resolution rate
- Enhanced the customer experience by offering clear guidance on visa interviews, resulting in a 98% success rate
- Demonstrated strong communication skills to manage and de-escalate challenging customer interactions
- Spearheaded initiatives to improve client onboarding, reducing average processing time by 10%
Admission Counselor
IDP Education
Gurgaon
07.2021 - 06.2023
- Handled more than 1,000 customer inquiries, ensuring a seamless experience from initial contact to application submission
- Increased customer satisfaction by 15% through empathetic listening and personalized recommendations
- Addressed technical and procedural queries with clarity, simplifying complex processes for diverse customers
- Promoted additional services to enhance the customer journey, contributing to a 10% revenue growth
- Recognized for maintaining a 100% compliance rate in application processing
Process Advisor
Barclays Bank Plc.
Noida
04.2018 - 07.2019
- Ensured compliance by verifying over 500 payments weekly against sanction policies
- Improved payment screening efficiency by 20% through process optimization
- Collaborated with cross-functional teams to streamline workflows, reducing turnaround times by 15%
Senior Associate
Concentrix Daksh (Amazon)
Gurgaon
06.2016 - 04.2018
- Resolved 95% of customer inquiries within one email interaction, exceeding key performance indicators
- Demonstrated strong conflict resolution skills, turning 85% of escalated cases into positive outcomes
- Provided clear guidance on technical issues, increasing customer satisfaction by 12%
- Maintained 98% data accuracy in CRM records, ensuring seamless service delivery
- Recognized as a top performer for consistently exceeding customer service targets
Process Associate
Genpact Ltd.
Gurgaon
10.2015 - 06.2016
- Identified and mitigated 200+ fraudulent payment attempts, reducing losses by 15%
- Collaborated effectively with teams to enhance fraud detection protocols, ensuring prompt resolution
- Maintained high accuracy in transaction monitoring, earning commendations from leadership
Education
MBA - Marketing & Operations
Lovely Professional University
Punjab07.2021
Skills
- Customer Service Excellence
- Problem Solving
- CRM Proficiency
- Team Collaboration
- Data Accuracy
- Product Knowledge
- Time management
Education
Punjab
Accomplishments
- Boosted customer satisfaction rates across multiple roles by consistently exceeding expectations and resolving issues promptly.
- Successfully reduced application errors and improved processing times in student counseling roles.
- Received recognition for outstanding communication and de-escalation skills in high-pressure customer interactions.
- Achieved a 98% visa approval success rate for clients by delivering comprehensive preparation and support.
- Implemented workflow improvements that increased operational efficiency by up to 15% in various roles.
Contact
Noida India
Languages
- English (Fluent)
- Hindi (Fluent)
- Punjabi (Fluent)
Timeline
Senior Admission Counselor
UpGrad Abroad
06.2024 - Current
Senior Consultant
AECC Global
06.2023 - 06.2024
Admission Counselor
IDP Education
07.2021 - 06.2023
Process Advisor
Barclays Bank Plc.
04.2018 - 07.2019
Senior Associate
Concentrix Daksh (Amazon)
06.2016 - 04.2018
Process Associate
Genpact Ltd.
10.2015 - 06.2016
MBA - Marketing & Operations
Lovely Professional University
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