Divyalakshmi
Chennai
Summary
Goal-oriented technology leader and trusted business partner recognized for leveraging information security, applications, networking, operations and risk management to drive business growth. Strategic with consultative approach to identifying requirements and opportunities for organizational transformation. Interprets and communicates complex policies and procedures to others and applies significant tact and diplomacy. Committed to delivering exceptional service, excellence and application and proven approaches that meet customer requirements and achieve process efficiencies.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Sr. Process Consultant - Team Lead
SI - UK Global Pvt Ltd Education Consultancy
Chennai
2023.05 - 2024.07
- Implemented strategies to increase efficiency within the team and training the entire team on services and process.
- Provided technical support related to application usage and functionality, and guidance.
- Prepared reports summarizing project progress and results for management review.
- Client relationship management (Maintain and growing long term partnerships)
- Processing applications of students on end-to-end process.
- Guiding students and channel partners on the entire application process. Providing training to the team and staff, and processing applications of students from SI-UK Global.
- Conducting a training to all the channel partners about the product and counseling to the students over conference calls or online meetings.
- Managing smooth application process from all SI-UK global offices.
- Developing and maintaining an excellent knowledge of our services and products for B2B, conducting webinars, seminars, and Partner Events.
- Partners/clients feedback and escalations handling.
- Training clients on our portals for products and services provided. Ensuring timely communication of product and service to stakeholders.
- Assisting clients in the complete process of student admission, from application to visa services.
- Liaising with universities and university officers for student recruitment.
- Development of the SI-UK brand and complaint handling. Sorting out emails, WhatsApp queries, and phone counseling.
Senior Customer Care Executive
IDP INDIA ADYAR
Chennai
2022.06 - 2022.12
- Sales Operations and Counseling Students for Study Abroad.
- Pre-Counseling and Evaluating Student Profile and Shortlisted Courses.
- CAP Applications and University application.
- Actively participating in promotional events and delicate visits.
- Developed relationships with customers to ensure satisfaction and loyalty.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Maintained detailed records of all customer interactions, including resolutions and follow-up actions taken.
- Maintained detailed records of customer interactions, feedback, and resolutions in CRM software.
- Provided guidance on Agile Scrum principles, best practices and processes to ensure successful delivery of projects.
- Mentored junior team members on Agile Scrum concepts, practices and values.
- Assisting at university exhibition and Events.
- Additional duties, which would be related to HE education promotion.
Education
Master of Arts - Tourism And Travel Management
Anna Adarsh College For Women
Chennai2020-09
Bachelor of Arts - Tourism And Travel Management
JBAS College For Women
Chennai 2018-08
Skills
- Sprint Planning and Agile Best Practices
- Workflow Analysis
- Scrum processes
- Effective customer communication
- Project Management
- Presentation and demonstration Skills
- Customer support & interaction
- Meeting facilitation
- Effective Business communication and peers
- Soft skill and Personality Development / Trainer
- Digital Marketing - Content writer
- IELTS / PTE Certified Tutor
Certification
- PG Diploma in TEFL/ TESOL - International College of Teachers and Trainers (2023).
- Diploma-in-Teaching-for-IELTS-and-PTE - Emaester IELTS Training Institute (2023).
- Certified Scrum Master - FITA Academy (2023).
- Digital Marketing - Content writer
Languages
Tamil
First Language
English
Proficient (C2)
C2
Malayalam
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
Affiliations
FREELANCING - Certified Tutor / Trainer (3Years)
- Spoken English - Basic/ Intermediate and Advanced Level of training
- Personality Development and Professional Counseling
- Soft Skill & Business Communication peers Training
- IELTS/ PTE Training (Academic and General)
Accomplishments
- Best performer for two consecutive terms in the year 2023
- Best Trainer awards
Timeline
Sr. Process Consultant - Team Lead
SI - UK Global Pvt Ltd Education Consultancy
2023.05 - 2024.07
Senior Customer Care Executive
IDP INDIA ADYAR
2022.06 - 2022.12
Master of Arts - Tourism And Travel Management
Anna Adarsh College For Women
Bachelor of Arts - Tourism And Travel Management
JBAS College For Women
- PG Diploma in TEFL/ TESOL - International College of Teachers and Trainers (2023).
- Diploma-in-Teaching-for-IELTS-and-PTE - Emaester IELTS Training Institute (2023).
- Certified Scrum Master - FITA Academy (2023).
- Digital Marketing - Content writer
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