Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Interests
Traveling and exploring local food cultures
Timeline
Hi, I’m

FOUZIYA KOUSER

Student Sucess Manager
Bengaluru

Summary

Communications & relationship management professional with strong background enhancing cross-functional collaboration. Skilled in establishing strong channels of communication between departments.

Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Overview

9
years of professional experience
17
years of post-secondary education
2
Certifications
2
Languages

Work History

KodNest Technologies Pvt Ltd.

Student Sucess Manager
07.2023 - Current

Job overview

  • Managed & resolved student queries and support tickets using Zoho, ensuring timely and effective solutions.
  • Monitored and responded to Google reviews to maintain a positive online reputation and address customer feedback.
  • Handled escalated calls with professionalism, providing swift and satisfactory resolutions to complex issues.
  • Managed inbound and outbound calls, maintaining high standards of customer service and communication.
  • Conducted recruitment calls, including screening and scheduling interviews as per organizational requirements.
  • Organized & facilitated both offline & online testimonials ensuring smooth scheduling & execution.
  • Assisted in the planning and execution of induction activities, contributing to a seamless onboarding experience for new hires.
  • Addressed and resolved offline queries, providing personalized support and assistance to students and other stakeholders.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Intellipaat Pvt Ltd.

Operations Manager
03.2023 - 07.2023

Job overview

  • Efficiently managed & resolved an average of 50 tickets daily on Zoho.
  • Proficiently handled inbound customer calls, providing exceptional service and support.
  • Addressed & resolved escalation calls, ensuring customer satisfaction and issue resolution.
  • Conducted approximately 100 feedback calls daily with customers who attended classes, gathering valuable insights and feedback.
  • Led the induction process for new customers, ensuring a smooth onboarding experience.
  • Introduced new trainers to the classes, facilitating a positive learning environment.
  • Coordinated and initiated the start of classes, ensuring all necessary preparations were in place.

UpGrad Pvt Ltd.

Senior Admission Counsellor
12.2022 - 03.2023

Job overview

  • Conducted customer outreach to pitch tailored courses based on individual requirements.
  • Performed comprehensive counseling sessions to understand and analyze customers' backgrounds and needs.
  • Achieved an average of 2 hours of talk time per day with customers.
  • Successfully generated sales revenue of ₹7 lakhs within a 3-month.

BYJU'S

Assistant Manager
05.2018 - 10.2022

Job overview

  • Handled inbound calls from students and parents, addressed their queries and issues, and directed calls to the appropriate teams for resolution.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

FOOD Vista India Pvt Ltd.

Customer Service Representative
09.2016 - 05.2018

Job overview

  • Managed inbound calls, emails, and chat communications to assist customers with order details and queries.
  • Facilitated the placement of bulk orders, ensuring accuracy & customer satisfaction.
  • Handled escalations promptly and effectively, resolving customer issues to maintain high service standards.
  • Coordinated with kitchens and delivery agents to ensure timely deliveries and address food-related concerns.
  • Provided exceptional customer service by addressing and resolving customer inquiries and problems efficiently.

Nobroker

Rental Sales Agent
12.2015 - 07.2016

Job overview

  • Managed customer interactions for Rental Agreements in Bangalore, Chennai, and Pune.
  • Proactively connected with customers who initiated filling out agreements on the website.
  • Clearly explained the rental agreement process and payment details to customers.
  • Addressed logistics issues and customer queries by coordinating with vendors for timely deliveries.
  • Achieved a conversion rate of 5-6 successful agreements per day through effective communication and follow-up.

Education

Indian Virtual University
Bangalore

Bachelor of Commerce (B.Com)
04.2001 - 01.2018

University Overview

Skills

Document Management

Certification

MS Excel/MS suite, Coursera

Personal Information

Personal Information
Date of Birth: 07/05/95

Interests

Exploring new music genres or playlists

Watching world cinema

Fashion styling

Traveling and exploring local food cultures

Traveling and exploring local food cultures

I have a passion for traveling and exploring local food cultures. I find joy in learning the stories behind regional dishes, engaging with local communities, and understanding how food reflects heritage and lifestyle. Whether it’s trying street food in Bengaluru or sampling traditional Hyderabadi biryani, I believe food is one of the most authentic ways to experience culture.

Timeline

Student Sucess Manager
KodNest Technologies Pvt Ltd.
07.2023 - Current
Operations Manager
Intellipaat Pvt Ltd.
03.2023 - 07.2023
Senior Admission Counsellor
UpGrad Pvt Ltd.
12.2022 - 03.2023
Assistant Manager
BYJU'S
05.2018 - 10.2022
Customer Service Representative
FOOD Vista India Pvt Ltd.
09.2016 - 05.2018
Rental Sales Agent
Nobroker
12.2015 - 07.2016
Indian Virtual University
Bachelor of Commerce (B.Com)
04.2001 - 01.2018

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FOUZIYA KOUSERStudent Sucess Manager