Javed Janmohammed Loharia
CENTER MANAGER
Mumbai
Summary
Results-driven Branch Manager with extensive experience in EdTech and customer support. Skilled in leading teams, driving student enrollment, and enhancing customer satisfaction through exceptional service. Adept at managing branch operations, handling student and parent enquiries, and implementing service improvements to boost engagement and retention. Proven ability to optimize sales strategies, oversee administrative functions, and ensure seamless coordination between academic and support teams. Passionate about leveraging technology to enhance learning experiences and build strong customer relationships.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Center Manager
UpGrad
MUMBAI
11.2023 - Current
- Lead and motivate the team of counselors and tele callers, setting clear sales targets and KPIs to achieve monthly, quarterly, and annual revenue goals.
- Establish performance metrics and conduct regular performance evaluations, providing coaching and training to enhance the team sales skills.
- Oversee the management of customer relationships, ensuring a high level of customer satisfaction and retention.
- Maximizing the conversion of leads into enrollments.
- ● Work closely with the marketing team to plan and execute local marketing campaigns and promotional activities to boost brand visibility and sales.
- Coordinated events and promotions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
STORE MANAGER
BELLA DESIGN STUDIO
05.2019 - 08.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Branch Manager
Sinhal Classes
03.2013 - 05.2019
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Provided exceptional customer service by responding promptly to inquiries from prospective students via phone, email, or social media channels.
- Implemented CRM system for tracking interactions with prospective students, improving follow-up and engagement.
- Assisted students in exploring and selecting career paths.
- Collaborated with parents and teachers to help students reach potential.
QUALITY REPRESENTATIVE
Stream Global Services
02.2011 - 12.2012
- Trained new hires on company quality policies, fostering a culture of continuous improvement.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Supported the continuous improvement of call center operations through regular collaboration with team leaders and supervisors.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
Customer Service Representative
STREAM GLOBAL SERVICES
03.2005 - 04.2012
- Resolved customer queries through chat, email and phone with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Education
BCOM -
Mumbai University
01.2001 - 03.2004
Diploma course - DNIIT
NIIT
Skills
- Maintaining software
- Windows Operating system
- MAC OS
- Repairing
- Hardware troubleshooting
Operations management
Business development
Customer service
Problem-solving
Team leadership
Multitasking
Personal Information
- Date of Birth: 04/06/81
- Marital Status: Married
Telephone
(91)-(022)-24135510
Timeline
Center Manager
UpGrad
11.2023 - Current
STORE MANAGER
BELLA DESIGN STUDIO
05.2019 - 08.2023
Branch Manager
Sinhal Classes
03.2013 - 05.2019
QUALITY REPRESENTATIVE
Stream Global Services
02.2011 - 12.2012
Customer Service Representative
STREAM GLOBAL SERVICES
03.2005 - 04.2012
BCOM -
Mumbai University
01.2001 - 03.2004
Diploma course - DNIIT
NIIT
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