Jenny Vincent
Gurgaon
Summary
Results-oriented Operations Manager with expertise in account management and customer service. Skilled in driving business growth through a hands-on approach and strong attention to detail. Proficient in resource allocation and management within educational organizations, leveraging knowledge of regulatory standards to implement effective academic achievement plans.
Overview
15
15
years of professional experience
Work History
Principal
The Clay House
Gurugram
04.2025 - 12.2025
- Led educational initiatives that increased student engagement and enriched learning experiences.
- Developed curriculum frameworks aligned with state standards and community needs.
- Facilitated professional development workshops for teaching staff, enhancing instructional practices and fostering collaborative growth.
- Collaborated with parents and community stakeholders to foster a supportive learning environment.
- Implemented school-wide policies to promote safety and positive behavior among students.
- Mentored new teachers, providing guidance on classroom management and pedagogy.
- Managed school administration operations and organized teacher schedules, student registration processes and class orientation sessions.
- Evaluated teacher instructional techniques through classroom visits, providing actionable feedback during annual evaluation cycle.
Centre Director
Klay Playschools
Gurgaon
08.2023 - 07.2024
- Currently working as a Centre Director for Klay Playschools and Spear Heading the operations for Sector-65 Gurgaon Centre
- I am responsible for a team of 7 teachers and 95+ kids at the centre
- I work closely with the leadership in terms of understanding the revenue of the centre and meeting the goals month on month
- Delivered parent satisfaction above 95% in the recent individual survey held
- Managing the escalations in the centre within a TAT of 24-48 hours with timely updates and followups
- Selected and trained staff to build knowledgeable, well-performing team.
- Supervised services provided to achieve quality and performance targets.
- Evaluated quality of staff work and performance against objectives to assess need for improvements.
- Mentored staff to enable professional development and progression.
- Implemented robust health and safety processes for minimised workplace risk.
- Directed secretarial teams in maintaining smooth office administration.
- Compiled data on team activities and prepared reports for senior management review.
- Established clear policies and procedures guiding service staff operations.
- Collaborate with the Admin, Finance, Infrastructure and hiring teams for seamless operations and issue resolutions
- Work closely with the Sales team to close the admission leads
Accounts Receivable Analyst
Fiserv
Gurgaon
12.2017 - 03.2023
- Built long-lasting client relationships using strengths in communication and interpersonal relations.
- Developed high volume of potential accounts each month.
- Managed all payment processing, invoicing and collections tasks.
- Analysed billing procedures to evaluate backlogs and identify opportunities for improved efficiency.
- Tracked and chased unsettled account balances, providing reports and findings to inform management.
- Verified proper setup and tracking of billing accounts according to client requirements.
- Coordinated workflows and delegated tasks for bill checking, posting and credit note processes.
- Attended team meetings to discuss issues, priorities and outstanding accounts, improving department operations.
- I have worked with the Account Receivables for Fiserv for US Based Clients
- I needed to connect with the Corporations directly who are using Fiserv Products for payments to be processed and some of the clients are Bank of America, HSBC,
- I had to ensure to reach out to Client Partners and the Account Payable's managers
Apart from providing them all the documents and invoices to process the payments, I also worked with the Clients in case of disputes - Worked on the two projects and delivered 700BPS improvement on AR % and 300 BPS on contact established
- I had to partner with our Internal billing team, Payments team and allocation team to resolve all the matters at the earliest
- I also needed to create customized plans for payments in case requested and seek approval from the leadership
- I had to work closely with my team, My leaders and our Business leaders for sharing the constant updates and also implement agile changes for different corporations to suit their needs
- Recommended alternative options for payment terms to accommodate client needs.
- Uncovered consumer insights with targeted market research focused on multiple segments and channels.
- Built recommendations, organised resources and translated potential solutions into actionable changes.
Lead Customer care Professional
American Express
Gurgaon
10.2012 - 09.2017
- Worked as a Lead Team member with Merchant Services where I handled all the queries of Merchants listed with Amex e.g. Hilton, McDonalds, Subway, Marriott etc
- We had to verify the merchant account by contacting the owners and ensure that there KYC, Banking is inline with company requirements and they are able to accept the Amex cards from customers
- Apart from the core job, I handled the new joinees in the process for the on the job learning and helping them learn the process and handle any concerns that they may have
- I also participated in the special projects which included the verification of all the accounts that still needed attention or there were errors in terms of verification from the KYC team
- Assisted in training and mentoring new account executives to aid overall team performance.
- Managed customer inquiries through multiple channels including phone and chat.
- Led training sessions for new customer care representatives on best practices.
Management Trainee
The Grand Hotel
02.2011 - 02.2012
- I was responsible to help new joiners with upcoming the learning
- I also had to take care of the events in the Hotel from starting setup to final show day
- I was assigned to take care of the Foreign and VIP delegates from the time of checking through the stay
- I had to send the daily, weekly reports to the management
- I had to ensure that strict protocols are followed in terms of raw materials used; hotel décor and
- Learned cost management skills to increase organisational profitability.
- Gained knowledge on mentoring, training and managing own staff by shadowing senior staff.
- Increased customer loyalty by working to resolve any customer issues and maintaining positive interactions.
Education
Degree - Hotel Management
International Institute of Hotel Management
Gurgaontill Jun 2012
XIIth -
C.B.S.E Board
2006
Xth -
C.B.S.E Board
2004
Skills
- Revenue generation
- Team management
- Negotiation and persuasion
- Client campaigns
- Lead development
- Curriculum development
- Policy implementation
- Client relations
- Problem solving
- Time management
- Team building
- Conflict resolution
- Operational planning
Additional Information
- KYC information is duly notated. , Awarded multiple times for the BEST RC Calls month on month from 2015 to 2016. Outstanding performance for Food & production in Hotel Grand for 6 months in a row. Awarded as the Star Performer in Hotel Grand for the year 2011. Awarded as the I-SPARKLE award for performance and best organizer in IIHM. Zonal level Best player of Basketball and Best Athlete.
Accomplishments
- Built and nurtured key client relationships to grow profit by 3%
- Recognised by management for reducing days Past due for key 20 accounts from 43 days to 34 days
Languages
- Hindi
- English
Timeline
Principal
The Clay House
04.2025 - 12.2025
Centre Director
Klay Playschools
08.2023 - 07.2024
Accounts Receivable Analyst
Fiserv
12.2017 - 03.2023
Lead Customer care Professional
American Express
10.2012 - 09.2017
Management Trainee
The Grand Hotel
02.2011 - 02.2012
Degree - Hotel Management
International Institute of Hotel Management
XIIth -
C.B.S.E Board
Xth -
C.B.S.E Board