John Wilson Samuel

· Set Individual Targets to the team and timely assessing them for the progress to achieve the set targets.

· Periodic Feedback and Trainings.

· Empowering team to achieve both Professional and Personal Goals.

· Handling End to End Student Journey

· Fees collections & Retention

· Actively involve in B2B Trainings handle END to END Operations

· Ensuring great customer experience

· Pitching in the Core Programs wherever Necessary

· Adhere to Zero customer complaints.

· 100% Completions and promoting recurring business.

· Building strong relationship L&D Managers

• Lead a team of 40+ customer success professionals, providing guidance, mentoring, and support to drive excellence in account management and client interactions.
• Developed and executed customer success strategies that led to an increase of Customer Retention from 60% to 75% - a 10% net increase.
• Improvement in Customer Satisfaction scores from 68% to 82% - a 14% net increase.
• Introduced process improvements that streamlined customer onboarding, grievance redressal, and feedback collection, reducing the Support Response Time by 20%.
• Conducted regular customer feedback analysis to identify areas for improvement and initiated action plans to address issues, resulting in a 40% reduction in customer grievances.
• Implemented data-driven approaches to monitor customer success KPIs, ensuring the team consistently met or exceeded targets.
• Collaborated closely with the sales, product development, and marketing teams to ensure alignment between customer needs and business objectives.
• Managed the implementation of customer success technology solutions, such as CRM systems, to enhance team efficiency and data management.
• Oversaw the development and delivery of customer success training programs to enhance team skills and knowledge.
• Participated in cross-functional projects to enhance the overall customer experience and drive business growth.

• Generate organic leads through online lead campaigns for Market programs like PGD/MBA in Business Analytics, HR Analytics and Cyber-security, and Cloud Computing for Working Professionals and be responsible to achieve targeted enrolments.
• Responsible for the end-to-end operations and the delivery of the program & Oversee Key Account Management and Most importantly achieving the desired targets set by the management Selling the course to Retail and Corporate prospects by visiting the corporate Offices and campaigning.
• Identify and build the pool of companies which can nominate participants for customized training Connect with Decision makers and BU heads of Companies and build a long-term association as the preferred training partner.
• Attend client meetings and follow up & Handle queries on incoming calls.
• Ensure all customer inquiries are responded to within the defined time-frame.
• Handling Campus and Class room Tour.
• Conducting pre - admission assessments/ Test.
• Supervised and delegated tasks to employees to meet key productivity targets.

• Managing the Admission Team for new prospective students from initial contact, nurturing the leads periodically until closure.
• Managing end-to-end student interaction, from when the student enrols the course until the completion date and improving the relationship with the students.
• Conduct training for the team, giving them insight into the tools like SAS, R, Hadoop
• for Big data and various other courses offered at Jigsaw Academy (Now Unext Enterprise) for the organization's growth Selling the course for Retail and Corporate students by attending incoming Calls and making outbound calls.
• Sending sales reports on a weekly basis to the management. Perform quality Audits on a weekly basis for better team - performance.
• Handling student escalations, ensuring 100% CSAT.
• Participating in various industry visits and campaigns to share the necessity of the technology that is booming in the market and approaching candidates to enroll for the available program's complementing their backgrounds

• Coordinating with the clients - building and maintaining client relationships and providing efficient and quality service delivery
• Call customers using the telephone and Inform clients of overdue accounts and the amount currently owed.
• Attempt to collect payment & Collect payments on past due bills &
• Create a list of people who have not made payments.
• Locate customers using credit bureau information, background checks, loan documents and other paperwork or databases.
• Review terms of sale or loan documents, ensure all customer information is correct,
• including phone numbers and addresses.
• Provide Payment Plans and ensure smooth recovery of the pending dues.