John Wilson Samuel
Vidyaranyapura , Bangalore
Summary
Senior Consultant with over 14 years of experience in Operations - Customer Excellence. Proven expertise in leading Customer experience teams to drive Customer success and satisfaction. Passionate about creating engaging and supportive learning environments that empower students to achieve their full potential.
Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.
Overview
14
14
years of professional experience
Work History
Senior Manager /Consultant
Unext Learning (Manipal Group)
Bangalore
01.2022 - Current
- Lead a team of 40 Plus customer success professionals, providing guidance, coaching, and support to drive excellence in customer interactions.
- Developed and executed customer success strategies that resulted in increase in customer retention and from 60% to 75% improvement in customer satisfaction scores.
- 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.
- Introduced process improvements that streamlined customer onboarding, support ticket resolution, and feedback collection, reducing response times 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 complaints.
- 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.
Manager
REVA University
Bangalore
11.2018 - 01.2022
- 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.
Senior Team Leader
Jigsaw Academy (Now Unext Enterpise)
Bangalore
12.2013 - 12.2017
- 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
Senior Advisor
IBM/Daksh (Now Concentrix)
Bangalore
03.2010 - 12.2013
- 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.
Education
Bachelors in Business Administration - Bachelors in Business Administration
Annamalai University
BangaloreSkills
Customer Success Strategy
undefinedLanguages
English
First Language
Telugu
Proficient
C2
Kannada
Proficient
C2
Hindi
Advanced
C1
Tamil
Advanced
C1
Timeline
Senior Manager /Consultant
Unext Learning (Manipal Group)
01.2022 - Current
Manager
REVA University
11.2018 - 01.2022
Senior Team Leader
Jigsaw Academy (Now Unext Enterpise)
12.2013 - 12.2017
Senior Advisor
IBM/Daksh (Now Concentrix)
03.2010 - 12.2013
Bachelors in Business Administration - Bachelors in Business Administration
Annamalai University
Similar Profiles
Rajashree MurthyRajashree Murthy
Senior. Program Manager - Learning and Development - B2B Delivery and Operations at UNext Learning- Manipal GroupSenior. Program Manager - Learning and Development - B2B Delivery and Operations at UNext Learning- Manipal Group
Vidya Srinivasa RaoVidya Srinivasa Rao
Associate Director - Instructional Design at Unext Learning (Manipal Group)Associate Director - Instructional Design at Unext Learning (Manipal Group)
Shoba FrancisShoba Francis
SME Cybersecurity/Head of Programs at Unext LearningSME Cybersecurity/Head of Programs at Unext Learning