Jyothi Nanda
Customer Support and Academic Services professional
Bengaluru
Summary
Customer Support and Academic Services professional with 3.6 years of experience in delivering empathetic, data-driven, and solution-oriented support within high-volume environments. Skilled in CRM platforms such as Salesforce, Zendesk, and Microsoft 365 and ticket management. Currently on a career break (Jan 2025–Present) due to a family emergency and preparing to re-enter the workforce.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Senior Executive- Academic Counselling (Mentoring)
UNext Learning Pvt. Ltd
04.2024 - 12.2024
- Mentored over 150 undergraduate and postgraduate students, improving academic satisfaction by 20%.
- Partnered with academic teams to optimize course accessibility and engagement, increasing participation rates by 16%.
- Delivered data-driven insights that boosted student retention and learning outcomes.
- Maintained a 95% query-resolution rate through proactive communication and follow-ups.
- Developed and implemented personalized academic counseling strategies, enhancing student engagement and success rates significantly.
Senior Program Advisor
University of the People
10.2021 - 06.2023
- Developed and nurtured relationships with key stakeholders, including students and faculty, to foster a supportive and collaborative academic environment.
- Guided over 1,200 students on academic and career planning, increasing program completion by 15%.
- Served as the first point of contact for escalations, achieving a 95% resolution rate through empathetic communication and data-driven problem-solving to deliver timely, effective solutions.
- Designed and executed structured mentoring and support plans that increased student retention by 18% and boosted engagement scores by 22% across multiple academic programs.
- Managed daily operations of a 6-member team, resolving challenges, and improving performance by 15%.
- Monitored team performance and generated weekly reports, identifying opportunities to streamline processes and enhance efficiency.
- Provided day-to-day guidance and support to team members, fostering a collaborative environment, and ensuring consistent, high-quality results.
- Delivered personalized academic and emotional support, empowering students to overcome challenges and stay on track toward their academic goals.
Program Advisor
University of the People
07.2019 - 10.2020
- Guided over 500 students through academic planning and course selection, maintaining a 92% satisfaction score in feedback surveys.
- Facilitated clear communication between students and faculty to ensure timely issue resolution, reducing turnaround time for issue resolution by 20%.
- Encouraged student engagement and built trusting relationships through empathy, active listening, and consistent follow-up, increasing the feedback response rate by 18%.
- Provided tailored academic guidance to students, increasing student satisfaction scores by 18%, and retention by 12%.
Education
Bachelor of Commerce - B.com
MMK And SDM First Grade College For Women
Mysore06-2017
2nd PUC - Commerce - S.E.B.A
MMK And SDM Girls PU College
Mysore03-2014
SSLC -
Gnanaganga Vidyapeeta
Mysore04-2012
Skills
Customer Relationship Management (Salesforce, Zendesk, Microsoft 365)
Customer Service & Support Operations
Conflict Resolution and Root-Cause Analysis
Empathy-Driven Communication & Client Retention
Time Management and Multitasking
Data Reporting and KPI Monitoring
Process Optimization and Quality Assurance
Escalation Handling and Cross-Functional Collaboration
Interests
Badminton, Painting, Chess
Additional Information
Career Break: January 2025 – Present (due to family emergency)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Senior Executive- Academic Counselling (Mentoring)
UNext Learning Pvt. Ltd
04.2024 - 12.2024
Senior Program Advisor
University of the People
10.2021 - 06.2023
Program Advisor
University of the People
07.2019 - 10.2020
Bachelor of Commerce - B.com
MMK And SDM First Grade College For Women
2nd PUC - Commerce - S.E.B.A
MMK And SDM Girls PU College
SSLC -
Gnanaganga Vidyapeeta