Lionel Richie

· Counseling and Guidance:

- Provide expert guidance to students regarding academic pathways,

- career planning, and study abroad options.

- Assist in selecting appropriate programs and institutions based on

- students’ goals and academic backgrounds.

- Conduct one-on-one and group counseling sessions to address student queries.

· Team Leadership and Supervision:

- Supervise and mentor the counseling team, ensuring they deliver

- accurate and consistent advice.

- Monitor team performance and provide feedback to enhance effectiveness.

- Train and onboard new counselors to maintain service quality.

· Process Management:

- Oversee the student application process, ensuring timely submissions and follow-ups.

- Develop and implement best practices for counseling sessions and documentation.

- Handle escalated student or parent concerns with professionalism and empathy.

· Stakeholder Engagement:

- Build and maintain strong relationships with educational institutions and external partners.

- Coordinate with admission teams and university representatives for updates on programs, scholarships, and requirements.

- Represent the organization in events, webinars, and fairs to promote services.

· Reporting and Analysis:

- Prepare periodic reports on counseling metrics and team performance.

- Analyze trends and feedback to improve counseling strategies and outcomes.

Provide consulting services for overseas study by the standard service procedures stipulated by the company.

• Provide training to the recruiters for new destinations & partners.
• Plan and implement an effective training curriculum.
  Understand the student’s profile and then provide them with the best program possibilities suitable for them.
• Help the agent in enrolments for universities and other educational institutions.
• Actively manage and coordinate the relationships between business partners and clients.
• Provide necessary business guidance and maintain good relationships with our recruitment partners.
• Provide outstanding customer service to students, their families and education providers throughout the process, including participating in planning activities to build student engagement, and providing students with the right information about admissions, processes and qualification options.
• Handled University Partnerships- USA: Managed relationships with 225 universities, including:

- California State University

- Northeastern University

- California Miramar University

• Canada: Managed relationships with 38 universities, including:

- Adler University

- Toronto Metropolitan University

- Lakehead University

• Enrollment Achievements:

- USA: Successfully enrolled 174 students.
- Canada: Successfully enrolled 23 students.

• Agent Network Management:

- Managed a network of 568 agents across India and South Asia (excluding India)

• Event Representation:

- Represented LCI and partner universities at various roadshows and events

• Administrative training and assessment experience in a large and complex educational organization.
• Demonstrated knowledge and experience of U.S.A and Canada international education including application assessment in accordance with university policies and procedures and a comprehensive knowledge of Streamlined Student Visa Framework.
• Analytical and problem-solving skills, high level of attention to detail, and ability to exercise judgment and initiative.
• High level of computer competency, including data management through record uploads and data retrieval in large-scale databases and word processing skills.
• Communication and interpersonal skills, including the ability to liaise with and establish effective professional relationships with internal and external clients from a range of backgrounds and cultures.
• Organizational, time management, and administrative skills to meet KPIs.
• Demonstrated knowledge of University and Pathway program requirements and rules.
• Demonstrated ability to work effectively both independently under broad supervision and as part of a team and to maintain a high level of efficient client service.
• Salesforce management.
• Request needed data and documents clearly and concisely.
• Assist the Training Lead in the development of ongoing training materials and tools.
• Provide advising support for agents and/or students during the initial application process.
• Foster relationships with regional staff and partners to create trust and strong relations to ensure success.
• Daily and weekly accountability to tasks and workflow assigned.
• Provide clear written and verbal communications to students, agents, and university partners. Demonstrate strong organizational skills.

• Process and Software Training for new-hired batches in customer retention, as well as clients.
• Efficient in meeting the deadlines in getting the administration tasks completed for the batch.
• Working on associates' communication skills if they do not meet customer satisfaction targets by providing coaching and refresher sessions and auditing their calls.
• Taking Pre-Process Training batches.
  Training Need Analysis when not aligned with batches.
• Preparing training content to be delivered in the new batches and getting it approved by the respective clients.
• Experienced in preparing monthly and quarterly trackers to show the efficacy of Training.
  Handling and managing a team of Trainers at different sites.

• Conduct audits identify plausible issues and trends, and communicate them to relevant stakeholders.
• Lead, manage, motivate, and mentor a team of Quality Analysts.
• Deliver insights to continuously improve and deliver outstanding customer experience.
• Provide onboarding, coaching, remediation, training, and development for QAs and QA Leads.
  Implement and drive the QA process and structure.
• Implement initiatives and projects to counteract any possible trends, and drive business KPIs.
• Innovate ways to solve problems upstream, help improve customer experience and drive higher efficiency.
• Identified potential risks, and concerns and ensured timely escalation to the relevant authorities.

• Kept accurate records of all customer interactions and transactions.
• Coordinated timely responses to online customer communication and researched complex issues.
  Supervised customer service metric requirements for each team member.
• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
• Monitored team activity providing resolution to service issues.