Madugula Sai Charan
Assistant Manager-Service Counsellor
Bangalore
Summary
- Experienced Operations Specialist with over 5+ years of experience in E-Learning(Edutech).
- Excellent reputation for resolving problems and improving customer satisfaction.
- Liaising with the sales team, technical team, and logistics team for smoother operations.
- Training and onboarding employees for business operations.
- Business planning and strategic development.
- Tools: Salesforce, Lead Squared, Freshdesk, Tableau, Ameyo, Zendesk, Jira, Tooljet.
Overview
6
6
years of professional experience
Work History
Assistant Manager - Operations
Think and Learn Private Limited
Bangalore
11.2021 - Current
- Supported students throughout service period to handle technical issues with access, performance, or other areas.
- Helped students complete education-related forms and paperwork for special internships, work-study programs, and career-specific licenses.
- Answered student inquiries in person, by telephone, and through email and managed over 50 customer calls per day.
- Handled administrative work associated with class preparedness and enrollment processing.
- Onboarded students to online learning platforms and trained them on basic use.
- Served diverse student needs by collaborating closely with academics, sales, and support personnel.
- Managed data entry of student information and maintained updated records.
- Confirmed class schedules with instructors and distributed current details to faculty and staff.
- Trained new employees on proper protocols and customer service standards.
Senior Student Success Specialist
Think and Learn Private Limited
Bangalore
02.2019 - 11.2021
- Resolved problems, improved operations, and provided exceptional service.
- Connecting regularly with users and ensuring that they are having a seamless & effective learning experience Managed over 50 customer calls per day.
- Taking ownership of customers' issues and following problems through to resolution.
- Maintain 100% system adherence by monitoring and tracking various TATs and SLA laid at each customer interaction point.
- Managing customer-centric operations and ensuring customer satisfaction by achieving delivery timelines and service quality norms.
- Managed quality assurance program, internal audits, and customer surveys and Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Senior Product Specialist-Mentoring
Think and Learn Private Limited
Bangalore
05.2017 - 02.2019
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Worked closely with co-founder of company and Marketing team for Telugu Advertisement.
- Monitoring all aspects of product lifecycle, including long- and short-term development, Customer satisfaction, and marketing.
- Stays abreast of trends in marketplace to ensure product's competitive position by taking feedback from students and parents timely
- Worked with Technical team to resolve Technical issues related to product.
- Logged phone numbers and email addresses to contact customers for follow-ups and Managed over 50 customer calls per day.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring, and training team members.
Desktop Support Engineer
Strains Technologies
Bangalore
06.2015 - 06.2016
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
- Configured hardware, devices, and software to set up workstations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with users to achieve customer satisfaction.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Leveraged ticket tracking system to prioritize, track, and document problem resolutions and notify customers of issue status Managed over 50 customer calls per day.
Education
B.Tech - Electronics And Communication Engineering
Intellectual Institute of Technology
Anantapur District07-2015
Intermediate-11th & 12th - MPC
Narayana Junior College
Anantapur District05-2011
SSC-10th Grade -
Trinity English Medium High School
Pamidi(V), Anantapur District05-2009
Skills
- G-Suite
- Planning and Coordination
- Analytical and Critical Thinking
- Teamwork and Collaboration
- Organization and Time Management
- Decision-Making
- MS Office
- Multitasking Abilities
Timeline
Assistant Manager - Operations
Think and Learn Private Limited
11.2021 - Current
Senior Student Success Specialist
Think and Learn Private Limited
02.2019 - 11.2021
Senior Product Specialist-Mentoring
Think and Learn Private Limited
05.2017 - 02.2019
Desktop Support Engineer
Strains Technologies
06.2015 - 06.2016
B.Tech - Electronics And Communication Engineering
Intellectual Institute of Technology
Intermediate-11th & 12th - MPC
Narayana Junior College
SSC-10th Grade -
Trinity English Medium High School
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