MAHESH R
Summary
Proven leader and problem-solver, excelled at GUS EDUCATION INDIA LLP by transforming leads into enrolled students globally, achieving a 94% positive customer feedback at Smarter BIZ Technologies. Specializes in customer support and technical guidance, adept at training and mentoring teams for excellence. Demonstrates initiative and analytical skills in improving processes and customer satisfaction. Seasoned Technical Support Lead and Customer Excellence Lead and Senior Associate with robust background in project management, financial analysis, and strategic planning. Possess strong analytical skills, adept at identifying trends and making data-driven decisions that drive business growth. Made significant contributions to team performance and client relationships through exceptional communication skills and proactive problem-solving approach. Skilled in fostering collaboration and ensuring the seamless execution of complex projects.
Overview
7
7
years of professional experience
Work History
Senior Associate
GUS EDUCATION INDIA LLP
Hyderabad
12.2021 - 07.2024
- Responsible for converting leads to prospects and getting admission to study at our university.
- The holistic approach to an inquiry about the enrollment journey is handled.
- Closely coordinating with university concerns and management to get the student portfolio evaluated.
- Handling leads from across the globe (non-European countries especially).
- Personal connection with students and enrollment of students at a German-based university.
- Handling global queries and becoming a proven solution provider.
- Handling process training for the new hires.
- Presentations, mock calls, role plays, call barging, and student profiling are the key aspects of my role.
- Objection handling and the retention of enrolled students are handled.
- Also required to set up a call with the student and guide them virtually with the payment of the tuition fee while making the payment on the Flywire Gateway.
Technical Support Lead & Customer Excellence Lead
Smarter BIZ Technologies Pvt Ltd
Bangalore
04.2017 - 11.2020
- Worked as a full-time TL service rep in a high-volume start-up company.
- Organize customer information and account data for business planning.
- Received 94% positive customer survey results.
- Speed on calls was 20% above the team average.
- Developed and implemented technical support processes to improve customer service.
- Provided technical guidance and training to new members of the team.
- Monitored the performance of all team members, providing feedback and coaching as needed.
- Resolved complex customer issues in a timely manner.
- Created detailed reports on system performance and user experience metrics.
- Assisted with troubleshooting hardware, software, and network related issues.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Collaborated with other departments to ensure successful implementation of new technologies.
- Identified root causes of customer complaints and implemented solutions accordingly.
- Provided remote assistance when necessary using various tools and technologies.
- Maintained positive working relationship with fellow staff and management.
- Collected, analyzed and reported on data for use in operational planning.
Education
Bachelor of Science - Computer Applications
Daksha University
Karnataka06-2016
Intermediate -
Rural Institute of Open Schooling
KarnatakaKairalee Nilayam High School
KarnatakaSkills
- Leadership
- Analysis
- Problem solving
- Initiatives
- Remote support
- Customer support
- Team building
- Training and mentoring
- Grasping
Accomplishments
- Received 'Detail for an eye' award 3 times in 2 years in Smarter BIZ Technologies Pvt Ltd.
- Received Customer Appreciation bonus in 4 months.
- Recognized as Target oriented employee of time and received an appreciation certificate.
- Outstanding Performer award for revenue generation.
Projects handled
SBI Project
- Creation of Mobi-lock profiles for every smartphone which is there on the client location and remotely monitoring the smartphones throughout PAN INDIA.
- Data collection of agents from on-sites and even client visit to check on the dialers and sharing reports with the client.
- Sharing downtime reports with the client on weekly basis for every escalation/issue faced on the ground.
- On-sites Hiring for client location and placements throughout PAN INDIA., On-sites attendance and payment approval.
- Dialers approval from the client & device counts/updates from the production field., Vender responsibility (Knowlarity).
- Explanation/knowledge transfer to the newly hired on-sites.
- Innovative account handling.
OLA, Blackbuck & OYO Projects
- Data upload on the Smarter Biz UI portal for the tele callers.
- Application support for the tele callers.
- API support while running any campaigns.
- Educating/Training the users on how to operate the application.
- Extracting the Call records of the users from the portal and auditing the recordings for quality analytics.(OLA)., Preparing Presentations for Analysis and sharing with the reporting manager. (OLA).
Flipkart Project
- Knowledge transfer to newly hired managers about the process.
- Preparing Presentations for Analysis and sharing with the reporting manager.
- Application support for the tele callers.
- API support., Educating/Training the users/new teammates on how to operate the application.
Ninestar Suzuki & Vancom & Prerana Motors
- Extracting data of Call Recording from the portal and auditing. (Quality Analysis).
- Data upload on the Smarter Biz UI portal for the tele callers.
- API support while running any campaigns.
Languages
- English
- Hindi
- Kannada
- Telugu
- Tamil
Languages
Kannada
First Language
Hindi
Upper Intermediate (B2)
B2
English
Advanced (C1)
C1
Telugu
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1
Personal Information
- Date of Birth: 08/12/94
- Marital Status: Un-Married
- Religion: Hindu
Timeline
Senior Associate
GUS EDUCATION INDIA LLP
12.2021 - 07.2024
Technical Support Lead & Customer Excellence Lead
Smarter BIZ Technologies Pvt Ltd
04.2017 - 11.2020
Bachelor of Science - Computer Applications
Daksha University
Intermediate -
Rural Institute of Open Schooling
Kairalee Nilayam High School
Similar Profiles
Milind ArashanapalliMilind Arashanapalli
Team Lead at Global Education India (GUS Education India LLP)Team Lead at Global Education India (GUS Education India LLP)
Sai Krishna VemulghatSai Krishna Vemulghat
Senior Associate IT at Gus Education INDIA LLPSenior Associate IT at Gus Education INDIA LLP
Manoj Lal VarmaManoj Lal Varma
Senior Operations Manager at GUS Education India LLPSenior Operations Manager at GUS Education India LLP