MARIA CHERYL LOUIS

Company Overview: HARDSKILLS is a B2B online learning platform trusted by Fortune 500 brands and leading organizations to equip their teams with essential, professional soft skills, ensuring they stay relevant, and excel in the age of AI.

• End-to-end training, account and LMS management: acting as the client’s trusted advisor, collaborating with a global cross-functional team to ensure exceptional customer satisfaction.
• Certification Support to Learners: design, creation, publishing, and re-issuance of certificates and badges for participants across various programs.
• Training Scheduling and Logistics Management: Overseeing learner enrollments, client calendar creation, webinar scheduling and delivery, learner progress tracking, and pre-, mid-, and post-course feedback surveys to ensure a seamless and successful cohort experience.
• CRM Support: Managing customer payments, invoicing, course and LMS access, enrolment, extension and delist inquiries and addressing general inquiries to ensure efficient service delivery.
• Accurate Record Maintenance of licence consumption, revenue recognition, enrolment data and reports.
• Prepare various reports: Learner Status and Personal Reports, Cohort Reports, Manager Reports, Impact Reports and other business review reports.
• Support the Learner Experience Team to create and maintain FAQs, process documentation, and email templates, enhancing resource accessibility and communication efficiency.
• Work on critical issues raised by clients, identify product bugs, create dev tickets (JIRAs), work with the development team until the deployment, and convey the fix to the customer.

Company Overview: Bangalore Watch Company is a luxury watch brand based in India, known for creating high-quality, handcrafted timepieces that blend Swiss craftsmanship with Indian design aesthetics.

• Built a customer-first workflow to ensure a framework was followed to onboard, train, and provide proactive account management for BWC product owners.
• CRM Support: review and process all sales order fulfilment, invoicing, refunds, discounts, unused store credits and general service issues
• Learning Support by creating FAQ articles, email templates, Training Content via Presentations, roleplays and case studies.
• Periodic touch points with clients, collected feedback and coordinated with internal teams to conceptualize and execute the initiatives planned with client accounts - coordinated deadlines, solved escalations and managed stakeholder expectations.
• Collaborated with Sales Managers, Design Managers, Project Managers, Technical Managers, Community Managers, and the Content and Social Media team to ensure we understand the customers' expectations, preferences, and pain points, and solve them cohesively.

Company Overview: American Express is a global financial services company known for its premium credit cards, charge cards, and travel-related services, with a focus on providing exceptional customer service.

• Managed a portfolio of Platinum Charge and Centurion account holders: onboarding, card operations/life cycle, card member maintenance, KYC, account cancellation, membership rewards, frauds and disputes, credit balance refund, temporary credit and temporary suspension, pseudo credit, mispost and missing payment, deferment with adherence to the most important terms and conditions of RBI and CIBIL.
• Conducted administrative duties such as maintaining the training calendar, ensuring learners' registration and attendance, booking training rooms, conducting post-training surveys, and preparing training certificates.
• Liaise with operation managers to check for learning gaps, process improvement, and refresher courses; plan training and curriculums accordingly.
• Help with planning events and coordinating with the Learning team and floor managers.
• The sole point of contact for redeeming and transferring reward points.

• Communicate with High Value customers demonstrating excellent interpersonal skills, resolve any card related issues that he/she may be facing to ensure the faith in the Brand stays strong
• Cross-sell other card products to existing customers and retain them in the franchise
• Effectively work with and handle multiple CRM tools from Oracle, Citrix, Mainframe and in-house American Express applications to extensively benefit clients
• Detecting fraud and addressing the relevant departments to tackle danger

Company Overview: Thomson Reuters is a global leader in providing professional information, software, and services for various industries, including legal, financial, tax, and media.

• Worked with financial and investment advisors, portfolio managers from various brokerage houses, global banks, and investment institutions to assist with navigation and customizing TR products, and also assisted with data search and identifying any data errors.
• This could entail escalating the problem to a 'second-level' support group, or the technical support desk.
• Closely work with Account Managers and Relationship Managers, and interact with various TR departments (Technical Support, Content, Entitlements, Sales, and Training) to resolve client queries, and share feedback, and updates.
• Assist the Sales team with product and data knowledge for prospective clients; run coverage checks for different asset classes.
• Deliver product training on functionality and content to existing and new clients.