Nasreen Gani
CLIENT SUCCESS AND OPERATIONS MANAGEMENT
Summary
A highly motivated and adaptable professional with a proven track record in client success and operations management. Recognized for strategic planning and expectation management through fostering productive client relationships. A proactive and energetic problem solver with excellent multilingual communication skills, dedicated to developing and implementing process improvements that drive organizational growth. Strong leader and decision-maker focused on streamlining operations to reduce costs and enhance efficiency. Known for independent decision-making, sound judgment, and a commitment to driving positive outcomes for company success.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Senior Manager - School Operations
Mindler
Kolkata (Remote)
3 2023 - Current
- Identifying and pursuing new business opportunities, increased sales by 10%
- Leading onboarding calls with senior stakeholders, including Directors, Owners, Principals, Chairpersons, VCs, and Counselors, building strong relationships, understanding client needs, and delivering personalized solutions, resulting in long-term partnerships and client satisfaction
- Boosting revenue growth and service expansion by successfully upselling key programs: CE, Profile Building, Overseas Application Guidance, and Virtual Career Simulators
- Developing and implementing strategic yearly school calendars, aligning with educational goals, resulting in a 30% increase in client satisfaction and a 35% enhancement in operational efficiency
- Refining and enhancing client renewal strategy, aligning with dynamic educational needs and goals, resulting in a 40% increase in renewal rates and a 95% client satisfaction rate.
Manager - Client Success & Growth
Mindler
Hyderabad
10.2021 - 03.2023
- Built and nurtured strategic client relationships, providing tailored solutions and personalized support, leading to a 95% client retention rate and a 25% increase in repeat business
- Ensured timely completion of program deliveries, maintaining high standards of quality and client satisfaction
- Managed a team, providing coaching and development opportunities to improve performance and increase employee satisfaction by 25%
- Developed and implemented a comprehensive operations plan, resulting in a 25% increase in efficiency and a 15% reduction in the team's workload allowing my team to focus on strategic initiatives
- Trained operations and counseling teams, ensuring excellent program delivery and dashboard proficiency, with a focus on exceptional service standards
- Executed comprehensive career development events, including university fairs and leadership conclaves, yielding a rise in networking opportunities and growth in educational outreach
- Collaborated with cross-functional teams to deliver exceptional client experiences.
Manager - Operations
UNIVARIETY
Hyderabad
05.2021 - 10.2021
- Developed and designing operational guidelines for multiple departments in the organization
- Evaluated operational strategies, technology used and work in improvising the same
- Oversee and improve client platform adoption and engagement by sending reports of platform usage, student's and counsellor engagement, setting strategies and targets of service engagement involving the Principal & School point of Contact
- Leading an operations team, operations of 20+ counseling team members and customer success managers
- Involved in the interviewing, training and development, performance evaluation, processing monthly incentives and audit activities
- Managed to generate 5% of revenue from product sales and school renewals
- Maintaining a close working relationship with different LOB stakeholders including Product, Marketing, IT, Finance Legal & Operations
- Track the overall progress and improvisation of engagement with individual schools assigned to the counseling team on periodic basis.
Assistant Manager - Operations
UNIVARIETY
Hyderabad
05.2019 - 05.2021
- Managed a team of freelance counselors, ensuring seamless onboarding, training, and alignment for session delivery
- Coordinated with experienced counselors for interview feedback, training planning, and session alignment
- Conducted regular feedback sessions with counselors to enhance session quality and counselor performance
- Facilitated counselor travel arrangements and ensured timely payment processing and invoice clearance
- Designed and implemented regular training programs for counselors, focusing on session improvisation and skill enhancement
- Streamlined operations to optimize counselor utilization, session delivery, and overall customer satisfaction
- Successfully executed 2500+ sessions, including workshops, one-on-one sessions, launch programs, engagement programs, and career guidance cell development programs across 300+ leading schools in the country, empowering them to establish robust Career Guidance Cells and support students' career development.
Key Account Manager
Arya Engineering Services
Hyderabad
05.2018 - 04.2019
- Responsible for establishing potential business relationship and requirements with key clients and ensuring winning & retaining potential business opportunities
- Reached out to potential prospects across India for positioning Arya Systems' offerings in Consulting services for Plant Engineering, Building Information Modeling and Engineering services for Oil and Gas, Construction and other Engineering Industries
- Working with cross functional teams - Recruitment, Accounts Receivables team and ensured ensure effective management of deliverables and payments
- Maintained excellent record of periodic data while reporting to Director and Business Head.
Marketing Specialist
Arya Engineering Services
Hyderabad
05.2018 - 07.2018
- Generated leads through internal and external sources viz
- LinkedIn and online job portals
- Supported Business teams in generating leads through cold calling and email marketing across India, UAE, Qatar and US.
Digital Marketing Specialist (Intern)
Zoom Web Media - Digital Marketing Agency
Kolkata
08.2016 - 12.2016
- Successfully managed digital marketing engagements with clients across Australia, New Zealand, Canada, US, and UK, demonstrating strong international client management skills
- Achieved high client retention rates through effective relationship management strategies, while consistently upselling additional services to increase revenue
- Facilitated the acquisition of new clients by implementing targeted marketing campaigns and leveraging market insights
- Collaborated closely with the in-house website development team to ensure seamless and timely delivery of products and services, exceeding client expectations.
Education
Bachelor's Degree - Accounting And Finance
The Bhawanipur Education Society College
Kolkata 04.2013 - 04.2016
High School Diploma -
St Thomas Girls' School
04.2009 - 04.2013
Skills
Relationship Management
Expectation Management
Contract Negotiations
Strategic Planning
Operations Management
Product Management
Process Management
Training & Development
Employees Relations
Client Retention
Team Management
Certification
Six Sigma Certifications
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Bengali
Intermediate (B1)
Oriya
Upper intermediate (B2)
Urdu
Upper intermediate (B2)
Arabic
Upper intermediate (B2)
Interests
Photography
Travelling
Listening to Movies
Watching Movies
Timeline
Manager - Client Success & Growth
Mindler
10.2021 - 03.2023
Manager - Operations
UNIVARIETY
05.2021 - 10.2021
Assistant Manager - Operations
UNIVARIETY
05.2019 - 05.2021
Key Account Manager
Arya Engineering Services
05.2018 - 04.2019
Marketing Specialist
Arya Engineering Services
05.2018 - 07.2018
Digital Marketing Specialist (Intern)
Zoom Web Media - Digital Marketing Agency
08.2016 - 12.2016
Bachelor's Degree - Accounting And Finance
The Bhawanipur Education Society College
04.2013 - 04.2016
High School Diploma -
St Thomas Girls' School
04.2009 - 04.2013
Senior Manager - School Operations
Mindler
3 2023 - Current