Nilesh Pathak
INTL Ops Manager
Noida,Uttar Pradesh
Summary
Organized Program Manager committed to excellence with over 07 years of experience in Customer service, Program Management, and the Education Technology industry. Enriched experience in leading a team and overseeing operations along with learning and development. Skilled in best practices for process improvement. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Program Manager
Coursera
Gurgaon, HR
12.2021 - 07.2022
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitored project & Program progress, examined risks and set forth contingency plans.
- Managed department call volume of 40 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
Program Manager
Great Learning
Gurugram, India
11.2020 - 11.2021
- Business Operations : Enabling Top executives across Globe to learn successfully in Learning programs offered by University of Texas at Austin & Great Learning. Leading team of Program Managers to ensure seamless program operations & delivery.
- Customer Success Management : Created customer support strategies to increase customer retention. Successfully ensured minimum 22% referral is generated from key accounts.
- Team Management and Organizational building : Mentored and
guided employees to fostered proper completion of assigned duties. Conducted Training and mentored team members to promote productivity and commitment to friendly service.
Senior Process Associate-II
Tata Consultancy Services
Mumbai, MH
08.2019 - 11.2020
- Reported on updates to project specifications and progress.
- Managed Business accounts with 150 customers worth $525000
- Assisted in managing ongoing client relationships by new product & promotions (CRM interface to resolve specific issues).
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Directed and supervised team of 6 engaged in customer service and dispute investigation development.
Lead New Accounts Analyst
American Express India Pvt. Ltd
Gurgaon, HR
09.2017 - 06.2019
- Analyzed accounts under KYC and various parameters to understand credit worthiness of card member.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Facilitated sale of American Express Credit Card to customers & Small Business Owner and Served and Program Administrator for Key accounts
Sr. Analyst New Accounts
American Express India Pvt. Ltd
Gurgaon, HR
08.2015 - 09.2017
- Performed KYCs to ensure the information is accurate and verified from the public records and database for new credit card applications.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Provided leadership and coaching for staff by analyzing performance and adapting to customer recommendations
- Worked with stakeholders throughout organization to identify opportunities for leveraging company data to drive business solutions and customer value
Sr. Sales Associate-II
Convergys India Services Private Limited
Gurgaon, HR
10.2014 - 07.2015
- Product Up selling with new promotions & under new offers to customers (B2C Sales).
- Consulted with customers regarding pay monthly plan needs & addressed their concern.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
Education
MBA - Marketing
NMIMS
Mumbai 06.2019 - Current
Bachelor of Commerce - Marketing
D.A.V. College
Kanpur 06.2009 - 07.2013
Skills
Program Management
Customer Success
People Management
CRM and Salesforce proficiency
Jira
MS Office
SaaS Applications
SQL
Account Management
Strategic sales knowledge
Timeline
Program Manager
Coursera
12.2021 - 07.2022
Program Manager
Great Learning
11.2020 - 11.2021
Senior Process Associate-II
Tata Consultancy Services
08.2019 - 11.2020
MBA - Marketing
NMIMS
06.2019 - Current
Lead New Accounts Analyst
American Express India Pvt. Ltd
09.2017 - 06.2019
Sr. Analyst New Accounts
American Express India Pvt. Ltd
08.2015 - 09.2017
Sr. Sales Associate-II
Convergys India Services Private Limited
10.2014 - 07.2015
Bachelor of Commerce - Marketing
D.A.V. College
06.2009 - 07.2013