Paritosh Nair
Team Lead | Process Specialist
Ahmedabad,Gujarat
Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Involved in managing various customer support mailboxes and tickets, analyzing trends in customer mail requests and resolving high priority requests.
Overview
3
3
years of professional experience
4
4
Languages
Work History
Team Lead
BYJU'S The Learning App
Bengaluru, Karnataka
02.2020 - 03.2021
- Managed Email Resolution Team's day-to-day work from assigning tickets to agents to assisting them in resolving their tickets.
- Delegated with different teams for different operational tasks across Post-sales vertical.
- Monitored possible social media escalation, investigated customer's concern, and shared it with concerned team for priority resolution.
- Prepared detailed reports on updates to work specifications, progress and team activities. Collated data on customer support tickets and emails, analyzed trends, and shared findings with management.
- Delivered superior training and help team members achieve performance targets.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Process Specialist
BYJU'S The Learning App
Bengaluru, Karnataka
11.2018 - 01.2020
- Handled customer support Emails and tickets. Coordinated with different teams from Sales to Post-Sales vertical to provide resolution to customer queries and concerns.
- Helped implement operational process changes in Post Sales that improved TAT to resolve customer concerns by almost 20%.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Identified and resolved process issues to encourage smoother procedures and more efficient workflow.
Business Development Associate
BYJU'S The Learning App
Rajkot, Gujarat
06.2018 - 10.2018
- Involved in B2C sales and marketing (via phone calls and in-person meetings).
- Maintain and updated lead details in Customer Relations Management (CRM) software in order to manage leads.
- Planned marketing initiatives and leveraged referral network to promote business development.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
Education
Bachelor of Technology - Electrical Engineering
Charotar University of Science And Technology
Anand, Gujarat 06.2014 - 05.2018
Higher Secondary (12th Pass) in Science -
Prakash Higher Secondary School
Ahmedabad, Gujarat 04.2004 - 04.2014
Skills
Google Sheets
Microsoft Office
SQL
Email Management
Customer Relationship Management Tools
Staff education and training
Critical thinking
Employee Evaluation
Key Performance Indicators
Resource Allocation
Accomplishments
- Supervised team of 25 agents.
- Performer of the Quarter: September 2019, June 2019, March 2019
- Gold Medalist: National Mathematics Olympiad 2011, 2012
Timeline
Team Lead
BYJU'S The Learning App
02.2020 - 03.2021
Process Specialist
BYJU'S The Learning App
11.2018 - 01.2020
Business Development Associate
BYJU'S The Learning App
06.2018 - 10.2018
Bachelor of Technology - Electrical Engineering
Charotar University of Science And Technology
06.2014 - 05.2018
Higher Secondary (12th Pass) in Science -
Prakash Higher Secondary School
04.2004 - 04.2014