Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Paritosh Nair

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

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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

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Paritosh NairTeam Lead | Process Specialist