Prathipati Keerthi

• Provided academic counseling support to students by addressing queries, guiding them through course requirements, and ensuring clarity in learning processes.
• Assisted students in accessing e-content, tutorials, and learning platforms; ensured high levels of student engagement, and satisfaction.
• Collaborated with internal teams, client representatives, and academic staff to ensure the smooth execution of all academic support activities.
• Maintained compliance with organizational rules, client instructions, and safety and confidentiality policies.
• Ensured accurate documentation, attendance reporting, and timely updates to backend teams, as required.
• Delivered services professionally at the client location while upholding service quality standards.
• Handled escalations, provided quick resolutions, and ensured that students received appropriate guidance.
• Supported onboarding activities by helping students understand guidelines, processes, and training requirements.
• Coordinated with departments for updates, issue resolution, and smooth workflow management.
• Maintained confidentiality of proprietary information, and adhered to all compliance and regulatory requirements.

Key Achievements

• Improved student engagement by providing clear academic guidance and LMS support.
• Ensured smooth onboarding for new learners by delivering detailed instructions and structured support.
• Reduced academic-related escalations by proactively assisting students with platform access and learning progress.
• Maintained 100% compliance with client policies, documentation guidelines, and confidentiality standards.
• Played a key role in enhancing student satisfaction through timely communication and consistent academic support.

• End-to-End Customer Grievance Ownership: Demonstrated responsibility by resolving customer grievances from initiation to resolution, ensuring strict adherence to specified timelines, and quality standards.
• Maximized Customer Satisfaction and KPIs: Drove efforts to achieve and maintain the highest levels of customer satisfaction, consistently meeting Key Performance Indicators (KPIs) such as CSAT, Resolution Time, First Response Time, First Call Resolution, Quality, and Repeat Rate.
• Customer Feedback Utilization: Utilized customer feedback to inform changes and improvements to customer success plans, driving continuous improvement in customer service and satisfaction.
• Global Learner Support and Orientation.
• Managed global learner inquiries, and ensured smooth course access.
• Delivered orientation sessions and provided real-time support for international students.
• Addressed technical issues and resolved course access problems promptly.
• Facilitated virtual support across different time zones to ensure learner satisfaction.

Key Achievements

• Successfully managed global learner support across multiple time zones, maintaining high CSAT, and quality scores.
• Achieved consistent performance in KPIs such as FRT, FCR, Repeat Rate, and Quality.
• Earned appreciation from learners and internal teams for resolving escalated cases quickly and accurately.
• Hosted multiple high-impact orientation and engagement sessions, improving learner readiness and satisfaction.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Successfully assisted a learner by coordinating with relevant teams over a period of more than 20 days to provide a resolution, resulting in a detailed thank-you note from the customer for exceptional support and dedication.