Prithiviraj K
CHENNAI
Summary
Experienced with team leadership, operational management, and customer service excellence. Helped more than 4000 customers to organize their learning and admission process by providing personalized attention and counseling using data and analytics. Achieved highest customer retention and upgrades through exceptional customer support and delivery process.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Customer Success
Valued Epistemics Private Limited
08.2021 - Current
- Manage end-to-end operations of more than 500 customers by creating statistical models and improving the service quality of the product
- Measure and report the overall quality and productivity of service delivery to the senior management during the periodic assessment
- Mentoring and guiding team members to achieve customer happiness and score improvement.
- Monitoring customers' expectations using rating tools (CSATs & NPS) and improving the process to achieve customer success.
- Designed a process for a one-on-one counseling program for a premium program (Based on customer expectations).
- Work with marketing and sales to deliver quality live product demo workshops, and guest webinars and improve product visibility to the Customer base.
- Created capacity prediction and planning model for the service team based on past customer data using Google sheet and SQL queries.
- Maintain accurate records of customer interactions, feedback, and resolutions using CRM tools for continuous improvement.
Team Lead- Training and Customer Service
Valued Epistemics Private Limited
06.2015 - 07.2021
- Improved the training process of new counselors with extensive counseling strategies and data-driven approaches which helped the team improve the NPS by 52%
- Build strong relationships with customers by periodic monitoring, and collecting customers' experiences and expectations to identify opportunities for continuous improvement in the product
- Successfully handled and resolved multiple escalations from customers empathetically and professionally by coordinating between multiple teams in the service process
- Conduct in-depth root cause analysis of issues and translate findings into opportunities for process improvement and new product development
- Created customer tracking model using Google Sheets and SQL queries to improve customer happiness (measured by NPS)
- Collaborate closely with the sales and product teams to offer valuable insights derived from customer interactions
Admission & EClass Student Facilitator Analyst
Valued Epistemics Private Limited
12.2013 - 05.2015
- Implemented processes to improve the students' learning and capacity in the online class.
- Analyzed various data points to understand student success and set up a process for 'the Score Guarantee program.'
- Hosted live demo workshops covering a range of quantitative topics for prospective students, significantly boosting enrollment in online classes
- Trained other counselors to deliver an online class with a capacity of over 50 students.
- Received an award for best project for our 'Score Guarantee program.'
- Analyze students' score requirements and guide them with their overseas education process with the help of CRM tools.
Student Facilitator Analyst
Valued Epistemics Private Limited
05.2012 - 11.2013
- Managed customer orientation, onboarding process, and product demo as per the service guidelines.
- Evaluated student's levels and learning styles based on the preliminary test results.
- Analyzed data from 100+ practice sessions and tests and provided insightful feedback that helped to improve their scores (GRE).
- Proactively monitored and helped the inactive students stick with the preparation plan by using counseling strategies.
- Received an award for having the highest customer satisfaction rating.
- Archived and maintained the highest TAT for customer emails, Tickets, and voice call responses.
Education
MSc - Applied Mathematics
Anna University
Chennai05-2012
BSc - Mathematics
Loyola College
Chennai05-2010
Skills
- Project Management
- Product Presentation
- Career Counseling
- Customer Success
- Microsoft Excel
- Reporting & Analysis
- Data Visualization
- SQL
- Google Workspace
- MS Office
Timeline
Assistant Manager - Customer Success
Valued Epistemics Private Limited
08.2021 - Current
Team Lead- Training and Customer Service
Valued Epistemics Private Limited
06.2015 - 07.2021
Admission & EClass Student Facilitator Analyst
Valued Epistemics Private Limited
12.2013 - 05.2015
Student Facilitator Analyst
Valued Epistemics Private Limited
05.2012 - 11.2013
MSc - Applied Mathematics
Anna University
BSc - Mathematics
Loyola College
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