Summary
Overview
Work History
Education
Skills
Computer Skills
Accomplishments
Languages
Certification
Timeline
Generic

Priyanga Krishna Raj

Bengaluru

Summary

Forward-thinking Associate Manager - Post sales with proven history of leadership, planning and problem solving. Adept collaboration with Managers and Directors to accomplish demanding objectives, motivate staff and organize resources. Systematic understanding of maintaining coverage for all operational needs.Highly-motivated employee with desire to take on new challenges

Overview

5
5
years of professional experience
1
1
Certification

Work History

Associate Manager - Post Sales VSK

Vedantu Innovations
Bangalore
04.2021 - Current
  • Oversaw daily operations over 8700 customer accounts with combined annual budget of 38Cr.
  • Generating weekly,Monthly and Quarterly report for Resolution time,CSAT and NPS.
  • Exceeded client expectations and maintained an environment focused on the client experience by utilizing exceptional strategies provided resulting in a 30% increase in Net promoter score from 43% to 75% within 1 quarter.
  • Devising customized NPS questions based on the current trend to understand the glows and grows for the team on a monthly basis which helped in boosting the NPS scores and student referrals.
  • Consistent efforts and guidance to the team helped in reducing the FRT from 3-4 hours to less than 1 hour and ART from 5-6 hours to 2-3 hours which was eventually recognized by the organization for the drastic outcomes within a quarter for exemplary work.
  • With high diligence helped the team in increasing the CSAT from 75% to 98% within 1 quarter by assigning dedicated agents for each scenario.
  • Ensured all employees presented professionally for each customer interaction according to company policies and practiced highest level of customer service to achieve maximum sales and fruitful customer experience resulting in a 15% increase in sales and 25% reduction in refunds.
  • Partnered with leadership and expert teams to proactively address service issues resulting in a 20% reduction in customer complaints.
  • Prepared range of written communications i.e Call/Email scripts, SOPs,Policy documents for Refunds,Referrals and Payments related queries.
  • Effectively handled team of 25-30 Members across various functionalities like PRMS,PRM-TLs and OPS Executive.
  • Resolved problems, improved operations and provided exceptional service.
  • Led projects on revenue management and analyzed data to identify opportunities for improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Parent Relationship Manager

Vedantu Innovations
Bangalore
03.2020 - 03.2021
  • Participated in team-building activities to enhance working relationships.
  • Handles 450+ Customers with zero escalations and 100% CSAT and 90%+ NPS.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
  • Evaluated customer feedback to identify areas of improvement in products or services offered.
  • Established strong client relationships to drive business development.
  • Improved operations through consistent hard work and dedication.
  • Handled 20-30 calls per day to address customer inquiries and concerns.

Child Psychologist

Thangam Mount Litera Zee School
Salem
05.2019 - 02.2020
  • Collect information about Students, using interviews, case histories, observational techniques, and other assessment methods
  • Conducted psycho-educational evaluations of school-aged children identified or suspected of having learning or behavioral problems.
  • Evaluate results of counseling methods to determine reliability and validity of treatments.
  • Counseled individuals, groups or families to help understand problems, deal with crisis situations and develop realistic action plans.
  • Monitored client progress through regular assessments and feedback from caregivers.
  • Advised teachers on how to best support students' mental health needs in the classroom setting.

Education

Master of Science - Applied Psychology

PSG College of Arts And Science
Coimbatore, TN

Bachelor of Science - Psychology

PSG College of Arts And Science
Coimbatore, TN

XII -

Golden Gates Matriculation Higher Secondary School
Salem, TN

SSLC -

Golden Gates Matriculation Higher Secondary School
Salem, TN

Skills

  • Communication
  • Team Building and Management
  • Efficient Leadership quality
  • Working in Fast paced Environment
  • Conflict Resolution
  • Critical Thinking and Problem Solving
  • Attentive listening
  • Operations Management
  • Project Management
  • Adaptability

Computer Skills

  • Packages - MS Office,Advanced MS Excel
  • Languages known - Basics of C Programmin
  • Platforms used - Windows XP,Windows 7,Windows 8 and Windows 10.
  • Platfforms used for CRM - Freshdesk,Salesforce,Interakt and Haptic.

Accomplishments

  • Participated in the Below Workshops

Remedial Interventions in Cognitive and Metacognitive process conducted by Madras Dyslexia Association at Spastic Society of Karnataka

Resilience and Early Life adversities at IIT Hyderabad.

Have done Community service in Annai Illam Special School of Children.

  • Certified in Metacognitive Training and Cognitive Behavioral Training.
  • Awarded as SUPER NINJA twice in September'2020 and June'2021 for my Outstanding performance as a PRM and a Customer manager.
  • Received appreciations and recognitions for extra-ordinary performance at various Town hall connects.

Languages

  • English
  • Tamil
  • Telugu
  • Kannada
  • Hindi

Certification

Certificate in Learning disability,Spastic Society of Karnataka - 2019

Advanced MS Excel,Udemy

Customer Service Specialist,Mangtas - January 2023

Timeline

Certificate in Learning disability,Spastic Society of Karnataka - 2019

Advanced MS Excel,Udemy

Customer Service Specialist,Mangtas - January 2023

01-2023

Associate Manager - Post Sales VSK

Vedantu Innovations
04.2021 - Current

Parent Relationship Manager

Vedantu Innovations
03.2020 - 03.2021

Child Psychologist

Thangam Mount Litera Zee School
05.2019 - 02.2020

Master of Science - Applied Psychology

PSG College of Arts And Science

Bachelor of Science - Psychology

PSG College of Arts And Science

XII -

Golden Gates Matriculation Higher Secondary School

SSLC -

Golden Gates Matriculation Higher Secondary School

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Priyanga Krishna Raj