Ramesh Krishnan

Being part of startup gave a chance to work in multiple roles - Sales, Customer Service, Technical Support, Account Management, Webinar Hosting, Lead Generation, Business development, Digital Marketing, Email Marketing.

• Hosted 2000+ webinars , ensuring smooth operation of live trainings and playback of their recordings.
• Interact with trainers (Consultants, CXOs, CTOs or CEOs or Senior Executives) on regular basis (pre and post training) and also work closely with them to close Consulting enquiries.
• Successfully Designed and Developed 18+ Consulting Programs.
• Look for opportunities to Upsell and Cross sell, thereby increasing revenue generation by 30%.
• Coordinated client meetings to offer expert, individualized service, thereby driving sales by 7% and boosting brand loyalty.
• Manage Cancellations and reschedule of trainings.
• Respond to customer enquiries through multiple channels – Email, Phone, Chat and Digital medium (LinkedIn, Event posting platforms).
• Collaborate with cross-functional teams (Marketing team, Website Development team, Research team, Business Development team) as required.
• Work continually to analyze training processes through feedback forms, communicate changes with trainers, recommend process improvements, document processes, and develop metrics to measure performance levels.
• Ensure all invoices for services provided are updated and processed on time and also work on receivables.
• Responsible for training and Managing a small team.
• Work closely with Events team and customer Service team to maintain healthy CSAT and NPS score and healthy retention rate.
• Ensure new courses are developed and contents are updated on existing courses by working cross functionally with different teams.

• Hosted 300 plus webinars on Webex.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Worked closely with Marketing and Business Development team to maintain optimum levels of communication to effectively and efficiently complete scheduled webinars.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Organized customer information and account data for business planning and customer service purposes.
• Hosting webinars and providing end to end support to customers.
• Managed and hosted multiple tools - Webex, GotoMeet, Adobe.

• Joined Medical Billing team and as process was relocated to Chennai, I was shifted to Technical support team for Electronic products.
• Handled 150 calls per day to address customer inquiries and concerns and if needed raise tickets to initiate return or repair of concerned product.
• Provided on call assistance to customers to help them troubleshoot product.
• Update calls on Salesforce. This had to be done in real time to match call audio and notes.
• Maintain standard AHT during calls
• Worked in Rotational shifts.
• Monitored calls of team mates for Quality purposes.