SAYAN SARKAR

• Streamlined the student document review process and efficiently communicated with RPs to promptly obtain any missing documentation, enhancing application completeness and turnaround time.
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  Managed 20+ premium RPs' end-to-end processes, enabling them to generate more sales and achieve ApplyBoard's assigned targets while maintaining a high NPS score of 8.7.
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  Successfully handled 100+ dormant RP accounts, implementing strategies to retain them on ApplyBoard's portal and maximize potential sales opportunities.
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  Specialized in the Canadian and US study abroad markets, collaborating closely with IRMs, RPs, and international applicants to address application concerns and ensure the submission of polished and comprehensive applications.
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  Analyzed customer feedback and detractor scores, working alongside product, sales, and engineering teams to enhance platform experience and drive customer satisfaction.
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  Provided valuable assistance to senior management in identifying areas for process improvement, contributing to increased productivity and efficiency.
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  Took charge of managing the team, effectively organizing workflow, and coordinating the completion of assigned projects within specified timeframes.
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  Regularly reported team performance to senior management, ensuring timely updates on progress and achievements. Conducted guidance and quality checks for the Concentrix and the Teleperformance team to ensure the delivery of the best customer experience.

• Led initiatives to reduce response time for chat support from 12 hours to 2 minutes, enhancing customer satisfaction and engagement.
• Established and optimized inbound and outbound call processes, reducing missed calls from 75% to 5%, resulting in improved customer communication and service.
• Implemented strategies for faster and effective issue resolution, enhancing the overall customer experience and loyalty.
• Set up efficient tech support systems, leveraging innovative technologies to streamline processes and improve service quality.
• Managed a team of 200+ teachers, ensuring understanding and adherence to company SOPs for maximizing conversions through trial classes.
• Enforced email process adherence and conducted quality checks on telecalling team performance, ensuring consistency and professionalism in customer interactions.
• Assisted the manager in tracking basic KPIs, providing insights for performance improvement and goal achievement.
• Effectively managed the team on various occasions, fostering a positive work environment and ensuring productivity.
• Handled escalation issues in accordance with company-defined SOPs, resolving conflicts, and maintaining customer satisfaction.
• Adapted to new challenges with flexibility, implementing innovative solutions to meet evolving customer needs and business objectives.
• Worked on customer feedback, coordinating with sales, product, marketing, operations, HR, and engineering teams to address concerns and improve service delivery.
• Conducted inter-team audits to ensure process compliance and identify areas for improvement.
• Implemented strategies for customer retention and engagement, including social media management on platforms such as Facebook and Instagram.
• Facilitated customer onboarding processes, ensuring smooth transitions and positive experiences for new customers.

Assist customers effectively by solving customer disputes
Provides customers with additional information or explains services Discusses products offered and ensures customer satisfaction Tactfully handles confrontational or stressful interactions with the public Completes supporting paperwork and data entry as required Accurately captures customer information Creates and maintains service reports.

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  Maintain the Client’s KPIs (Csat,AHT , FRT etc.)
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  Provide the customers with the best possible resolution as per the process's SOP.
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  Assist the supervisor to maintain and set the rhythm of the team to achieve the monthly assigned goals .

• Provided customer service and management support services for institute-related incoming questions from the students
• Managed to solve their complaints regarding the course and delivered books ON TIME
• Handled students interactions
• Generated Sales of Around 10 Lacs (Course Sales) Within the 5 months of time
• Established positive classroom environments by enforcing clear expectations and maintaining consistent communication with students and parents.
• Implemented differentiated instruction techniques to accommodate diverse learning styles and abilities within the classroom setting.
• Study Materials Sales Around 1.85 Lacs.