Shivam Chandel

Teacher Engagement:

• Handling 100+ teacher queries over calls, email, and chat on a daily basis, with a 100% resolution rate.
• Providing assistance in calendar management, arranging parent-teacher feedback sessions, and update related to new changes in policy, contract renewals, etc.

Student Concierge:

• Handling inbound/outbound calls on domestic & international basis, chat, and email support to the students.
• Help in onboarding of new customers, management of accounts, credit check, renewal assistance, handling general enquiries, arranging teacher-parent meeting, conducting surveys and taking feedbacks on weekly or monthly basis and maintaining healthy TAT.
• Remote L1 troubleshooting assistance, calendar management, software & application updates etc.
• Uploading & managing necessary data over Google drive.

Welcome Call Team:

• Handling laptop dispatch and managing inventory as well, to cater needs of new enrolled as well as upcoming users.
• Performing the basic setup for new laptops, installing & configuring the required software & hardware devices for smooth continuation of the classes.
• Performing the basic checks for the system configuration, internet connectivity & speed, hardware compatibility etc.

User Research:

• Leading team of 5-10 people wherein team organizes free classes before product launch and taking feedback post class completion.
• Category creation of the data, uploading the data in right folders over Google drives & cloud storages, proper backups creation.
• Implementing proper protocols & authentication measures, allowing access to advised officials for data visibility.
• Checks for potential users, creation & transfer of tickets to designated team in order to act accordingly.

• Identified and analyzed trends in employee relations issues.
• Developed and implemented strategies to improve employee satisfaction.
• Conducted investigations into workplace complaints and grievances.
• Analyzed employee feedback surveys to identify areas of improvement or potential risks within the organization.
• Prepared reports summarizing key findings from investigations into workplace misconduct.
• Responded promptly to inquiries from employees regarding their rights under applicable labor laws.
• Facilitated training sessions on topics such as performance management, harassment prevention, diversity.
• Investigated allegations of discrimination or harassment in the workplace.
• Facilitated new hire orientations, processed transfers and managed employee separations.
• Resolve 200+ weekly customer inquiries via phone and email, consistently exceeding targets.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
• Inventory management to ensure smooth office operations.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.