SHIVAM SURI
Greater Noida West
Summary
Results-driven manager and analytical problem-solver with expertise in team building and customer relations. Enhances employee engagement and performance through targeted training and morale initiatives. Proven leader in admissions operations, optimizing workflows and improving team effectiveness. Drives recruitment success through innovative training development and strategic collaboration across departments.
Overview
8
8
years of professional experience
Work History
Deputy Director - Admissions & Info Cell
CT University
Ludhiana
07.2024 - Current
- Spearheading a high-impact team of 80+ admission counselors, supported by 4 Team Leaders, 3 Quality Analysts, and 2 MIS Executives to drive enrollment targets across programs and geographies.
- Oversaw end-to-end tele-calling cell operations, ensuring adherence to processes and achievement of conversion targets.
- Defined and executed strategic calling objectives, follow-up workflows, and team segmentation by state, course, and inbound channel (Toll-free, official line, etc.).
- Conducted performance reviews using key metrics such as connected talk time, lead stage progression, and counselor effectiveness to enhance team output.
- Implemented and optimized CRM systems including NPF Meritto, integrated with Knowlarity, Mcube, and 3G CallNet for seamless lead-to-call workflows.
- Analyzed lead data for course-wise and region-wise decision-making, improving follow-up quality and increasing conversion likelihood.
- Developed training modules on counselling techniques, objection handling, script optimization, and admission funnel mastery to enhance counselor effectiveness.
- Worked closely with Digital Marketing, Academic Heads, and Admissions to align lead generation, nurturing, and onboarding strategies.
- Presented performance dashboards and strategic insights to top management to influence policy-level decisions.
Head Connect Center
CGC Jhanjeri
Mohali
03.2023 - 07.2024
- Led operations of Connect Center, aligning initiatives with student admission goals to enhance recruitment effectiveness.
- Supervised and evaluated TCC Managers, Team Leaders, and Quality Analysts, leading a team of 60+ counselors to improve recruitment outcomes.
- Defined and implemented calling objectives, scripts, lead distribution strategies, and follow-up SOPs for consistent engagement.
- Ensured 100% compliance with calling protocols, data privacy standards, and university communication norms.
- Collaborated with marketing, admissions, and academic teams to align on campaigns and drive lead conversion success.
- Presented TCC performance insights to top management, shaping strategic planning and driving operational enhancements.
- Recommended CRM enhancements and automation tools, streamlining processes and leveraging data analytics for effective lead prioritization.
Inside Sales - Customer Acquisition Strategy and Implementation - Google Ads Expert
Accenture
Gurugram
08.2022 - 03.2023
- Executed targeted marketing campaigns on Google Ads, generating qualified leads and enhancing overall ROI.
- Managed full-funnel paid campaigns through Google AdWords and other performance channels.
- Led online and social media marketing efforts with a focus on App Downloads, engagement campaigns, Google Search, Display, Remarketing, and other paid media.
- Managed comprehensive campaign lifecycle from strategy to reporting, delivering actionable insights for continuous improvement.
- Designed and tested digital experiments to enhance campaign effectiveness and strengthen digital marketing's role in business growth.
- Monitored and optimized key events and conversion funnels, improving conversion rates within marketing automation systems.
Assistant Director Information Cell
CT University
Ludhiana
02.2022 - 08.2022
- Led and managed a high-performing team of 45 tele-calling professionals, ensuring daily productivity and goal alignment.
- Supervised 7 regional outreach teams responsible for driving admissions across targeted geographies.
- Conducted training sessions for tele-callers on university programs, enhancing pitch quality and parent-student engagement.
- Monitored and audited outbound calls to ensure communication quality and compliance with established standards.
- Analyzed weekly sales data to develop corrective action planning reports that optimized performance.
- Identified and capitalized on new business opportunities to boost revenue generation, enhancing Revenue Per Lead and ARPU.
- Drafted and implemented proposals, contracts, and operational procedures, streamlining client acquisition and optimizing internal workflows.
- Maintained comprehensive records of sales calls and follow-ups in CRM to strengthen relationship management.
- Created and managed digital content for university website and social media platforms, boosting brand presence and student engagement.
Business Development Executive
Unacademy
Bengaluru
02.2021 - 02.2022
- Exceeded annual revenue target by delivering 103%, demonstrating consistent performance and commitment to sales goals.
- Generated ₹1.04 Crore in revenue, driving achievement of annual sales goals.
- Achieved highest single-day revenue of ₹2.75 Lakhs under the 'Mission Wednesday' campaign.
- Closed 541 sales tickets, showcasing strong closing abilities and directly impacting overall sales performance.
- Proactively cold-called 200+ clients daily using structured sales scripts to promote educational programs such as IIT, NEET, UPSC, CAT, GATE, and NTA-UGC NET.
- Cultivated customer relationships by informing clients of new offers and loyalty benefits, enhancing retention.
- Consistently maintained over 4 hours of connected talk time per day to drive engagement and conversions.
Relationship Officer
Canara HSBC Oriental Bank of Commerce Life Insurance Company
Jammu Area
02.2020 - 09.2020
- Built and nurtured strong relationships with clients, serving as a trusted advisor across a range of banking and insurance services.
- Conducted in-depth assessments of customer profiles to recommend personalized insurance solutions using a consultative approach.
- Engaged existing bank customers to identify and upsell tailored insurance products, fostering increased customer satisfaction and loyalty.
- Presented insurance policy options clearly and concisely, enabling customers to make informed decisions and increasing policy uptake.
- Managed insurance sales across 8 Canara Bank branches, ensuring consistent revenue flow and service quality.
- Generated total revenue of ₹48 Lakhs, including a personal record of ₹5 Lakhs in single-shot premium ticket size.
- Improved cross-sell ratio and policy persistency through proactive follow-up and relationship-based selling strategies.
- Maintained a high standard of ethics and compliance to support sound banking operations and long-term business success.
Business Development Associate
BYJU'S (Think & Learn Pvt. Ltd.)
Noida Area
07.2019 - 11.2019
- Surpassed sales targets by 80% through proactive communication and strategic follow-ups.
- Generated ₹18 Lakhs in revenue, directly impacting business bottom line.
- Outperformed daily outbound call targets, significantly enhancing pipeline growth and lead nurturing.
- Conducted 150+ daily cold and warm calls to new and existing accounts, exceeding outreach benchmarks and enhancing lead engagement.
- Maintained 3+ hours of daily talk time, effectively engaging leads and contributing to improved conversion rates.
- Delivered face-to-face counselling sessions, assessing client needs and tailoring product solutions to enhance client satisfaction.
- Utilized strong listening skills and empathy to build trust, enhance relationships, and increase client satisfaction.
Internship Trainee
National Institute of Technical Teacher Training & Research
Chandigarh Area
05.2018 - 07.2018
- Facilitated training on networking and IoT with Computer Science Engineering Department and Enovate Skill at National Institute of Technical Training & Research, Ministry of Human Resource Development, Government of India, Chandigarh, improving participants' proficiency in emerging technologies.
- Developed training materials for technical education programs, ensuring alignment with curriculum standards and participant needs.
- Collaborated with instructors to support student learning initiatives.
- Participated in workshops to refine teaching methodologies, contributing to improved instructional approaches.
Education
MBA - Marketing Management
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Mumbai07.2023
B.E - Information Technology
Model Institute of Engineering and Technology
Jammu06.2019
Skills
- Admissions outreach
- Lead generation
- Inside sales
- CRM systems
- Digital marketing
- Data analytics
- Monitoring and evaluation
- Performance evaluation
- Training development
- Team leadership
- Telecalling strategies
- Customer relations
- Decision-making
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Deputy Director - Admissions & Info Cell
CT University
07.2024 - Current
Head Connect Center
CGC Jhanjeri
03.2023 - 07.2024
Inside Sales - Customer Acquisition Strategy and Implementation - Google Ads Expert
Accenture
08.2022 - 03.2023
Assistant Director Information Cell
CT University
02.2022 - 08.2022
Business Development Executive
Unacademy
02.2021 - 02.2022
Relationship Officer
Canara HSBC Oriental Bank of Commerce Life Insurance Company
02.2020 - 09.2020
Business Development Associate
BYJU'S (Think & Learn Pvt. Ltd.)
07.2019 - 11.2019
Internship Trainee
National Institute of Technical Teacher Training & Research
05.2018 - 07.2018
MBA - Marketing Management
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
B.E - Information Technology
Model Institute of Engineering and Technology