Shubhi Kaur
Chandigarh
Summary
PROFILE - Results-driven Service Account Manager with a strong focus on client engagement and proactive support. Delivered exceptional service by coordinating with recruitment partners, enhancing application tracking, and achieving conversion targets. Fostered robust relationships with stakeholders to elevate overall student experience.
Overview
20
20
years of professional experience
Work History
Service Account Manager
ApplyBoard India Private Limited
Remote
08.2024 - 08.2026
- Single point of contact with the assigned Recruitment partners, providing dedicated, real time support through their preferred channel(s) (i.e. email, WhatsApp, phone, live chat, Zendesk and Jira.)
- Providing RPs with proactive, outbound service by actively monitoring their applications in-funnel and taking part in customer engagement and follow-up campaigns.
- Prioritise incoming support requests from accounts in order to meet SLA.
- Maintained accurate records of leads, applications, offers, and enrollments to support achievement of conversion and enrollment targets.
- Built strong relationships with stakeholders to improve engagement, conversion rates, and overall student experience.
- Facilitated growth of RP accounts' business with ApplyBoard by building trusted relationships.
- Coordinated with internal teams and institutions to ensure timely completion of applications, documentation, and enrollment formalities.
- Trained and guided RPs to improve quality and volume of international applicants.
- Maintained customer portfolio with relevant events, challenges and preferences so that account health and status is discernible 'at a glance'.
- Updated partners on changes to SOPs and requirements to ensure compliance and effective engagement.
- Represent the ApplyBoard brand to promote the platform and services to RPs.
- Achieved company targets by implementing successful sales strategies.
Senior Knowledge Credential Professional
ApplyBoard India Pvt. Ltd
Remote
05.2020 - 07.2024
- Researched and documented admission requirements and education credentials for new programs, enhancing database accuracy
- Reviewed escalated cancellations and rejections from team and college, developed action plans for effective resolution
- Collaborated closely with outsourcing team to streamline processes.
- Worked on process improvement projects with leaders.
- Analyze the impact of inaccurate admission requirements and documenting lessons learned
- Provide ideas to maximize accuracy and response times
- Maintaining Quality report for Internal team and External team
- Conducting team weekly huddle for Quality and progress check with Internal Applyboard and External outsourcing team
- Responded to requirements inquiries from internal groups and Jira, ensuring timely resolution to support operational needs
- Support Internal ApplyBoard team queries
- Taking care of the Canada, Australia, US and UK market and their queries for South Asian, Middle East Asia, LATAM territories
- Adapted quickly and efficiently to fast-paced work environments.
- Effectively worked both independently and as part of a team to achieve goals.
- Contributed positively in team settings by offering support and guidance to colleagues.
- Demonstrated self-motivation by consistently meeting personal responsibilities.
- Attend partner schools virtual and/or in-office meetings
- Research and update the admission info for our requirements database
Sr. Counselor
Global Opportunities Pvt. Ltd
New Delhi, India
07.2017 - 05.2020
- Conducting counselling sessions at schools and institutes
- Career Counseling for Australia New Zealand, Canada and Germany
- Conducting Interviews for applied students in Australia and New Zealand
- Provided counselling for PTE and IELTS preparation to enhance student performance.
- Shortlisted universities and thoroughly checked application forms for accuracy and completeness
- Edited statements of purpose to enhance clarity and alignment with university requirements
- Prepared visa files, ensuring accuracy of financial documents and compliance with visa requirements for Australia, Canada, Germany, and New Zealand
- Performed GTE checks on Australia visa files to ensure compliance
- Maintaining intake reports for all countries and sending to reporting Manager on a weekly basis
- Attended university meetings and sessions to gather insights and updates
Sr. Counselor
SIEC Education Pvt. Ltd
New Delhi, India
09.2015 - 06.2017
- Managed Canadian and German university counselling and shortlisting for SIEC PAN India, enhancing student placement opportunities.
- Engaged in continuous professional development to stay abreast of the latest counselling techniques and theories.
- Supervised social work students in clinical activities, advising on strategies, answering questions and correcting errors.
- Executed diverse responsibilities to achieve team objectives, contributing to overall project success.
- Helped offenders integrate into community after release and improve attitudes and behaviours.
Sr. Counselor
Indo Global Education
04.2015 - 08.2015
- Guided Australian students in educational choices through tailored career counselling services.
- Counselling for GRE, GMAT, and TOEFL or IELTS
- Conducting Diagnostic test for PTE and IELTS
- Developed business strategies for test preparation and study abroad services to enhance offerings.
- Managed administration tasks including inventory, attendance, petty cash, and reporting to ensure smooth operations.
- Managed additional tasks to support overall team objectives.
Admission Manager
Mahavir Jain Academy
05.2012 - 03.2013
- Advised on visa finance and prepared students for university and visa interviews, enhancing their chances of successful applications.
- Provided career counselling for students seeking opportunities in Australia, Germany, USA, and Canada, guiding them through their academic and professional pathways.
- Assumed additional responsibilities to support team objectives, contributing to overall team success and collaboration.
Counselor
The Chopra's
10.2011 - 04.2012
- Provided tailored university application counselling for students from Australia, Germany, USA, and Canada, guiding them to successfully navigate application processes
- Executed tasks to support team initiatives
- Listened carefully, asked questions and confirmed understanding of clients situation and needs.
- Encouraged clients to become open and talk about their feelings using motivation, empathy and support.
- Conducted counselling using a wide range of methods, including face-to-face, phone, live chat and Zoom.
Lead Quality Analyst
IBM
Gurgaon
12.2006 - 03.2011
- Ensure adherence to quality and deadlines of deliverables
- Motivating the team members and training them to achieve a high level of customer satisfaction
- Providing feedback to the team regarding their performances/training and also specifying the areas of improvement
- Worked for the NPS (net promoter Score) which resulted in Client Satisfaction
- Resolved Users' grievances and misunderstandings
- Setting up target and service level agreements.
- Organised team-building activities to enhance collaboration and communication among members.
Education
B.A Pass -
Kalindi College
India01-2003
Certificate in Journalism -
Janki Devi Memorial College
IndiaCertificate in Basic Computer -
Horizon Learning Computer
Certificate in Airlines Travel Agency & Tour Operation Management -
IITTM
Skills
- Stakeholder engagement
- Stakeholder management
- Process improvement
- Quality assurance
- Training development
- Application tracking
- Customer Service
- Team leadership
- Organisational Skills
- Calm Under Pressure
- Active Listening
Custom
Academic & Professional references can be made available on request.
Timeline
Service Account Manager
ApplyBoard India Private Limited
08.2024 - 08.2026
Senior Knowledge Credential Professional
ApplyBoard India Pvt. Ltd
05.2020 - 07.2024
Sr. Counselor
Global Opportunities Pvt. Ltd
07.2017 - 05.2020
Sr. Counselor
SIEC Education Pvt. Ltd
09.2015 - 06.2017
Sr. Counselor
Indo Global Education
04.2015 - 08.2015
Admission Manager
Mahavir Jain Academy
05.2012 - 03.2013
Counselor
The Chopra's
10.2011 - 04.2012
Lead Quality Analyst
IBM
12.2006 - 03.2011
B.A Pass -
Kalindi College
Certificate in Journalism -
Janki Devi Memorial College
Certificate in Basic Computer -
Horizon Learning Computer
Certificate in Airlines Travel Agency & Tour Operation Management -
IITTM