Sneha Guruuswami
Student Engagement Executive
Badlapur
Summary
To contribute my knowledge, learnings and experience with an organization which provides an atmosphere to effectively demonstrate my skillset and gives an equal work opportunity. Appreciate, guide, accepts, motivate and support to be an integral part of the growth and success. Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Student Engagement Executive
ACCA
Mumbai
04.2018 - Current
- Association of Chartered Certified, Industry : Global Professional Accountancy Body, Executive & a Wellbeing Champion, : Marketing
- Role:
- Ensure the prospects queries are resolved and forwarded the regional teams for lead conversions
- Closely monitor the MIS shared via our calling agency and exchange data for calling activity and progress for existing & pr-prospects
- Work with internal & external teams on Retention campaign and follow up on calling activity rigorously
- Individually connects with members to ensure the annual subs are paid in deadline
- Maintain & build close relationship with external & internal stakeholders within different departments to organize virtual, Face to face, blended or hybrid training events for our community
- Working closely with cross functional teams that includes Operations, business development, media & advertising agency and Learning partners as a part of vendor management
- Closely working with media & advertising agency to ensure the integrity of our brand is maintained through our social communications and campaigns
- Research & trained self & team on various virtual platforms like: GoTo Meeting, On24, MS Teams etc
- To support & conduct virtual events/ webinars / seminar
- Trains and guide students, Affiliates & members on one-on-one basis on their continuous professional development & guiding them towards membership progression
- Ensure the students are routed & supported by the UK customer service team on relevant queries on their portal / qualification if any
- Follow legal & procurement process to initiate ground level contracts & NDAs with our vendors smooth function of the projects & audit processes
- An added responsibility of a wellbeing champion for our India Team since 2020
- Working on organizing & hosting wellbeing sessions while understanding employees’ issues to support the leadership team to develop a strategic approach for wellbeing & work life balance
- Achievements
- Bagged a bronze for a gamification project in 'India Digital Marketing Awards’ in the category 'Best use of Web-Based Games' where we were competed against 10 brands mostly from FMCG and the media industry https://e4mevents.com/idma-2021/winners.
- Increased customer satisfaction by resolving issues.
- Exceeded goals through effective task prioritization and great work ethic.
- Carried out day-to-day duties accurately and efficiently.
- Participated in team-building activities to enhance working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used Microsoft Word and other software tools to create documents and other communications.
- Led projects and analyzed data to identify opportunities for improvement.
- Created plans and communicated deadlines to complete projects on time.
- Identified issues, analyzed information and provided solutions to problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
Senior Client Service Executive
Dun & Bradstreet Information Services Pvt Ltd
Mumbai
07.2015 - 04.2018
- Risk Management Services
- Role, Serviced clients on financial documents to update risk factors based on their financial net worth via a thorough analysis done by analysts’ team on the current financial markets
- Work closely with analysts of the team for timely delivery of the reports to clients
- Maintain the data & manage MIS on weekly basis for client referral
- Achievements
- Received a certificate of appreciation for client service
- Key Clients Handled
- Supported [Type] projects with advanced skills in document management, customer relations and reporting.
- Provided knowledgeable service and support for all customer needs.
- Communicated with clients regarding account services, statements, and balances.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Effective liaison between customers and internal departments.
- Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
- Recommended products to customers, thoroughly explaining details.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Communicated professionally with colleagues, freelancers and clients.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved [Type] issues over phone with [Number] customers daily.
Senior Client Service Executive
Shakti Enterprise
Mumbai
09.2014 - 06.2015
- Shakti Enterprise
- Industry : Translation & Localization, – Operations
- Process : Translation & Localization
- Achievements
- Appreciated by leadership, business team & Client on successful delivery of one of the high value project on timely basis
- Key Clients Handled
- Century Films, Ranbaxy, Sun Pharma, Paramount Healthcare, Lowe & Lintas, Cactus Communications, Crayons Ltd Etc.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Accepted and processed payments, updated accounts and issued receipts.
- Provided knowledgeable service and support for all customer needs.
- Supported [Type] projects with advanced skills in document management, customer relations and reporting.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Effective liaison between customers and internal departments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Recommended products to customers, thoroughly explaining details.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Communicated professionally with colleagues, freelancers and clients.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promised best prices for [Type] customer services and maintained accuracy when determining quotes.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Insurance Executive
CAPITA INDIA LTD
Mumbai
07.2013 - 08.2014
- Operations
- Process
- Conferred with clients to obtain information regarding policy claims.
- Reviewed clients' policies every year and recommended product additions or revisions to reflect changing needs.
- Structured internal role-playing exercises to improve agents' sales effectiveness, overcome client objections and enhance client renewal rates.
- Handled various internal office operations such as licensing, vendor interactions and office supply inventory maintenance.
- Quoted current and prospective clients with several insurance companies and presented proposals.
Client Servicing Executive
CRP Technologies Private Ltd
Mumbai
12.2010 - 06.2013
- Background Verification
- Designation :, – BGC Operations
- Process : Risk management Solutions
- Role
- Closely managed the clients and worked along to get the candidates smooth background checks with a detailed report
- Monitored & tracked daily updates on MIS
- Ensured TAT is followed and timely meetings are scheduled for project status
- Key Clients Handled
- Accenture, IBM, Tata Consultancy Services
- Achievements
- Received appreciation from Client for the excellent coordination, commitment, execution & on time Delivery.
- Handled inquiries regarding deliveries, purchase orders and customer-facing processes.
- Answered and directed phone calls, acting as liaison for customers.
- Kept records of inquiries, complaints and comments to assist problem resolution.
- Validated [Type] and [Type] paperwork to boost [Area of expertise] efficiency.
- Facilitated [Type] orders and completed accurate to meet aggressive deadlines.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Communicated professionally with colleagues, freelancers and clients.
- Effective liaison between customers and internal departments.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor of Arts - Economics & History
SIES College of Arts, Science & Commerce
Mumbai, India 06.2010 - 06.2011
High School Diploma -
SIES College of Arts, Science & Commerce
Mumbai, India 06.2005 - 06.2007
High School Diploma -
Mary Immaculate Girl's High School
Mumbai, India 06.2004 - 06.2005
Associate of Arts - National Social Service (NSS)
SIES College of Arts, Science & Commerce
Mumbai, India 06.2009 - 06.2010
MBA - Pursuing Image Consultant & Soft Skill Training
Image Consulting Business Institute
Mumbai, India 11.2020 - Current
Skills
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Timeline
MBA - Pursuing Image Consultant & Soft Skill Training
Image Consulting Business Institute
11.2020 - Current
Student Engagement Executive
ACCA
04.2018 - Current
Senior Client Service Executive
Dun & Bradstreet Information Services Pvt Ltd
07.2015 - 04.2018
Senior Client Service Executive
Shakti Enterprise
09.2014 - 06.2015
Insurance Executive
CAPITA INDIA LTD
07.2013 - 08.2014
Client Servicing Executive
CRP Technologies Private Ltd
12.2010 - 06.2013
Bachelor of Arts - Economics & History
SIES College of Arts, Science & Commerce
06.2010 - 06.2011
Associate of Arts - National Social Service (NSS)
SIES College of Arts, Science & Commerce
06.2009 - 06.2010
High School Diploma -
SIES College of Arts, Science & Commerce
06.2005 - 06.2007
High School Diploma -
Mary Immaculate Girl's High School
06.2004 - 06.2005
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