Sonal Khurana
Delhi
Summary
Dynamic and results-driven Customer Success Manager with over a decade of expertise in customer experience management, sales, and operational efficiency. Adept at leading large teams, optimizing processes, and enhancing customer satisfaction metrics such as CSAT and NPS. Proven ability to manage complex projects, and leverage data analytics to drive continuous improvement. Seeking to contribute to organizational success by fostering customer loyalty and driving operational excellence.
Overview
17
17
years of professional experience
Work History
Operations Manager - Customer Experience Department
Aakash Institute
Delhi
04.2021 - Current
- Spearheaded a team of 80 counselors and 6 team leads, overseeing operations, facilities, and customer interactions.
- Cultivated a collaborative and innovative team environment, resulting in a 20% decrease in staff turnover and enhanced team morale.
- Mentored and trained team members through targeted development programs, equipping them to handle complex issues effectively.
- Crafted and executed strategies to streamline operational workflows, achieving a 30% reduction in Average Handling Time (AHT) and a 20% boost in First Call Resolution (FCR).
- Analyzed key performance metrics, including Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS), driving a 30% increase in CSAT and a 15% rise in NPS.
- Maintained adherence to service level agreements (SLAs) by expertly managing the escalation process for various concerns.
- Acted as the main contact for operational issues, ensuring seamless service delivery and addressing escalations promptly.
- Engaged with academic directors to address customer needs, identifying and implementing opportunities for enhancing services.
- Established and upheld operational policies and procedures to minimize risks and ensure full compliance with regulations.
- Performed regular audits to uncover compliance gaps and mitigate operational risks, collaborating with legal and compliance teams.
- Led initiatives for continuous quality improvement, using data analytics to refine service delivery and drive operational efficiency.
- Conducted quality audits regularly, ensuring service delivery aligned with customer expectations and industry standards.
- Optimized resource allocation to meet fluctuating workload demands, ensuring efficient staffing while managing costs.
- Partnered with HR to recruit, onboard, and train new team members, ensuring operational readiness.
- Contributed to the formulation and implementation of operational plans aligned with organizational goals and objectives.
- Monitored industry trends to capitalize on growth opportunities, ensuring the team's adaptability to market changes.
Assistant Manager - Sales Department
Aakash Institute
Delhi
03.2014 - 03.2021
- Managed a team of 30 sales professionals driving consistent performance, customer satisfaction, and achieving sales targets
- Developed and implemented training programs to enhance the sales team's product knowledge, negotiation skills, and customer engagement techniques, leading to improved sales effectiveness.
- Engaged directly with parents and students, promptly addressing concerns to maintain high satisfaction levels and foster long-term relationships.
- Organized regular feedback sessions with customers to understand their needs better, resulting in tailored solutions that improved customer retention rates.
- Analyzed sales data to inform and refine sales strategies, resulting in a 20% increase in lead conversion rates and a 15% rise in overall sales revenue.
- Coordinated with regional centers to ensure consistent execution of sales strategies, aligning goals across branches to drive unified growth.
- Launched targeted sales campaigns, leveraging market insights to boost enrollment numbers during peak admission seasons.
- Regularly monitored sales performance metrics, identifying trends and areas for improvement, which led to strategic adjustments and increased productivity.
- Prepared detailed sales reports for senior management, highlighting key achievements, challenges, and recommendations for future growth.
Branch Coordinator
Eurokid's School
Janakpuri
07.2011 - 02.2014
- Streamlined daily branch operations, ensuring smooth administrative processes and high parent satisfaction
- Managed face-to-face parent consultations, providing guidance on admissions and addressing student progress concerns.
Interior Designer
Under One Roof Hotel Consultancy
Delhi
01.2008 - 12.2010
- Managed interior design projects, delivering innovative and functional designs for various commercial and residential spaces
- Coordinated with clients to ensure satisfaction with design outcomes, balancing creative vision with practical needs.
Education
B.Sc in Interior Designing -
INIFD Annamalai University
New Delhi 01.2008
Ramjas School
01.2005
Skills
- Customer Experience Management
- Operational Efficiency
- Team Leadership
- Process Optimization
- Customer Satisfaction Metrics (CSAT, NPS)
- Project Management
- Data Analytics
- Operational Strategy
- First Call Resolution (FCR)
- Service Level Agreements (SLAs)
- Client Engagement
- Operations Coordination
- Customer Interaction
- Customer Service
- Compliance
- Quality Improvement
- Resource Optimization
- Workforce Planning
- Strategic Operations Planning
- Sales Leadership
- Team Management
- Sales
- Sales Strategy
- Sales Execution
- Performance Monitoring
- Reporting
Timeline
Operations Manager - Customer Experience Department
Aakash Institute
04.2021 - Current
Assistant Manager - Sales Department
Aakash Institute
03.2014 - 03.2021
Branch Coordinator
Eurokid's School
07.2011 - 02.2014
Interior Designer
Under One Roof Hotel Consultancy
01.2008 - 12.2010
B.Sc in Interior Designing -
INIFD Annamalai University
Ramjas School
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