Sumesh Kolasseri

Mentor the students assigned to you throughout their journey by ensuring they are engaging with the product and content

Guide the student throughout their academic journey by directing them to right resources, valuable content, and academic learning

Leverage multiple communication channels (call, chat, video) to mentor and engage with students and parents

Communicate and assist parents and students for requests received on calls, emails and chats

Closely monitor and analyze students’ performance dashboard
to chart the overall progress of the students

Leverage the dashboards to share a progress report with
students and parents regularly

Drive student’s academic and extra-curricular success and
performance through constant motivation and counseling

Enable students and parents to engage with and utilize the app to fullest

Ensure achievement of daily/ weekly/ monthly targets under

(Escalations, Travel & Tourism) Handling the grievance desk, 50 odd daily cases pertaining to the Travel Industry

Maintaining all important Data with regards to the process

Answering calls along with providing information to callers, take messages, or transfer calls to appropriate individuals

Replying to queries received via chat & emails with FRT of 2 hours and closure within 7 working days.

Providing training and induction to new joiners

Audit emails being sent out in relevance to grievance closure.

Taking Initiatives with regards to the Process and making positive changes .

Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs

Expertise in email drafting and responses.

Act as the first point of contact for all queries regarding complex bookings, challenging customer interactions.

Issue and amend existing tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.

Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.

Enhance revenue earnings by providing options to customer on all products and services such as Skywards membership, amendments, ungraded fares.

Support Travel Agents by assisting them with bookings and special arrangements.

Advise and guide Travel Agents on quoting special fares and completing ticketing formalities.

Fulfill other queries and other complex activities such as medical cases and special services.