Sunilkumar K
Bangalore
Summary
Assistant Manager with over 2 years of experience in learner support and operations within the online education sector. Skilled in team management, process optimization, and stakeholder coordination to ensure efficient service delivery. Experienced in handling escalations, improving workflows, and enhancing overall learner experience.
Committed to maintaining high operational standards and contributing to organizational growth through effective execution and continuous improvement.
Overview
6
6
years of professional experience
Work History
Assistant Manager-Learner experience & Operations.
Unext Learning Private Limited
Bangalore
01.2022 - Current
- Oversee learning operations, including data analysis, system data management, assignment administration, and communications through emails and notifications.
- Engaged proactively with dissatisfied learners, addressed concerns with solution-oriented approaches to ensure high satisfaction and retention levels.
- Foster learner engagement by identifying promoters within batches and encouraging positive feedback across social media platforms.
- Identified recurring issues across learner batches, escalated insights to management, and implemented resolution strategies to enhance overall experience.
- Supervise daily team operations, ensuring seamless execution of processes and adherence to organizational standards.
- Design and implement workflow frameworks, reports, and strategic initiatives to enhance operational efficiency and process effectiveness.
- Managed escalations across tickets and calls, addressing process discrepancies and coordinating with SPOCs for timely resolutions.
- Handle end-to-end support functions, including ticket resolution, call handling, refund processing, and request initiation workflows.
- Actively contribute to organizational initiatives such as webinars, orientation programs, and testimonial campaigns.
Associate
Think and Learn Private Limited.
01.2020 - 05.2021
Education
Mechanical Engineer -
APSCE
01-2015
Mechanical Engineer -
DACG
01-2012
SSLC
GJC
04-2007
Skills
- Advance Excel
- Basics python
- Basics SQL
- SAP
- Decision making
- Communication
- Multi-tasking
- Emotional Intelligence
Accomplishments
1.Ensured seamless connectivity for learners by conducting structured welcome calls.
2.Facilitated effective communication by creating and managing groups on social platforms.
3.Managed ticketing systems and streamlined workflow processes for efficient issue resolution.
4.Oversaw process flow control, including handling and monitoring refund processes.
5.Simplified login procedures and improved accessibility to learning portals for enhanced user experience.
2.Facilitated effective communication by creating and managing groups on social platforms.
3.Managed ticketing systems and streamlined workflow processes for efficient issue resolution.
4.Oversaw process flow control, including handling and monitoring refund processes.
5.Simplified login procedures and improved accessibility to learning portals for enhanced user experience.
Timeline
Assistant Manager-Learner experience & Operations.
Unext Learning Private Limited
01.2022 - Current
Associate
Think and Learn Private Limited.
01.2020 - 05.2021
Mechanical Engineer -
APSCE
Mechanical Engineer -
DACG
SSLC
GJC