SWATI SAXENA
Noida
Summary
Innovative professional focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
8
8
years of professional experience
Work History
Engagement Specialist-User Experience
BYJUs - Think and Learn Pvt. Ltd
06.2022 - 01.2024
- Streamlined and enhanced processes for supporting students, ensuring timely and effective resolution of their queries and issues
- Assisted the manager in liaising with cross-functional teams, including technology, content, and operations, to address student concerns and ensure a seamless support experience
- Established key performance indicators (KPIs) and monitored metrics related to student experience and satisfaction
- Maintained high productivity and quality through regular training sessions and providing constructive feedback to associates
- Directed a team of approximately 40 student experience professionals, overseeing performance management, coaching, and mentoring
- Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
- Proactively identified potential challenges or roadblocks and devised strategies for overcoming them, ensuring project success.
Product Expert-User Experience
BYJUs - Think and Learn Pvt. Ltd
03.2022 - 06.2022
- Maintained long-lasting and trusting relationships with students by going the extra mile to assist needs and provide ongoing support
- Managed 1500+ student accounts learning with the BYJU’S App-assisted them with product adoption- maintain CSAT and drive user engagement
- POC for Cross Department Communications and Escalations-Sales, Tech, Logistics, Finance and Academic Support
- Basic-advance level of troubleshooting of technical issues (Salesforce, Lead Square).
- Increased customer satisfaction with innovative solutions to complex product issues, leading to higher retention rates.
- Analyzed customer feedback data to uncover areas of improvement, driving continuous enhancement of products.
Executive-Member Experience Management
MAHINDRA HOLIDAY & RESORTS INDIA LIMITED
01.2019 - 01.2022
- Cultivating and nurturing lucrative relationships with key customers, swiftly and efficiently resolving any customer complaints
- Keeping customers informed about the latest product offers to boost sales targets
- Providing pre/post-sales services to assess customer requirements and ensure satisfaction
- Demonstrated experience in devising and implementing new strategies for seamless business operations, encompassing conflict management, quality assurance, and addressing customer grievances
- Examining and coordinating the activities of team members dedicated to receiving and resolving client complaints
- Accountable for onboarding new customer accounts across the market and generating revenue
- Organizing customer acquisition events and spearheading lead generation through referrals
- Sustaining and expanding business and revenues from assigned key clients
- Generating and creating leads through referrals, cold calling, contact management, and appointment generation
- Regularly analyzing and projecting daily, weekly, and monthly leads, sales achievements, performance reports, and feedback
- Achieving monthly, quarterly, and yearly sales targets through successful cross-selling and upselling to clients and leads
- Conducting mock sessions for new team members to assist them in transitioning smoothly into live operations
- Proficient in CRM tools such as Talisma, SAP, and CREST, with a working knowledge of various computer applications and software, including MS Word, PowerPoint, and Excel
- Demonstrating the ability to maintain a calm and composed demeanor when addressing potentially challenging client situations, showcasing strong teamwork and exceptional work ethic.
Executive-Member Relations
MAHINDRA HOLIDAY & RESORTS INDIA LIMITED
10.2015 - 12.2018
- Engaging with members to address their service-related inquiries with a focus on delivering prompt, accurate, and detailed resolutions in accordance with established guidelines
- Ensuring the precise and timely resolution of each case, contributing to the organization's revenue through reference collection and conversion, and actively encouraging cross-selling and upselling of memberships
- Conducting member engagement activities to solicit valuable feedback
- Taking an end-to-end approach, actively participating in interactions with members and collaborating with the sales team to reach mutually beneficial conclusions
- Handling inbound calls adeptly and efficiently resolving minor issues and complaints
Education
MBA - Finance & Marketing
GBTU
Graduate (BBA) - undefined
Lucknow University
Intermediate -
City Montessori School
High school - undefined
City Montessori School
Skills
Brand Awareness
undefinedAccomplishments
- Received certificate of excellence in a Debate competition, ‘NIRVAAN' at IIM Lucknow.
- Certified as winner in creative presentation at ICCMRT, Lucknow.
- Selected as the Senate Secretary for the student’s senate commission at college (SRMGPC)
Key Areas
- Strong communication skill
- Strong convincing capability
- Self-determined towards my work
- Sound leadership quality with flexible approach
Personal Information
- Date of Birth: 07/26/90
- Marital Status: Married
Timeline
Engagement Specialist-User Experience
BYJUs - Think and Learn Pvt. Ltd
06.2022 - 01.2024
Product Expert-User Experience
BYJUs - Think and Learn Pvt. Ltd
03.2022 - 06.2022
Executive-Member Experience Management
MAHINDRA HOLIDAY & RESORTS INDIA LIMITED
01.2019 - 01.2022
Executive-Member Relations
MAHINDRA HOLIDAY & RESORTS INDIA LIMITED
10.2015 - 12.2018
MBA - Finance & Marketing
GBTU
Graduate (BBA) - undefined
Lucknow University
Intermediate -
City Montessori School
High school - undefined
City Montessori School
Similar Profiles
Subham BasuSubham Basu
Academic Specialist at Byjus ( Think and learn Pvt. Ltd. )Academic Specialist at Byjus ( Think and learn Pvt. Ltd. )
Govind CSGovind CS
Associate-Art at BYJUS Think and Learn Pvt. Ltd.Associate-Art at BYJUS Think and Learn Pvt. Ltd.
VIPIN SINGHVIPIN SINGH
Business Development Manager at BYJUS [Think and Learn Pvt Ltd]Business Development Manager at BYJUS [Think and Learn Pvt Ltd]
Raju SinghRaju Singh
BDM at BYJUS THINK AND LEARN PVT LTDBDM at BYJUS THINK AND LEARN PVT LTD
Prashant KashyapPrashant Kashyap
Consultant at TATA CONSULTANCY SERVICESConsultant at TATA CONSULTANCY SERVICES