Vandana N

• Act as a technical resource for customers using HighLevel’s software suite
• Troubleshoot product and configuration issues across chat, email, phone, and Zoom
• Provide exceptional customer service with clear communication and follow-through
• Analyze incidents using logs, screenshots, and reproduction steps
• Resolve software, networking, internet, and general technical issues
• Collaborate with internal teams to resolve issues and request product enhancements
• Maintain strong customer relationships with speed and professionalism
• Contribute to and suggest improvements for the knowledge base
• Participate in testing new product releases
• Handle multiple customers simultaneously and prioritize effectively

● Managing the engagement of all admitted participants and university
admission formalities till the commencement of the program
● Keeping the cohort well engaged and provide personal connect to each
participant with a deeper understanding of their needs and issues and
respond in a proactive manner
● Ensuring all program or course related queries and issues are resolved in a
timely manner throughout the program
● Managing the readiness of Learning Management system for the class for
access to all learning related materials & calendars in a timely manner with
accurate information throughout the program
● Ensuring cohort is well prepared and well communicated before any class
session or lab session or any guest speaker session
● Ensuring faculty is well prepared and well communicated before any class
session
● Ensuring readiness of technology and any other requirements necessary for any
class session campus or online or any guest speaker session
● Hosting of any online class session
● Ensuring smooth functioning of all campus related logistics and catering
working with campus operations manager
● Ensuring cohort is well enabled post the class session with materials and videos
in a timely manner
● Coordinating and manage the execution of assessment plan for all courses with the cohort
● Managing the planning and execution of key program events like program
orientation, term immersion and graduation etc.
● Proactively manage shaping the behavior of the cohort in program
engagement and academic performance with rewards and recognition
● Proactively researching and deploy and optimize technology tools to enhance the learning experience for the cohort
● Ensuring the program cohort repository for all class materials data and tracking data are all kept up-to-date
● Managing the implementation of program policies with the cohort including
timely collection of all payments and assessments

• Acted as Team Lead
• Assisting with legal and regulatory matters (RBI, Cybercrime, Legal Notices, NCH)
• Maintained records of customer interactions and queries
• Escalated unresolved grievances to appropriate departments
• Handled calls and emails, resolving complaints and compliance issues
• Performed administrative tasks: updated files, drafted correspondence, and conducted research
• Followed up to ensure customer requests were addressed.
  
  L2 Escalation Desk:
• Managed escalation calls from managers and supervisors, addressing irate customers
• Responded to inquiries about slice, achieving 100% resolution and high customer satisfaction
• Identified root causes of billing complaints and followed up on resolved issues
• Recommended products, providing detailed explanations to customers.

Promoted to L2 Escalation Desk

Escalation Specialist: Senior Community Operations Specialist: L2

• Applied critical thinking to evaluate solutions and make decisions.
• Served customers efficiently, adhering to service protocols.
• Thrived under tight deadlines in a fast-paced environment.
• Listened to customer concerns and provided thorough answers.

Recognition:

• DUN-STAR award winner for top customer satisfaction performance.

Community Operations Specialist: L1

• Delivered friendly, efficient service to customers, merchants, and partners
• Handled challenging situations with ease
• Improved operations and provided exceptional service.

• Resolved queries related to emergencies and incidents.
• Investigated issues, ensuring resolutions benefitted both partners and professionals.
• Assisted a high volume of professionals daily, prioritizing satisfaction.
• Facilitated gigs and salary payments for professionals.
• Managed and resolved irate issues via phone.
• Recorded account information to set up new professional accounts.