Headline

Experienced in Customer Service Representative, Revenue Expansion, Operation Associate, Human Resources | Ex-upGradian

About

Experienced and results-oriented Customer Service and Operations professional with 9+ years of cross-functional experience across learning experience, program operations, customer support, and event coordination. At UpGrad, I successfully managed 10+ batches with an overall 80%+ program completion rate and consistently resolved 90%+ learner queries within 24–48 hours via Freshdesk. As a Student Buddy and Learner Experience Associate, I’ve been deeply involved in driving learner satisfaction, streamlining academic operations, and building meaningful connections throughout the learner journey. My background also includes event management and client servicing, where I’ve handled everything from logistics to execution with a focus on seamless, impactful experiences. I bring a strong command of CRM and LMS tools (Freshdesk, Salesforce), collaboration platforms like Google Workspace, and a knack for operational problem-solving. Whether it's drafting SOPs, coordinating with faculty, or managing escalations—I thrive in fast-paced, learner- or customer-centric environments. Currently exploring global opportunities, especially in environments where I can contribute to creating smooth, human-first experiences through a blend of operational excellence and genuine empathy.

Location

India

Work experience

Customer Service and Human Resources Executive June 2025 - Present (Freelance) at Spark HR Management Consultancy LLC, Jun 2025 - Present · 1 yr 1 mo, India, Key Responsibilities: - Post job openings on job boards and internal platforms - Review resumes and applications for initial screening - Schedule and coordinate interviews - Provide support during career fairs or recruitment events (if applicable)

Associate/ Program Co ordinator at upGrad, Mar 2021 - Feb 2025 · 4 yrs, India, 🎯 Maintained a 95% SLA compliance rate and achieved 95% CSAT, ensuring top-tier customer satisfaction and service efficiency. 💼 Recognized as a top performer, consistently contributing to revenue growth through strategic upselling and customer engagement. 📈 Proactively stepped into leadership roles, providing actionable insights that shaped product and service enhancements. 📚 Managed end-to-end learner journeys across 10+ batches, overseeing onboarding, academic scheduling, live session coordination, and learner support. 👩‍🏫 Served as the primary point of contact for faculty and learners, ensuring timely academic support and efficient query resolution. 📊 Maintained an 80%+ program completion rate and resolved 90%+ learner queries within 24–48 hours via Freshdesk. 🌟 Achieved and upheld a CSAT score of 4.5+/5 (90%+), reflecting exceptional service delivery and learner satisfaction. ✉️ Proactively addressed learner issues via Telegram and email, minimizing escalations and ensuring a smooth learner experience. ⏰ Ensured on-time delivery of sessions, assignments, and evaluations via the LMS, maintaining academic quality and integrity. 🤝 Collaborated with cross-functional teams (Product, Tech, Content) to optimize operational workflows and solve learner issues. 📝 Supported SOP creation and process documentation to streamline academic delivery and issue resolution frameworks. 🏆 Consistently achieved quarterly referral and repeat learner targets, earning top rankings on the quality dashboard for 5+ months. 📈 Contributed to NPS (Net Promoter Score) improvements by enhancing learner touchpoints and tracking engagement metrics.

Freelance Event Coordinator at Freelance (Self employed), Apr 2014 - Jan 2020 · 5 yrs 10 mos, Mumbai, Maharashtra, India, • Successfully coordinated logistics and ground execution for a range of corporate and social events. Handled event management ( Real Estates, Wedding, Diamonds & Gold exhibitions etc) • Recruited, trained, and managed on-ground staff to ensure smooth flow of operations. • Interfaced directly with clients to understand event requirements and deliver tailored solutions. • Oversaw vendor coordination, event setup, and real-time issue resolution. • Managed event budgets, billing, and staffing allocations. • Ensured client satisfaction and repeat engagements through attention to detail and execution excellence.

Customer Service Representative at Tech Mahindra Business Services, Aug 2012 - Mar 2015 · 2 yrs 8 mos, India, • Responded to UK-based customer inquiries and resolved service-related issues efficiently. • Part of the pre-opening team that helped set up the call center operations. • Monitored call flows, managed escalations, and ensured consistent service delivery. • Promoted new products and participated in upselling initiatives. • Supported new hires during their training and onboarding period.

Senior Customer Service Associate at First Source Solution, May 2011 - Jul 2012 · 1 yr 3 mos, Mumbai Metropolitan Region, Managed inbound and outbound calls for US-based clients in debt consolidation, ensuring quality customer support and regulatory compliance. Resolved customer complaints and inquiries with empathy, professionalism, and effective problem-solving techniques. Achieved delinquent payment collection targets by establishing streamlined payment arrangements. Provided dedicated support for American Express credit card users, managing sensitive financial data with strict confidentiality.

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Bhartiya Shiksha Parishad Uttar Pradesh

Divine Child High School