● Acted as the main point of contact for students and parents across multiple programs. ● Led the full student success lifecycle: onboarding, ongoing support, and graduation. ● Monitored student progress, handled escalations, and resolved concerns with empathy. ● Maintained and updated student communication templates and service standards. ● Developed CRM workflows and improved student retention and satisfaction. ● Facilitated collaboration between tutors, mentors, and program managers.

● Led a team of 20+ admins, introduced KPIs and SLA standards. ● Designed and regularly updated communication scripts based on client and team feedback. ● Conducted ongoing training sessions and individual coaching to improve skills. ● Managed and improved knowledge base and internal process documentation. ● Automated handling of repetitive inquiries, reducing manual workload by 40%. Key Achievements: ● Reduced new agent onboarding time by 30% through structured training programs. ● Increased customer satisfaction score by 25% within 6 months by revising scripts and feedback loops. ● Automated FAQ and response templates, leading to faster query resolution.