Rex Nirmal Rayan V

Experience

• 

  AIESEC in Italy

  Oct 2018 - Dec 2018

  Supply Chain Management Intern
• 

  Vedantu

  Jun 2019 - Aug 2022

  Functional roles1. Managing a team of tenured Agents to engage and handle student queries (Test prep Business Unit)2. Provide support to customers and assist in resolving the issue in ERP.3. Perform data analysis for generating reports on a periodic basis.4. Manage helpdesk and ensure assigned tickets are handled flawlessly.5. Prepare daily/weekly/monthly reports to show the progress of the team.6. Analyse the post-class comments/calls and prepare WOW and MOM presentations.7. Perform source system data analysis to identify NPS/ CSAT detractors and improve.8. Work across multiple projects to understand platform usage and its implications.9. Perform data migration audit, reconciliation, and exception reporting.10. Responsible for directing and scheduling the activities, as well as handling team training (OJT) inorder to ensure that the team members are always prepared to meet team goals.People-related roles1. Monitoring the team’s performance daily and providing feedback wherever required.2. Communicate periodical procedural changes and important information to team members.3. Interim and annual reviews and growth plan for team members.4. Training new/existing team members on domains/systems/processes/profiles.5. Maintain a fast, fun, and friendly team environment.6. Manage shrinkage and attrition. Show less Strategic roles1. Responsible for directing and scheduling the training for the new joiners, as well as handlingattendance tracking in order to ensure that the team members are always staffed to meet teamgoals.2. Assist with identifying, developing, and implementing improvements to existing procedures andfunctions to ensure efficient quality service to our team members.Functional roles1. Serve as a point of escalation to the team and serve as a subject matter expert for the team.2. Create Process documents and SOPs on new processes.3. On a weekly basis interact with the Team Leads/ Managers team regarding the team's performance.4. Continually improve team quality through CTC (Check the Checker) score through random auditsfor the audits completed by Quality Agents. Show less

  • Operations Team Lead

    Nov 2020 - Aug 2022

  • Process Trainer || SME

    Sept 2020 - Nov 2020

  • Student Account Manager

    Mar 2020 - Sept 2020

  • Operations Executive

    Jun 2019 - Mar 2020
• 

  CareerLabs

  Aug 2022 - Dec 2022

  Business Operations Lead

  1. Responsible for the progression of each student and getting them application-ready.2. Working with candidates who want to apply to top global B-schools, to guide them in their application process.3. Building relationships with the students, understanding what they need to achieve, and strategizing and executing plans accordingly.4. Acting as the bridge between the students and internal teams.5. Should be able to coordinate with different teams and address students' bottlenecks on priority.6. Responsible for stage movement as per the defined process & set timeline7. Track progress and milestones; diagnose issues faced by clients and timely highlight to senior teammembers for faster resolution8. Ensuring client queries & concerns are resolved within the TAT (Ideally FCR)9. MIS preparation & tracking the daily status of clients.10. Brainstorming and building the storyline and goal clarity with the candidates Show less

• 

  AnalytixLabs

  Jan 2023 - Oct 2023

  1. Coordinate and assist with centralized and offline center-specific operations proactively.2. Work with senior team members to implement and develop operational processes to improve the student experience and make their journey more enriching.3. Ensure effective and clear communication (both verbal and written) with students and other internal and external stakeholders.4. Be able to understand the pain points of students and help in resolving them.5. Use the in-house proprietor tool and applications to carry out daily processes efficiently.6. Maintain a high level of process quality and consistency and an excellent relationship with all stakeholders. Show less

  • Assistant Manager

    Jan 2023 - Oct 2023

  • Assistant Manager

    Jan 2023 - Oct 2023