Soumya Saxena

Senior Operations Engineer @ALLEN Digital

Jaipur, IN

Effectively addressed complex student inquiries related to dispatch, academics, technical issues, and new admissions, enhancing overall student satisfaction through prompt and accurate resolutions. Managed intricate cases such as double payment refunds, special refunds, and course changes with high accuracy, ensuring compliance with company policies and smooth transaction processing. Strengthened communication channels by liaising regularly with students and parents, fostering trust and delivering a superior customer experience. Created, maintained, and analyzed detailed reports to monitor student progress and departmental performance, enabling data-driven decision making. Utilized Salesforce CRM extensively to track student interactions, manage tickets, and automate workflows, significantly improving service delivery efficiency. Developed and implemented Standard Operating Procedures (SOPs) across five departments, driving a 30% increase in inter-departmental efficiency and reducing operational costs by 15%. Conducted root cause analysis (RCA) on recurring issues and collaborated with cross-functional teams to implement corrective actions and continuous process improvements. Monitored key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and ticket backlog to ensure SLA adherence and optimize team productivity. Trained and mentored junior executives on CRM best practices, operational workflows, and customer handling techniques to enhance team capabilities and service quality. Leveraged ticketing systems (Freshdesk, Salesforce Service Cloud) to streamline case management and improve first contact resolution (FCR) rates. Applied process automation tools and integrated communication platforms to reduce manual effort and improve response times.