Devraj Singh

Conducted structured counselling calls with prospective learners to understand their academic background, work experience, career goals, and study abroad intent. Explained upGrad Study abroad offerings, including Pathway/Accelerated programs, university options, eligibility criteria, and high-level admission process to ensure informed decision-making. Assessed learner suitability for international programs by identifying budget constraints, exam readiness, timelines, and career objectives, and aligned recommendations accordingly. Managed end-to-end lead follow-ups and CRM updates, ensuring accurate documentation of learner interactions, objections, and next steps also, collaborated with internal teams for application guidance, documentation requirements, and process clarifications, while maintaining ethical counselling standards (no job or visa guarantees).

Achieved 135% of enrollment targets by counseling prospective students and parents, guiding them toward suitable academic programs. Expanded outreach into 3 new student markets, contributing to approximately 8 crore in additional enrollments. Improved CRM lead management efficiency by 25% through structured follow-ups, accurate student data tracking, and reporting. Increased student enrollment conversions by 40% by strengthening lead qualification, personalized counseling, and relationship management.

Guided prospective students through personalized academic counseling, contributing to 6+ crore in annual program enrollments. Improved lead-to-enrollment conversion rate from 18% to 35% through better student need assessment and targeted counseling strategies. Mentored and supported counseling teams to consistently achieve 120% of monthly enrollment targets. Reduced student onboarding time by 35% by streamlining admission guidance and improving the enrollment process.

Maintained 95% SLA compliance while providing technical and program-related support to customers, ensuring timely issue resolution and smooth service delivery. Reduced customer escalations by 30% through proactive problem-solving, clear communication, and effective coordination with internal teams. Improved customer satisfaction score (CSAT) by 28% by enhancing support quality, response time, and overall service experience. Generated approximately 1.5 crore in additional revenue by identifying program upgrade opportunities and guiding existing customers toward suitable program solutions.

Achieved 90% First Contact Resolution (FCR) across multiple customer support verticals. Maintained consistent CSAT rating of 4.8/5. Supported customers across Amazon Prime, Kindle, Fire TV Stick, and Alexa platforms. Worked closely with cross-functional teams to resolve complex customer issues and improve service delivery.