Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
SUSHANT POUDEL

SUSHANT POUDEL

Preston

Summary

Goal-oriented personality dedicated to high levels of customer satisfaction and meeting aggressive business goals. With several years of experience in Customer Service and Business Development, I am able to deal with the business clients and deliver effective customer service and help achieving target goals setup by the organization. I am able to be competent in setting up services and helping with complex business exercise with strong communication and problem solving skills.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

NCO Europe Limited
02.2022 - Current
  • Project - Costco Online UK Limited
  • Effective handling of both inbound and outbound calls from customers
  • Dealing with customers to obtain certain documents required by the client for verification purposes
  • Using email to communicate with customers when necessary
  • Commitment to continuous development to improve our customers’ experience and journey
  • Handle complaints, provide appropriate solutions within the time limit approved and follow up to ensure resolution
  • Identify potential vulnerable customers and financial hardship using strong customer service skills
  • Adhere to company policies and standards - representing the best interests of the company and its’ clients at all times through the provision of outstanding levels of customer service

Customer Service Representative

R2R People
03.2020 - 01.2022
  • Project - NHS 111 on behalf of NCO Europe, Preston
  • Effectively handled the Inbound and Outbound calls regarding inquiry of Covid – 19
  • Provided positive information, help, support and guidance to address their concerns
  • Transferred the call to NHS 111 for further symptom assessment
  • Transferred the call to 999 Emergency Service as per the clients health conditions
  • Accurately updated the clients demographic information in the system
  • Logged outbound calls to the contacts / confirmed case of the Corona virus and provide them isolation guidance
  • Forwarded contacts / confirmed case of Corona virus patients to dedicated booking line for booking LFD and PCR Test.

Chief Counselor / Business Development Manager

Hub International Pvt. Ltd.
09.2017 - 12.2019
  • Assisted students with the course planning, registration and academic counseling
  • Assisted international students to apply for the scholarships and application process for higher study programs
  • Discussed and reinforced linkages and relationships between int'l universities and the company
  • Organized information session regarding different int'l universities and their academic programs to the students and guardians inside and outside the organization
  • Performed all related communications with the students, parents, education providers, agents, sub-agents, branches, etc as per necessity.
  • Maintained and followed up different department related data such as walk-ins data, education fair data, workshop/seminar data, etc
  • Analyzed any decision and presented the management team about the complete scenario on what base the decision have been taken regarding management, counseling or operational decisions
  • Contributed to short and long-term organizational planning and started as a member of the management team
  • Attended the national and international conferences on behalf of business organization
  • Lodged international student visa applications for Australia, New Zealand, UK and Ireland
  • Follow-up clients through Phone calls, Emails and keep their data at CRM System
  • Facilitated Training and Development program to the core team and coordinated on business projects
  • Made business proposal and profile for the business collaboration & tie-up

Education Counselor / Business Development Manager

Danfe International T/O Danfe Consulting Pvt. Ltd.
04.2016 - 09.2017
  • Screened genuine temporary entrant criterion for international students applying for foreign universities for the student visa
  • Filed international student visa application for Australia
  • Conducted the foreign study seminars on business premises and campaign in different higher education institutions
  • Conducted the mock-up interview sessions for GTE Assessment for the international students
  • Business development and promotional campaign with subagents and business associates
  • Monitored the business activities of the different branches within allocated region
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
  • Facilitated the training and development of junior education counselors and documentation officers
  • Worked on monthly and annual business targets
  • Provided excellent client service through electronic means like Telephone, Social media handles and Webchat
  • Followed-up and monitor team members and work assessment

Education Counselor

Standard Tourism & Hotel Training Center
01.2015 - 03.2016
  • Preserved student academic files and monitored student progress and achievements using CRM system and data base management system
  • Identified potential barriers within student academic process to initiate steps for getting admissions to international schools and universities
  • Met with students in-person and spoke over telephone to help students construct their academic journey from home country to aboard
  • Participated in education seminars and promotional activities of the organization to build reputation within the country
  • Provided emotional support and counseling for students struggling on getting admission on global hotel shool and international universities.
  • Provided documentation support for students and their parents for the process of visa application for higher studies in international universities
  • Conducted the mock-up interview sessions to the students for the GTE Assessment and visa interview
  • Assisted on administrative factions of the organization to make the company bigger and stronger

Education

Master of Business Management (MBM) - Applied Marketing and Human Resource Management

Nepal Commerce Campus, Tribhuvan University,
NCC, Minbhawan, Kathmandu, Nepal
02.2016

Bachelor of Business Studies (BBS) - Int’l Marketing & Global Human Resource Management

Merryland College, Tribhuvan University
Rangeli Road, Biratnagar, Nepal
12.2012

10+2 Management (High School Diploma) - Business Management

Merryland Higher Secondary School,
Rangeli Road, Biratnagar, Nepal
11.2009

Skills

  • Call Center Operations
  • Customer Support
  • Proficient in Oracle and CRM Software
  • Data analysis and data management
  • Presentation and inter-personnel skills
  • Training and Mentoring
  • Customer Relations
  • Paperwork Processing
  • Travel Planning
  • Office Equipment Proficiency
  • Business Development
  • Microsoft Office Suite
  • Research Skills
  • Rapport Building
  • Problem Resolution
  • Active Listening
  • Problem-Solving Abilities
  • Computer Proficiency

Additional Information

  • Certificate of Achievement awarded by Nepal Commerce Campus, Tribhuvan University for the participation in "One Day Seminar Module Demonstration Competition" conducted on "Planning a Seminar Module Outside the Organization" - June 2014
  • Certificate of Achievement awarded by Nepal Commerce Campus, Tribhuvan University for the workshop on "One Day Competitive Presentation in Conceptual Review on Emerging Issues" organized by Master of Business Management (MBM) Department - July 2014
  • Certificate of Achievement awarded by Nepal Commerce Campus, Tribhuvan University for the excellent performance in "NCC FUSION FEST - 2015" - February 2015
  • Certificate of Appreciation for serving as Volunteer in the event :MO:MO FOR EK KITAB" organized by Shiksha Nepal in collaboration with Himalayan Climate Initiative and Sammunat Karnali - August 2015
  • ISANA National Code Online Tutorial – ESOS Certified Education Consultant for Australia – March 2017
  • Certificate of Achievement awarded by British Council in association with Study UK – A GUIDE FOR EDUCATION AGENTS AND COUNSELLORS - April 2019
  • Certificate of Achievement awarded by Accenture – DIGITAL SKILLS: RETAIL INDUSTRY – June 2019
  • Certificate of Appreciation for Achieving Excellent Results on Regional Sales and Promoting Excelsia College Sydney in South Asia - June 2019
  • Certificate of Achievement awarded by University of Leeds, UK in association with Institute of Coding – COMMUNICATION AND INTERPERSONAL SKILLS AT WORK – Feb 2020
  • Certificate of Achievement awarded by University of Leeds, UK in association with Institute of Coding – CREATE A SOCIAL MEDIA MARKETING CAMPAIGN – Feb 2020
  • Certificate of Achievement awarded by British Council in association with BRITISH COUNCIL, STUDY UK AND THE GREAT CAMPAIGN – STUDY UK: PREPARING FOR WORK – Feb 2020
  • Certificate of Achievement awarded by University of Leeds, UK in association with Institute of Coding - COLLABORATIVE WORKING IN A REMOTE TEAM - June 2020
  • Certificate of Achievement awarded by Accenture - DIGITAL SKILLS: DIGITAL MARKETING - June 2020
  • Certificate of Achievement awarded by Deakin University, Australia - WHAT IS LEADERSHIP ? - June 2020
  • Certificate of Achievement awarded by University of Leeds, UK in association with Institute of Coding – EVIDENCE AND DATA COLLECTION FOR PROBLEM SOLVING - June 2020
  • Certificate of Achievement awarded by University of Leeds, UK in association with Institute of Coding – GET CREATIVE WITH PEOPLE TO SOLVE PROBLEMS - June 2020
  • Certificate of Completion - ABCC ApplyBoard Counsellor Course: United Kingdom - August 2021
  • Certificate of Completion - ABCC ApplyBoard Counsellor Course: United States of America - October 2023

Timeline

Customer Service Representative

NCO Europe Limited
02.2022 - Current

Customer Service Representative

R2R People
03.2020 - 01.2022

Chief Counselor / Business Development Manager

Hub International Pvt. Ltd.
09.2017 - 12.2019

Education Counselor / Business Development Manager

Danfe International T/O Danfe Consulting Pvt. Ltd.
04.2016 - 09.2017

Education Counselor

Standard Tourism & Hotel Training Center
01.2015 - 03.2016

Master of Business Management (MBM) - Applied Marketing and Human Resource Management

Nepal Commerce Campus, Tribhuvan University,

Bachelor of Business Studies (BBS) - Int’l Marketing & Global Human Resource Management

Merryland College, Tribhuvan University

10+2 Management (High School Diploma) - Business Management

Merryland Higher Secondary School,

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