Aarti Kapoor

• Manage recruitment processes, including interviews and onboarding. Lead a high-performing team of 15-22 client-facing support agents, providing training, coaching, and ongoing feedback to ensure optimal performance
• Oversee key performance metrics (KPIs) and regularly evaluate team performance, providing actionable insights to drive service excellence
• Implement nesting plans for new hires and team leaders, fostering a smooth transition and integration process
• Manage weekly call and email reviews, ensuring consistent communication and superior service delivery
• Participate in the creation of engagement activities and KPI-based incentives to enhance team morale and performance
• Review payroll and process approvals, ensuring accuracy and timeliness
• Manage recruitment, including interviewing, onboarding, and developing talent pipelines.
• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

• Collaborated with internal teams to ensure smooth client transitions and address business concerns., Provided high-quality customer support via email and phone, managing accounts and troubleshooting product issues
• Assisted in the client onboarding process, ensuring smooth transitions and proper account setup
• Collaborated with internal teams to resolve complex client concerns and improve service delivery.
• Enhanced client satisfaction by addressing and resolving account-related issues promptly.
• Implemented effective communication strategies, keeping clients informed about product updates and company news.
• Contributed valuable insights from client feedback during product development stages, helping shape offerings more effectively for target markets.
• Tracked essential metrics related to account health and performance, using data to make informed decisions for improvements.
• Supported sales initiatives by providing accurate information on products and services to prospective clients during presentations and meetings.
• Organized regular training sessions for staff members on new product features, ensuring consistent understanding across the team when supporting clients'' inquiries.
• Balanced up to 300 accounts simultaneously, maintaining regular contact and professional relationships with each.

Managed education operations and delivery of People Combine (PC) group consisting of 5 Oakridge International Schools and 2 Westberry schools. The role involved -
• Formulating and driving the academic vision for all Oakridge International and Westberry Schools with a combined strength of 7000+ students
• Manage the education operations involving a team of 750+ staff in 6 different locations and control of INR 70 crore operations budget ensuring streamlined education operations with the highest possible parent and student experience.
• Created ‘Standard Operating Procedures’ for delivery of best-in-class education across all schools and putting systems in place to ensure seamless adherence.
• Helping to ideate and develop custom IT systems to enable consistency, repeatability and uniformity of experience.

• Conducted regular staff meetings to maintain open lines of communication within the team, fostering a positive work environment.
• Implemented cost-saving measures by identifying ways to reduce expenses without compromising quality.

• Responsible for P&L and General Management across the educational group, managing both revenue generation and cost optimization
• Developed and executed long-range and short-range marketing plans and sales strategies aimed at increasing market share and margins
• Led planning, budgeting, and forecasting processes while directing key initiatives across HR, IT, Finance, and Administration
• Recruited, trained, and managed high-performing teams, establishing clear performance metrics for all departments
• Fostered innovative strategies in content development, curriculum design, branding
• BTL (Below-the-Line) marketing, and events to deliver the superior customer experience for both internal and external stakeholders.

• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within a team.
• Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
• Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
• Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.

• Championed corporate social responsibility initiatives within the local community through volunteering efforts and charitable donations sponsored events.
• Increased employee retention rates by fostering a positive work environment, offering competitive compensation packages, and facilitating professional development opportunities.
• Enhanced branch efficiency by streamlining operational processes and implementing innovative management strategies.
• Analyzed financial reports regularly to identify areas for improvement and make informed decisions on resource allocation.
• Implemented cost-saving measures without compromising service quality or staff morale, ultimately increasing profitability for branch.