Althea Tauro

• Played a pivotal role in Sheridan EDGE, exceeding membership goals by 30%, fostering a thriving environment for 1300+ student entrepreneurs
• Coordinated 46 impactful class visits, engaging 900+ students across faculties, promoting EDGE's mission and sparking interest in entrepreneurship
• Ideated, crafted content, and seamlessly led facilitation of forty students for the Entrepreneurship Bingo event, sold out in 3 days, showcasing prowess in marketing
• Collaborated with key student organizations (Enactus, SSU, International Services), expanding EDGE's reach through strategic partnerships and shared initiatives
• Streamlined EDGE's communication using SLATE Intelligent Agents, enhancing efficiency, and ensuring timely engagement with the student community
• Conducted in-depth analysis on entrepreneurship hubs and business schools, leading to comprehensive improvements in EDGE student membership

• Onboarded and trained agents for multiple teams – Welcome call, Outbound calling, Inactivity
• Assumed end-to-end ownership of strategizing, setting metrics and maintaining FRT
• Supervised a team of 15, consistently surpassing KPIs for call volume, talk time, and customer activations.
• Audited outbound calls to ensure 100% accuracy is achieved as per company standards
• Worked on multiple CRM tools like Salesforce, Zendesk, Slack & Salesken.
• Initiated and executed successful ad-hoc activities like cross-selling, dead leads calling & trial slot booking
• Effectively managed and resolved escalated customer issues
• Analyzed raw data and inferred root cause analysis reports to identify performance gaps and highlighted areas for improvement to leadership team.
• Redesigned the transition process to smoothen exit of relationship managers

Achievements:

Recognized as the Best Team - Outbound calls during monthly Rewards & Recognition

• Managed 600 students accounts for any grievances
• Resolved end-to-end inbound queries of customers
• Coached customers on the day-to-day new activities introduced for the students
• Resolved escalations of irate customers and brought a resolution to their concerns
• Increased proactive outreach to gather customer feedback and highlight issues to the leadership
• Created awareness about new activities and course related information to customers.

Achievements:

• Won 2 weekly recognition - Most renewed parents and highest-class completion rate

• Ensured quality checks of the promos and secondary elements before taking them on air
• Brainstormed and coordinated with vendors to create brand merchandise
• Created and maintained sponsors onboard to ensure smooth execution of client's deliverables and coordinated with respective teams to execute 2-4-day mega blocks
• Evaluated and compared competition strategies and designed compilation decks
• Coordinated with stakeholders to ensure smooth execution of sponsor's deliverables
• Organized successful brand events like MasterChef Launch event at Bangalore and assisted at various Star movies events like secret screenings and other on-ground activities