DRASHTI KOISA

- Analyzed customer feedback data to determine trends in customer satisfaction levels.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Maintained up-to-date knowledge of product offerings, pricing schemes, promotions and policy changes.
- Designed daily performance measures for the team and assessed the methodologies, work performance, and team dynamics to identify areas of strength and weakness.
- Drafted functional specifications articulating the scope of the project, primary objectives, deliverables.
- Performed root cause analysis on recurring customer complaints to suggest corrective actions.
- Proposed improvements to senior management using analytics to support recommendations and actively participated in the implementation of approved changes.
- Prepared business proposals and presentations for various stakeholders.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Collaborated with other departments to develop strategies for improving the overall quality of the customer experience.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.

- Responsible for administration, organization and smooth running of IELTS test in accordance with IELTS and CELPIP rules and regulations.
- Ensured adherence to the test procedures, regulations, and maintained accurate records.
- Recognized and honored the unique test standards and specifications of the CELPIP and IELTS exams.
- Provided support and assistance to candidates while ensuring the smooth test administration.
- Handled disputes and concerns from test takes effectively and diplomatically.
- Conducted training and supervision sessions for new test invigilators.
- Maintained confidentiality and security of test materials and candidate information.

- Monitored client inquiries to identify areas of improvement in overall customer satisfaction.
- Identified opportunities for process improvements based on analysis of customer complaints.
- Gained brief knowledge about different LMS such as Moodle, Blackboard, Canvas, Sakai, D2L, Angel, FirstClass, and Schoology to create and look over user accounts.
- Drafted troubleshooting methods and efforts by identifying issues. Gathered information and employed fixes to the issue while generating reports from the ticketing system and various management systems regularly.
- Assisted clients with technical issues including accessibility of different Learning Management System features and functionality.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Monitor and set personal focuses to meet or surpass required metrics.
- Process appropriate escalations to other departments where necessary through Right now (Oracle) and JIRA ticketing system