SUMRA SUMAN
Guelph,ON
Summary
Dynamic Client Relationship Manager with three years' experience in sales and service roles for Higher Education, Travel and Insurance organizations. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.
Overview
11
11
years of professional experience
Work History
Partner Client Manager
ApplyBoard Inc
12.2021 - 09.2023
- Exceeded set KPIs for portfolio universities (such as Western University, U of Guelph, U of Toronto and U of Windsor) and contributed to 2-3% quarterly increase in enrollments and admissions
- Improved external communication with partner schools through regular follow ups, meetings and data reporting
- Managed overall operational CX funnel to help improve application journey of international students as well as user experience for partner schools
- Engaged and collaborated closely with higher education institutions in Ontario so AI powered platform and technology products can facilitate and streamline relevant and impactful study abroad opportunities for students globally
- Addressed and resolved customer complaints and issues to improve satisfaction
- Assessed client needs and developed plans to adequately address current and future objectives
Senior Subject Matter Expert
ApplyBoard Inc
02.2021 - 12.2021
- Successfully onboarded and trained new cohorts for CX and Marketing teams
- Managed and organized entire training schedule, coordinated with team leads, trainers and new hire buddies to ensure smooth delivery of training sessions
- Identified areas of training opportunities within team and initiated daily drop in office hours leading to 10% performance improvement and team satisfaction
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions
- Collaborated with management to identify and prioritize new development concepts
Application Submission Specialist
ApplyBoard Inc.
11.2019 - 02.2021
- Consistently submitted high quality and quantity of applications for various schools and participated in cross training across different teams.
- Consistently exceeded KPIs, demonstrating performance improvement by 50% towards end of fiscal year.
Group Benefits Advisor – Customer Service
Manulife
11.2018 - 04.2019
- Resolved high volume of inbound telephone and internet inquiries to effectively meet diverse needs of customers.
- Consistently outperformed set KPIs within established productivity goals and specified turnaround times leading to 10% quarterly growth is customer satisfaction
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
Claims Inquiry Associate
Allianz Global Assistance
11.2017 - 09.2018
- Efficiently reviewed, resolved and responded to claims related escalations, leading to 15% performance improvement in set quarterly KPIs.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Maintained confidentiality of patient finances, records, and health statuses.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Communicated effectively with staff members of operations, finance and clinical departments.
Travel & Insurance Sales Specialist
Travel Nation Canada
12.2016 - 11.2017
- Promoted and sold various travel products including Insurance coverage plans to new and existing clients
- Successfully maintained and exceeded weekly sales conversion rate by 17% annually by applying sales techniques such as lowest price guarantee, upselling and cross-selling.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Collaborated with colleagues to create and promote special travel packages.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Updated and maintained customer databases to increase customer retention.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Survey Research Interviewer and Administrative Assistant
Survey Research Center
12.2013 - 11.2015
- Successfully provided clerical and administrative service, conducted research interviews and assisted with data entry for project sample size of 5000 interviewers.
- Conducted interviews with participants to assess eligibility.
- Adapted interview style to suit needs of position and candidate.
- Assisted in coordination of on-site interviews, managing schedule to stay organized.
- Collaborated with other HR team members to develop more comprehensive and successful interview processes.
- Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete questionnaires.
- Reviewed, classified and recorded survey data in preparation for computer analysis.
Teaching Assistant
Department Of Geography, University Of Waterloo
01.2013 - 01.2014
- Communicated with course instructors to gain thorough knowledge of course content
- Graded and Proctored exams, holding office hours for helping students with course work.
- Helped with grading assignments and tests, providing constructive feedback to students based on results
- Assisted teachers with classroom management and document coordination to maintain positive learning environment
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives
- Facilitated activities in small groups to reinforce concepts taught by class teacher
- Worked with teacher to optimize learning plans based on student test grades and evaluations
- Tutored struggling students individually and in small groups to reinforce learning concepts
Education
Master of Environmental Studies - Tourism Policy & Planning
University of Waterloo
Waterloo, ON2015
Masters - Travel Administration
Amity University
New, Delhi2012
Bachelor of Pharmacy -
Hamdard University
New, Delhi2009
Skills
- Hard skills- SalesForce, Metabase, Microsoft Office, Google Cloud, Project Management Foundations, Six Sigma Foundations training, handling large database systems and Navigating application submission portals of various schools
- Effective Internal and External Communications
- Collaboration with various stakeholders, Task delegation and organization, Ten years of combined experience in sales and CX departments in various organizations
- Operational Efficiency
- Project Management, PMP Certification (In progress)
Timeline
Partner Client Manager
ApplyBoard Inc
12.2021 - 09.2023
Senior Subject Matter Expert
ApplyBoard Inc
02.2021 - 12.2021
Application Submission Specialist
ApplyBoard Inc.
11.2019 - 02.2021
Group Benefits Advisor – Customer Service
Manulife
11.2018 - 04.2019
Claims Inquiry Associate
Allianz Global Assistance
11.2017 - 09.2018
Travel & Insurance Sales Specialist
Travel Nation Canada
12.2016 - 11.2017
Survey Research Interviewer and Administrative Assistant
Survey Research Center
12.2013 - 11.2015
Teaching Assistant
Department Of Geography, University Of Waterloo
01.2013 - 01.2014
Master of Environmental Studies - Tourism Policy & Planning
University of Waterloo
Masters - Travel Administration
Amity University
Bachelor of Pharmacy -
Hamdard University
Similar Profiles
DHIVYA LAKSHMANANDHIVYA LAKSHMANAN
Program/Application Coordinator at ApplyBoard IncProgram/Application Coordinator at ApplyBoard Inc
Cam Nhung NguyenCam Nhung Nguyen
Education Credential Specialist - China SEA Team at ApplyBoard IncEducation Credential Specialist - China SEA Team at ApplyBoard Inc
Juhi PatleyJuhi Patley
Application Decision Specialist at ApplyBoard India Pvt. Ltd.Application Decision Specialist at ApplyBoard India Pvt. Ltd.