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Harsha Anna Kuriakose

@harshaannakuriakose

Training operations professional at Centre for Innovative Studies who coordinated academic schedules and developed SOPs.

India

Message

At Centre for Innovative Studies, I coordinated daily academic and administrative operations, including faculty availability, classroom schedules, and training activities. I also developed and implemented SOPs and prepared operational reports for senior management.

At Centre for Innovative Studies and Texas Review, I delivered English language training, including workplace communication sessions, IELTS, and PTE courses. I conducted mock interviews and tests, provided feedback, and tracked student progress.

At I Energizer IT Services Pvt. Ltd, I handled customer complaints and maintained an 80% first-contact resolution rate. Earlier, as Guest Lecturer, English at KVVS College of Science & Technology, I taught English and coordinated career counselling and job placement seminars.

Experience

Work history, roles, and key accomplishments

Operations Manager

Centre for Innovative Studies

Oct 2024 - Jun 2026 (1 year 8 months)

Directed end-to-end daily operations across academic, HR, and customer-facing functions, ensuring seamless workflow. Coordinated academic timetables, faculty availability, and training activities to support efficient resource allocation.

Operations Management SOP Development Academic Scheduler Staff Coordination Recruitment Onboarding Payroll Administration KPI Monitoring Excel Microsoft Word PowerPoint

English Language Trainer

Centre for Innovative Studies

Nov 2023 - Jun 2026 (2 years 7 months)

Designed and delivered English training sessions for diploma students, enhancing workplace communication across hospitality, logistics, and aviation sectors. Conducted mock interviews and business communication workshops to boost student confidence and placement readiness.

English language training Communication Skills Mock Interviews Business Communication Workshop Facilitation

English Language Program Trainer

Texas Review

Jun 2023 - Oct 2023 (4 months)

Delivered IELTS and PTE courses with a focus on test trends and evolving assessment standards. Conducted mock tests, provided detailed feedback, and tracked individual student progress.

IELTS PTE Test Preparation Student Assessment Feedback Progress Tracking

Senior Customer Service Executive

I Energizer IT Services Pvt. Ltd

Jun 2019 - Jan 2023 (3 years 7 months)

De-escalated 2,000+ customer complaints monthly covering stages of orders, achieving a 10% increase in CSAT. Maintained an 80% first-contact resolution rate and contributed to SOP improvements by identifying process gaps.

Customer Service Complaint Resolution CSAT Improvement First Contact Resolutions Data Verification Process Improvement SOP Development

Guest Lecturer, English

KVVS College of Science & Technology

Jun 2017 - Apr 2019 (1 year 10 months)

Taught 14 classes using lectures and presentations, resulting in a 20% increase in average grades and a 95% pass rate. Coordinated career counselling and job placement seminars, with 85% of first-time students securing employment within 6 months.

Teaching English Literature Career Counseling Career Seminars Presentation Skills