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Ilma Rizvi

@ilmarizvi

Customer Support professional at BYJU’S who resolved software issues for 200+ learners and improved support experiences.

India

Message

At BYJU’S – THINK & LEARN PVT. LTD., I resolved technical software issues for an assigned portfolio of 200+ learners. I also delivered product demos and virtual support sessions to diagnose user errors.

At BIGBEN THE LANGUAGE SCHOOL, I provided chat and email support to prospective users and achieved 120% of quarterly service targets. I documented recurring feedback to improve the internal Knowledge Base and technical writing assets.

At SHARPEN PUBLIC SCHOOL, I managed help desk operations for prospective students and resolved 98% of customer concerns promptly. I also documented improved communication workflows and student onboarding processes with academic teams.

Experience

Work history, roles, and key accomplishments

Sales Manager

Bigben The Language School

Dec 2022 - Oct 2023 (10 months)

Provided high-volume chat and email support to prospective users, driving new business development and achieving 120% of quarterly service targets. Documented recurring user feedback and identified software onboarding patterns to improve the internal knowledge base and technical writing assets.

Live Chat Email Support Customer Satisfaction Knowledge Base Creation Technical Writer Troubleshooting Lead Qualification SaaS CRM Software

Student Success Specialist

Byju's - Think & Learn Pvt. Ltd.

Feb 2022 - Sep 2022 (7 months)

Resolved technical software issues for an assigned portfolio of 200+ learners, utilizing troubleshooting skills to maintain a high retention rate. Delivered product demos and virtual support sessions to diagnose user errors and improve overall software support conversion rates.

Troubleshooting CRM Software Ticketing Systems Email Support Customer Satisfaction Product Demonstrations Documentation

Education Counsellor

Sharpen Public School

Jul 2019 - Feb 2021 (1 year 7 months)

Managed help desk operations for prospective students, providing proactive customer support that increased enrollment by 25% year-over-year. Resolved 98% of customer concerns promptly through efficient troubleshooting and one-on-one virtual consultations.

Helpdesk operations Customer Support Troubleshooting Email Support Outbound Calls Documentation