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Jeshma R

@jeshmar

Program Advising Specialist at University of the People, handling complex student cases and maintaining high service standards.

India

Message

At University of the People, I support students through complex, high-priority cases and help maintain timely, high-quality service. As a Program Advisor, I supported 2,400+ students and contributed to a 95% successful resolution rate and 90% CSAT.

In my current role, I oversee Customer Hub queue routing and serve as an escalation point for team members. I work with Admissions, Finance, and the Registrar's Office to resolve complex concerns and meet SLA targets.

Experience

Work history, roles, and key accomplishments

Current

Program Advising Specialist

Current

University of the People

Jul 2026 - Present (3 months)

Manage complex, high-priority student cases while upholding service quality standards and ensuring timely resolutions. Serve as a point of escalation for team members and oversee Customer Hub queue routing for efficient case distribution.

Customer Support Escalation Management SLA Adherence Queue Management Cross Functional Collaboration Microsoft Dynamics 365 Microsoft Office Confluence

Program Advisor

University of the People

Dec 2024 - Jun 2026 (1 year 6 months)

Served as the primary point of contact for student support, managing complex cases and achieving a 95% successful resolution rate. Supported and guided 2,400+ students throughout their academic journey, sustaining a 90% customer satisfaction score.

Student Support Case Management Problem Solving Cross team coordination Customer Satisfaction Communication Skills