Vishal Mudalier

Escalation Specialist – Elevate K-12:

Managed complex customer escalations by coordinating with internal teams, documenting issue history, and maintaining regular communication with clients. Monitored progress to ensure timely resolution, conducted post-escalation reviews to identify process improvements, and provided feedback to enhance support processes and overall customer experience.

Email & Chat Support Specialist – Elevate K-12:

Handled customer inquiries via email and chat, providing technical assistance, product guidance, and account support. Managed multiple conversations simultaneously while maintaining professional and empathetic communication. Collaborated with internal teams to escalate complex issues, followed up on unresolved cases, monitored queues to meet SLAs, and contributed to knowledge base updates to improve customer self-service, and overall satisfaction.

Data Management:

Maintained and updated SLA reports weekly, created and published Power BI reports for the Weekly Business Review, and shared actionable insights with management and stakeholders to support decision-making and operational improvements.

UAT Testing: Product Integration.

Performed UAT for product integration in the QA environment prior to live deployment, documented bugs and performance issues, collaborated with the development team to resolve critical tickets, and ensured that new enhancements did not impact live sessions or operational continuity.

Training Support (Sharing Feedback's & Updates):

Conducted training sessions for cross-functional teams, ensuring a clear understanding of processes, providing guidance on updates, and supporting skill development to enhance operational efficiency and adherence to workflows.

Classroom Setup – Elevate K-12:

Coordinated classroom readiness by scheduling meetings with school IT POCs, verifying ports, URLs, and IPs per technical requirements, and reviewing network and hardware configurations for teacher and student devices. Troubleshot potential network and hardware issues in collaboration with IT teams, and assessed classroom layouts to ensure the Elevate Portal functioned correctly with all connected equipment.

Session Monitoring – Elevate K-12:

Monitored live sessions to ensure adherence to quality standards, assessed teachers' performance, and provided real-time feedback. Identified issues, coordinated with teams to resolve operational or technical problems, documented observations, and generated reports to drive process improvements, and enhance training materials.

Managed assigned accounts by identifying outstanding debts, contacting debtors, negotiating repayment plans, resolving queries, updating account records, utilizing skip tracing tools, and ensuring compliance with federal and state laws to reduce delinquency rates.

Collected payments on past-due bills, organized delinquency lists, contacted customers using skip tracing tools, informed clients of overdue accounts, set up repayment plans and new terms of sale, while ensuring accurate customer information, and compliance with federal and state debt collection laws.

Managed high-volume inbound calls, resolved account, payment, and transaction queries, ensured compliance with policies and SLAs, handled escalations to achieve customer satisfaction and retention, and documented interactions in CRM for case tracking and service quality.

Researched and qualified leads through multiple channels, engaged prospects via calls, emails, and LinkedIn, maintained CRM records and reports, scheduled demos for a smooth sales handoff, and supported lead nurturing strategies to improve conversion rates.

Handled incoming calls and inquiries, resolved customer disputes, explained billing and program details, captured and addressed issues accurately within SLAs, managed challenging interactions professionally, and completed documentation to support case tracking and compliance.

Engaged leads via calls, emails, and chats; managed the end-to-end sales cycle, including pitching, proposals, negotiation, and closure; counseled clients through meetings and solution discussions; created and customized sales collateral; pursued high-value leads through outreach and cold calls; consulted on system integration; gathered market insights and client feedback; and maintained strong client relationships to drive conversions, upselling, and business growth.