Oct 2023 – Mar 2025 · 1 yr 5 mos · On-site

• Managing Career Services Operations for the learners that are placement ready.
• Owning, Planning and Execution of Crio’s Walk In Drive “Launchpad”
• Improved Self placement count by 50% MoM by strategically planning and improving learning outcomes.
• Ensuring 90% candidates in the placement pool get at least 1 Interview opportunity a month.
• Aligning 50% video testimonials from placed learners every month. Contributing to the improve in sale.
• Aligning placed learners for PR and Podcast - helping the marketing team improve their reach.
• Assisting brand and design team with placed learners story so that we can use it on our socials for brand awareness.
• Improved conversation rate of placement from 3% to 7% MoM.
• Improved overall TAT from 48 hours to 8 hours of Onboarding calls for Career Services Team
• Improved overall preparation session attendance from 50% to 75% by taking active measures and performing Root Cause Analysis WoW.
• SLA for ticket resolutions has been improved by 10 hours (earlier the resolution time on Fresh-desk used to be 24 hours)
• Leading a team size of 8 members with a churn rate of less than 10% annually.
• Conduct monthly, half annually performance reviews for the team and help the team wherever required.
• Creating new SOPs and revamping existing SOPs based on team feedback and inputs.
• Implementation of CRM to improve efficiency of the team by 30%
• Writing BRDs
• Conduct training and retraining program for the team on product changes and go live plans
• Controlling Demand and Supply while working with B2B team directly.
• Direct communication with the company Founders to work on new projects.
• Presenting Daily, weekly, and monthly reports to the founders and directors.
• Work closely with Engineering team to give a roadmap for the UI changes to improve user engagement and experience.

Oct 2022 – Oct 2023 · 1 yr · On-site

• Managing a team of 5 Customer Success Associates that are part of learners learning journey.
• Running daily stand ups with team to improve completion %
• Creating metrics to track daily BAUs of team.
• Stakeholder Management with different teams like Onboarding, Delivery, Sales etc

Oct 2021 – Oct 2022 · 1 yr · On-site

• Handled 200 learner’s MoM with an overall completion rate of 80%
• Completions of daily task before deadlines
• Solving tickets within 24 hours
• With an overall NPS >8.5 MoM
• Conducting 1:1 and 1: Many sessions every month to motivate the learners that are doing their sprints.
• Conducting Root Cause Analysis wherever the completion % was less than 80% for any learner.
• Worked closely with content team to improve the learning content for the learners by having a detailed conversation with them on each sprint, and topic. Thus coming to conclusion on what topics needs improvement.

Aug 2021 – Oct 2021 · 2 mos

• Client Demo of our SaaS Platform
• Part of Revenue team to collect payments
• Handle chats of US clients and help them with their queries
• Worked on Zapier to create automations
• Created knowledge base articles on Intercom for canned responses.

Mar 2021 – Aug 2021 · 5 mos · Bangalore Urban, Karnataka, India

• Was part of my final year Internship for 6 months
• Handled inbound and outbound escalation calls of customers
• Training on Soft skills and Troubleshooting hardware issues
• Active part of L&D
• Creation of SOPs for training new joiner
• Stakeholder management with different teams of HP and its clients.