Feb 2017 – Sep 2020 · 3 yrs 7 mos · Bengaluru, Karnataka, India

• 1. Retention & Escalation Management: Responsible for formulating policies that will be beneficial to learners which will help us retaining the learners and increasing the completion percentage. Also ensuring all escalations are managed on time by the team and resolution is achieved within TAT.
• 2. Delivery and Vendor Management: Responsible for delivery of class for all Geos and Maintaining a higher standard NPS. Managing all exam partners like Peoplecert, Open Group, Exin.
• 3. Trainer Management: End to End trainer management in terms of their scheduling, payment, NPS declaration
• 4. Enterprise Interventions: Responsible for the handholding the journey for the corporate accounts is it with the course, escalations, Trainer arrangements, Payments.
• 5. Pool creations. Hiring the best talents(Faculty) across the globe for our deliveries keep in mind the geo and budgeting and managing the cost with the budget allocated monthly overall including vendors and exam.
• Responsibilities:
• Manage the entire delivery unit along with trainer management team
• Responsible for budget forecast, headcount plan, SME engagements and resource planning
• Negotiations and managing NDA’s
• Implementation of various process impacting organizational modalities
• Managed business process, workflows, delivery, clients and monitor delivery progress Implement corrective and preventive actions basis escalations by managing social media team
• Built strong connects with internal and external vendors
• Conducting daily scrums and weekly/monthly reviews with cross functional teams on performance and analyses performance matrix with balanced score cards
• Build high performance team by fostering an inclusive work environment, communication vision/ value business strategy and managing succession and development planning for the team.

Nov 2015 – Nov 2016 · 1 yr · Bangalore

• Deliver continuing and routine communication with customers to develop manageable action plans to further and enhance our customer partnerships.
• Be responsible for working with internal departments to achieve and meet customer
• expectations.
• Be the single point of contact for our Customers.
• Manage all customer facing communications and presentation of value attainment on regular basis.
• Be responsible for building optimization and enablement plans that further usability and adoption goals.
• Be the customer's advocate for feedback and changes into the functional areas they impact.
• Manage customer expectations and develop strong understanding and acceptance of our Value Proposition and Customer ROI.
• Work with Sales to ensure Customer Renewals and Up Sell opportunities.

Aug 2015 – Nov 2015 · 3 mos · Greater Bengaluru Area

• Managing monitoring team along with the supply planning and resource planning. Currently managing the team and meeting clients for feedback to improvise on the quality.

Nov 2012 – Aug 2015 · 2 yrs 9 mos

• End to end coordination of seller contact activities. Act as a point of contact for seller outbound contacts between SRM, SRM Intelligence and other teams. Coordinate with Product teams to collect information on seller contacts, their RCA’s and improvement plans. Devise seller communication mechanism for notifications, contacts. Coordinate with Seller Marketing team to identify opportunities or the need to contact sellers. Provide inputs to internal seller facing teams on content, list of sellers & reasons for the need to contact. Demonstrates expertise and use of departmental resources, policies and procedures.• Ability to collaborate / communicate all the Promotions, Product Launches & communication projects. Timely communication of all the issues that can lead to delays in projects. Ability to communicate issue & issue resolution to all stakeholders