Aug 2019 – Feb 2024 · 4 yrs 6 mos · Bangalore Urban, Karnataka, India · Hybrid

• Key Result Areas:
• Analysed Freshdesk data to identify emerging trends and collaborated with Product & Engineering Teams to implement fixes, ensuring customer issues were resolved.
• Employed Amplitude for segmentation, churn prediction, and customer journey analysis, optimized customer retention and satisfaction strategies.
• Defined key performance indicators (KPIs), conducted regular one-on-one meetings, and ensured adherence to service level agreements (SLA) for quality and compliance.
• Led customer education programs, leveraged Learning Management Systems (LMS) such as Blackboard, Canvas, Moodle, and Zoom to enhance user engagement.
• Highlights:
• Managed a team of 21 team leads, executed 6,000–11,000 daily customer queries and acted as the primary point of contact for escalations and operational concerns.
• Enhanced customer satisfaction by improving the Net Promoter Score (NPS) through streamlined feedback loops and resolution processes.
• Engaged in managing day-to-day customer support operations for 1-10 million MAUs across various languages, supported multiple communication channels, including calls, tickets, SMS, WhatsApp, and email.
• Developed and implemented self-service content strategies using a centralised knowledge base, thus improving customer self-service capabilities.

Sep 2018 – Aug 2019 · 11 mos · Bengaluru, Karnataka, India · On-site

• Key Result Areas:
• Developed and implemented tracking systems to streamline project timelines, accelerate delivery, and monitor progress.
• Coordinated with vendors and managed cross-functional communication with key stakeholders thus ensuring smooth project execution.
• Enhanced user engagement through strategic influencer partnerships and data-driven performance analysis.
• Highlights:
• Managed over 40 community-driven projects and successfully executed 80+ events from concept to launch.
• Led a 12-member team, optimized operational processes and resource allocation to improve overall project efficiency.

Jan 2017 – Aug 2018 · 1 yr 7 mos · Bangalore · On-site

• Key Result Areas:
• Managed end-to-end delivery of data-driven projects across multiple industries, working closely with clients to understand business requirements and align solutions with strategic goals.
• Led coordination of data workflows, overseeing data collection, cleaning, and ETL processes to enhance data pipeline efficiency and ensure timely delivery of high-quality datasets.
• Facilitated collaboration between data scientists, engineers, and business stakeholders to implement machine learning and AI-based solutions, driving actionable insights and innovation.
• Monitored project milestones, resource allocation, and risk mitigation plans, ensuring on-time delivery of advanced analytics models using tools such as SQL and Python.
• Acted as a key liaison between technical and non-technical teams, translating complex data science concepts into actionable outcomes for business decision-making.
• Highlights:
• Led cross-functional teams to deliver data-driven solutions using SQL, Python, and ML/AI, ensuring alignment with client objectives.
• Managed end-to-end data workflows and project execution, enhancing efficiency and delivering high-quality analytical outcomes.

Jun 2015 – Dec 2016 · 1 yr 6 mos · Bengaluru, Karnataka, India · Remote

• Key Result Areas:
• Led a cross-functional team of 24 auditors, serving as the primary point of contact to ensure clear communication, streamlined task delegation, and efficient end-to-end workflow management.
• Coordinated between educators and the technical team, proactively addressing and resolving technical challenges to ensure the timely and smooth execution of video lesson audits.
• Oversaw the auditing and quality assurance of 15+ hours of educational video content, ensuring compliance with defined quality standards in a fully remote setup.
• Managed content development projects in the UPSC domain, driving the creation of high-quality materials across subjects such as Current Affairs, History, Geography, Polity, Public Administration, and International Relations.
• Highlights:
• Led a remote team of 24 auditors and coordinated with educators and tech teams to ensure seamless video content audits and issue resolution.
• Managed UPSC content projects across multiple subjects, ensuring quality, accuracy, and stakeholder collaboration for impactful educational delivery.