Jan 2023 – Sep 2023 · 8 mos · India · On-site

• Ensuring great customer experience while managing supply through a large pool of contract employees
• Optimal customer experience for students doing live classes globally. Metrics include CSAT, Solve rate, FTR rate, Ticket Pendancy rates for concierge service enabled through an in-house team
• Managing quality delivery through a large pool of contract employees. This is a large pool of teachers in India providing 24x7 services to students all over the world

Oct 2012 – May 2023 · 10 yrs 7 mos · Bangalore

• Founded an education startup, raised seed funding, managed operations across 50 physical centers through a technology
• enabled service offering and turned the organization profitable
• § P&L responsibility: Set up B2C and B2B business streams, raised INR 60L seed capital, and turned profitable in 2019-20.
• o Set up 25 centres in Bangalore through area wise BTL marketing campaigns and collaborations with Bangalore based schools and colleges like Greenwood High, Deens Academy, Christ University
• o Set up 25 pan India centres through national collaborations with Klay Preschools, Hamleys, and ToyRus
• o Reduced rental costs by 60% through a hub-and-spoke center model; and material costs by 40% through bulk sourcing
• and product re-design.
• § Execution: Successfully executed highly rated (4.7+/5) programs at 50 centers across India covering 10000+ students
• delivered by a 40 member team.
• o Hired and trained a full-time team of 7 and part time team of 30 employees from 2014-present. Established company wide and individual OKRs and managed KPI’s for all key employees.
• o Set up processes for procurement, inventory management, business reviews, HR, statutory compliance and finance.
• § Product design: Used Zoom, Google suite, Flutter and Firebase to deliver 200+ blended learning modules for the target segments which were featured heavily in local media.
• o Designed content delivery system to conduct online classes, and automate student reports, class scheduling, attendance, and class updates to the parents. Our events and programs were covered by local media such as TV9, Indian Express, Deccan Herald, City Plus and 104 FM Radio.
• o Led the team to create 200+ blended learning-based content modules aligned to school curriculums customized to each customer sub-segment
• o Worked with artists to develop a series of 40 levelled reading books for 4-8 year olds.

May 2008 – Oct 2012 · 4 yrs 5 mos

• Rich experience of designing organisation wide strategy for top-tier Indian and global companies in government as well as private sectors
• Growth strategy for a Central Govt. ministry
• Turnaround strategy for an MNC in India
• Strategy for expanding international operations of an Indian bank in UK
• End-to-end process design and implementation experience alongwith ensuring internalization of processes by the organisation
• Designed retail banking processes for offshoring to India
• Project delivery processes for an oil&gas sector MNC in India
• Expertise in execution through sales transformation programs and setting up comprehensive monitoring and review architecture
• Played instrumental role in setting up international operations for an Indian bank in Singapore
• Led sales acceleration program in two regions in India to improve CASA ratio for a large bank.

Apr 2007 – Jun 2007 · 2 mos

May 2005 – Jul 2005 · 2 mos