Arnav

Program & Operations Specialist with 1.5+ years of EdTech experience managing end-to-end program delivery for 3,000+ learners across 60+ batches. Skilled in mentor coordination, stakeholder management, Power BI analytics, and SOP development, with a proven record of improving operational efficiency by 25% through data-driven process optimization and Root Cause Analysis.

Program Coordinator at PW (Physics Wallah) (2024-11 – Present)

• Spearheaded delivery for 60+ batches across 5 concurrent technology and marketing programs impacting 3,000+ learners, improving operational efficiency by 25% through SOP development and workflow standardization.
• Coordinated 40+ mentors through structured scheduling and real-time operations management, maintaining a 95%+ session completion rate across all active cohorts.
• Applied Root Cause Analysis and performance data to identify and eliminate program bottlenecks, driving continuous process improvement.
• Built proactive learner feedback and issue-resolution frameworks, reducing repeat support tickets by 30% while sustaining strong NPS ratings.
• Resolved cross-functional delivery issues across tech, content, and marketing teams via a centralized ticketing system, ensuring zero unplanned disruptions.
• Developed and maintained Power BI dashboards tracking attendance, retention, mentor performance, and learner engagement KPIs for data-driven decision-making.
• Managed the mentor lifecycle end-to-end, including onboarding, performance tracking, and invoice processing.

Guest Relations Executive at Olive Living (Embassy Group) (2024-01 – 2024-08)

• Managed end-to-end guest relations, resolving queries, complaints, and special requests with a 90%+ resolution rate.
• Maintained high satisfaction scores through personalized service delivery and effective communication.
• Coordinated with internal teams to uphold service quality standards and support revenue growth through strategic upselling.

Front Office & Marketing Intern at Renaissance Bengaluru Racecourse Hotel (2021-12 – 2022-04)

• Supported daily Front Office and Marketing operations, including guest interactions, inquiry management, and promotional activity coordination.

Advanced Diploma in International Hospitality Administration – IIHM Bangalore (2020 – 2023)

BA in Tourism