Senior Operations Associate - Bhanzu (Expinfi Pvt. Ltd.) - Remote
(2024-06)
Promoted from Operations Associate. Sole owner of US/CA/UK/ANZ live session operations — monitoring 1,500+ batches and demos per shift on Maverick IVS (Amazon IVS-based platform), resolving trainer and student queries in real time to maintain <5 min buffer turnaround and 90%+ session punctuality.
- Independently built and deployed an AI-powered Ops Hub dashboard (HTML/JS, Netlify) with Groq LLM-based ticket classification, GViz data integration from Google Sheets, cross-filter analytics, Firebase authentication, and presence tracking — actively used by 7 team members daily
- Built a Firebase-backed admin panel with access control, presence tracking, activity logs, announcements, feature flags, and dashboard configuration — enabling centralised ops management
- Built and maintained Salesforce dashboards and Looker Studio reports to monitor session performance, trainer reliability, punctuality trends, cancellations, and buffer usage across all markets
- Developed automated D-1 and MTD performance reports using Google Apps Script across GChat, Slack, Salesforce, and Exotel — saving 10+ hours per week by replacing manual reporting
- Built a Chrome extension to automate Exotel outbound calls directly from the dashboard, eliminating manual CRM steps for the operations team
- Integrated multiple APIs (Groq, Firebase, GViz, Exotel) into production internal tools — independently scoped, built, and maintained without engineering support
- Evaluated and onboarded team to internal tooling; created SOPs and shift handover documentation to ensure smooth operations across time zones
- Acted as primary point of contact for product feedback — scoped feature requests, reported bugs, and coordinated directly with Tech team to improve Bhanzu's internal admin console and Maverick platform
- Partnered with Sales, Trainer Relations, and Customer Success teams to identify session disruptions, reduce escalations, and drive continuous process improvement
Operations Associate - Bhanzu (Expinfi Pvt. Ltd.) - Remote
(2022-12 - 2024-05)
- Onboarded new students via welcome calls, confirmed preferred session slots, and assigned learners to suitable batches using Slash, Exotel, and Bhanzu admin console
- Managed outbound catch-up and revision sessions; handled trainer change requests via calls, email, and Zendesk; communicated updates to parents and trainers
- Supported demo operations — resolved trainer queries on scheduling, no-shows, and last-minute session issues using Aircall and CallHippo
- Transitioned into Live Ops, building Google Sheets trackers for punctuality, trainer performance, cancellations, and reschedules; ensured SOP compliance across all functions
Customer Success Associate - Unacademy – Relevel
(2022-01 - 2022-11)
- Drove a 6x improvement in CSAT and improved NPS through high-volume support across email, chat, and social media using Intercom, Zoho Desk, and Meta Business Suite
- Coordinated mock interviews, mentoring sessions, and EMI default follow-ups via Exotel; escalated bugs and workflow issues to product via Linear and Slack
- Used Metabase and Mailmado to manage learner outreach campaigns, ensuring session completion within defined timelines
Operations Executive - BYJU'S – Think and Learn Pvt. Ltd.
(2019-08 - 2021-11)
- Resolved 100,000+ student queries via live chat and CRM systems (Lead Square, Order Hive); generated 30,000+ qualified leads in 6 months through inbound query management and sales coordination
- Supported strategic onboarding of Aakash Educational Services, WhiteHat Jr., Great Learning, and Epic into BYJU'S operations; coordinated across product, tech, and support teams for complex escalations
- Audited and trained new joiners; improved onboarding SOPs and consistently recognised as a top performer for exceeding monthly targets
