Program Manager
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A seasoned Program Manager with 8+ years of experience in solving various business challenges and building strong teams. Highly skilled in the domain of Problem-solving, Business Process Management, and Customer Relationship Management.
Demonstrated an impeccable record in building and managing high performing low attrition teams, delivering successful cross-functional projects, managing end-end operations, re-engineering processes, improvising efficiency, increasing customer satisfaction, reducing churn, and achieving goals within the set timelines.
A customer and employee centric team leader with an emphasis on Data oriented decision-making, Openness to learn, and Agility to adapt to the fast-paced business environment.
Worked alongside leadership team in establishing a new Business Unit for the organisation.
● Managing the entire operations of the new BU by working with multiple Internal and External stakeholders.
● Handling an admission counsellors team of 10 members, responsible for revenue and customer success of the new BU.
● Increased the customer satisfaction (NPS) score from 20 to >60 by implementing various customer centric strategies, building and managing multiple processes and majorly by working with company wide stakeholders.
● Initiated the Pre-Sales team in collaboration with the marketing team, majorly responsible for boosting the efficiency of the Sales functions. The team has assisted in ~1000 closures at an average conversion rate of ~8% against the Ed-tech industry standards of 2-5%.
Worked alongside the sales team to mitigate the risk of refunds by setting up a dedicated On-boarding team, which has reduced the refund rate from 12% to under 5% as on present date.
●Initiated the Customer Success model, which is responsible for increasing the Product adoption and the engagement of >30,000 customers.
● Increased the completion rate of Student:Mentor sessions from 30% in 2020 to 97% in 2021 and the overall quality of mentor sessions has increased from a rating of 3.3 to 4.8 (Rating measured on a scale of 5) by instigating various performance metrics.
● Initiated the Mentor Referral program, which fetched >400 referral opportunities for our customers even during the time of Pandemic.
● Worked with the CEO team in defining various processes involving customers such as refund process, policies around social media escalations etc.
● Worked as a promoter of various processes within the operations team.
